Refund & Returns Policy

Effective Date: 01/08/2025

At Prime Logs t/a S R Baggs, we aim to ensure you're satisfied with your purchase. Please read our refund and returns policy carefully.

1. Returns

You may return goods within 14 days of delivery, provided:

• The items are unused and in their original condition

• The items are not perishable or custom-cut (e.g., part-used bulk firewood)

To request a return, email us at info@primelogs.co.uk with your order number and reason for return.

2. Refunds

Once we receive the returned goods and confirm they meet our return criteria:

• A full refund will be issued to your original payment method

• Refunds are processed within 5–7 business days

• Delivery charges are non-refundable unless the return is due to our error or a faulty product

3. Damaged or Incorrect Items

If your order arrives damaged or incorrect:

• Contact us within 48 hours of delivery

• Provide photos and a brief description of the issue

• We will arrange a replacement or refund as appropriate

4. Non-Returnable Items

We do not accept returns for:

• Opened or used products

• Custom orders or split loads

• Firewood or kindling that has been stored improperly (e.g., left in rain or damp)

5. Cancellations

If you wish to cancel your order before dispatch, please contact us as soon as possible. Orders already dispatched may be subject to return delivery costs.

6. Contact

To start a return, request a refund, or ask a question, contact:

Prime Logs t/a S R Baggs
Email: info@primelogs.co.uk