Refund and Returns Policy

Overview

Our refunds and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, the quantity left within the bulk bag provided must be within the grounds of fair usage, this will be up to the vendors discretion. We take photos on site to confirm the volume provided, this is for both the customer and the vendors benefit. The materials must also be in the original bulk bag provided if they are to be returned.

To complete your return, we require a receipt or proof of purchase. This will be provided on completion of your order via email.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, missing a significant amount of the provided material or with a damaged bag
  • Any item that is returned more than 30 days after delivery
  • Any item that has been otherwise tampered with after it has been delivered

Refunds

Once your return has been collected and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at enquiries@silvertreeservices.co.uk

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. Please ensure that you read our advice on how best to store and season your logs as this may also effect their quality over time. If you wish to exchange it for the same item, send us an email at enquiries@silvertreeservices.co.uk and send we’ll arrange a time to exchange the product provided.

Returns

To return your product, you should email enquiries@silvertreeservices.co.uk and we will arrange a suitable time to pick up your items.

You will be responsible for paying the delivery costs for returning your item. Delivery costs are non-refundable. If you receive a refund, the cost of return delivery will be deducted from your refund.

Depending on where you live, the price to return your item may vary.

Need help?

Contact us at enquiries@silvertree.co.uk for questions related to refunds and returns.

Scroll to top