Delivery & Returns

DELIVERY

Delivery Service for Approved Smokeless Fuel or Logs

We will deliver these fuels on a pallet using a third-party pallet haulage company that offer a nationwide service. Delivery timescale is 7 - 14 days, in busier times this may be longer but we will update our website to reflect this.

Orders are delivered on a tail lift truck; once the pallet is lowered, the goods are manoeuvred to the kerbside at the front of the property using a pump truck.

Occasionally, deliveries can be taken onto driveways if it is a flat tarmac/concrete surface with no gradient. This is at the driver’s discretion on the delivery day and whether or not they deem it safe for them to do so. They are typically very accommodating and help to meet the requirements of our customers as best they can.

For more detailed information on our pallet delivery service please click here.

Other Important Information

Often, our third-party delivery partners use 18-tonne lorries as the driver may have multiple drop-offs to carry out on any given day.

However, we understand not all our customers live on main roads, and access to the property can be difficult. We can request that your order be delivered on a smaller vehicle if you think it may help. Please note this is subject to availability. This vehicle can usually travel wherever your refuse collectors do when they make their rounds.

Please note, if we are required to make a re-delivery due to withheld information regarding access to the customer's address, the customer will incur a re-delivery charge. Suppose the third-party haulage company arrives at the location and deems it unsafe or impossible to complete the delivery due to withheld information. In that case, the customer will receive a refund minus the delivery charge.

If you have any queries about our delivery processes, please don’t hesitate to contact us. There are a variety of ways that you can contact us, and they are shown at the top of each page. We will be more than happy to help and answer your questions.

RETURNS

If any of the bags arrive damaged and product is missing then the purchaser is required to provide photos showing the damage within 24 hours of receiving the goods. If bags are damaged upon delivery then we ask for the purchaser to sign for it as ‘Damaged’ on arrival. They must notify Direct Fuel 2 U within 24 hours of receiving the goods to arrange refund or exchange. We recommend that you open the package by only removing the top layer of polythene to reveal the bags inside. From here a thorough inspection of the bags can be performed and a count of the exact number of damaged bags and quantity of product missing, including photos can be taken. Photos can be sent directly to our office via: info@directfuel2u.co.uk please include the purchaser’s name and address for reference.

If you wish to cancel the order you must return any goods which have already been dispatched at your own expense within 14 days of cancellation. We will reimburse all payments for goods within 14 days of receiving the goods back to our yard. It is the buyers responsibility to return goods and all good must be returned in full. If the products can not be returned by the customer themselves, we can potentially organise collections however the collection costs vary job to job and sometimes the costs can out way the cost of the products. Email us for more details.

At our discretion, we may allow items to be returned, the price upon refund may not be the same as the original price paid, some items may be subject to a minimum 20% handling charge.

Due to the nature of the product all our coal is stored outside by law and is bagged up to order which could mean some coal can arrive wet. Also due to the product being made up of natural materials the occurrence of slack is something that cannot be avoided. In these instances, we would be unable to accept returns.

Delivery & Returns

DELIVERY

RETURNS

​