Refund policy

We want you to be happy with your coals. If something isn't right, this policy explains where you stand.

Your right to cancel

Under the Consumer Contracts Regulations 2013 you have 14 days from the day your order arrives to tell us you wish to cancel, and a further 14 days to return the goods to us. You do not need to give a reason.

Condition of returns

Charcoal must come back unopened, in its original sealed packaging and in a resalable condition. For safety and hygiene reasons we cannot accept opened boxes or part-used packs unless the product is faulty or we sent you the wrong item.

How to return an order

Contact us through our contact page with your order number and the items you want to return. We will confirm the return address before you send anything back.

Return postage

If you are returning goods because you have changed your mind, you pay the cost of return postage. If the goods are faulty, damaged in transit or not what you ordered, we cover return postage and refund your original delivery charge.

Refunds

Once your return reaches us we will inspect it and process your refund within 14 days. Refunds are made to the original payment method. Your bank may take a further 3 to 5 working days to show the money in your account.

Damaged or incorrect orders

Coals can take a knock in transit. If your order arrives damaged, or if anything is missing or wrong, tell us within 14 days of delivery and send a photo where you can. We will replace or refund the affected items.

Items we cannot refund

We cannot refund opened or part-used charcoal where there is no fault, or products damaged by incorrect storage after delivery. Charcoal should be kept dry and sealed.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.