How to return an order and how refunds work. Last updated 3 October 2026.
If you are a consumer buying online, you can cancel your order for any reason within 14 days of the day you receive your goods, under the Consumer Contracts Regulations 2013. Tell us you wish to cancel by email at info@williamalexanderlogs.com or by phone on 01252 416123. You then have a further 14 days to return the goods.
Please return goods unused and in their original, undamaged packaging where possible. We can reduce your refund to reflect any loss in value caused by handling beyond what is necessary to check the goods, for example a bag of logs that has been opened and part-used. Faulty or incorrectly supplied goods can always be returned for a full refund or replacement.
For sealed bags and smaller items you can return them to us at The Barn, Bagwell Lane, Winchfield, Hook RG27 8DB, or arrange a return with us. For pallet and bulk firewood deliveries, please contact us first and we will arrange collection. TODO (owner to confirm): whether the customer or WA Logs pays the cost of collecting bulk or pallet returns.
Once we receive the goods back, or proof that you have sent them, we will refund you within 14 days using the same payment method you used to order. We refund the price of the goods and the standard outbound delivery cost; we do not refund any premium delivery upgrade you chose. Return postage or collection costs for non-faulty goods may be your responsibility (see above).
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or damaged in transit, contact us straight away and we will put it right with a repair, replacement or refund at no cost to you.
Questions about a return? Email info@williamalexanderlogs.com or call 01252 416123. We are open 7 days a week, 8am to 6pm.
Registered company: William Alexander Group Limited, The Barn, Bagwell Lane, Winchfield, Hook RG27 8DB.