Refund and Returns Policy
Overview
Thank you for choosing SDL Pellets for your wood pellet needs, listed below is our Refund and Returns Policy. We strive to provide the best quality products and excellent customer service. This Refund and Returns Policy outlines our procedures for handling returns, refunds, and exchanges to ensure your satisfaction.
Any images we use of our products are for illustrative purposes only. We make every effort to display our products as accurately as we can. However, we can’t guarantee that the products reflect them exactly. Any products ordered may vary from any images you may have seen on our Site or on any other advertising. The packaging images that we use for our products may vary from that shown on any images from our Site or advertising materials.
All of our products are subject to availability. We will inform you by email as soon as we can if the product you’ve ordered isn’t available. In the event that the product you have ordered isn’t available, we reserve the right to cancel the order and refund the Retail Buyer in full.
Eligibility for Returns
To be eligible for a return, you will need to provide evidence that the goods you received are of unsatisfactory quality, unfit for purpose or not as described. All evidence needs to be received within 30 days of receiving the product to be entitled to claim compensation, or for return the products. Any claims after 30 days of receipt of goods will be dealt with at the discretion of SDL Pellets Limited.
We accept returns for the following reasons:
- Defective or Damaged Products: If you receive a product that is defective or damaged, please contact our customer service team within 30 days of receiving the shipment.
- Incorrect Product: In the event that we ship the wrong product, please notify us within 30 days of receiving the shipment.
Conditions for Returns
To be eligible for a return, the following conditions must be met:
- The product must be unused and in the same condition as received.
- The original packaging must be intact.
- The return must be initiated within the specified timeframe.
- Retail buyers must understand that timber is a natural occurring product, and may need air drying or treating before being placed into service. Any timber showing deterioration after exposure to wind, sun or rain will be the sole responsibility of the buyer. The only exception is where timber has been specifically sold as “treated”.
After having received any deliveries, the return of any goods, is at the cost and responsibility of the Retail buyers. Bearing the cost of return delivery and any assistance with this process by SDL Pellets Limited is at SDL Pellets Limited’s discretion.
SDL Pellets Limited reserves the right to withhold refunds until returned goods have been received and make deductions from any refunds if the products are found to be tampered with or partially used.
Returns Process
To start the returns process you will need to provide reasonable evidence that the goods received are unfit for purpose, not as described, or of unsatisfactory quality. All evidence must be provided within 30 days of receiving the product/s to be entitles to claim compensation or a return. Any claims following the 30 day period, will be dealt with at the discretion of SDL Pellets Limited.
To initiate a return, please follow these steps:
- Contact our customer service team at info@sdlsolutions.co.uk to start the process.
- Please include all order details and evidence of issues being raised for the return.
- We will follow up with you to run through the returns and/or collection process.
Any goods returned to us after having been delivered to you, must be in the original packaging and unused.
If the products are found to be tampered with or partially used, SDL Pellets Limited reserved the right to withhold refunds until they have been inspected. Any deductions will be calculated based on the findings and the details will be shared with the Retail Buyer.
The return of any goods after having been delivered to you, is at the cost and responsibility of the Retail Buyers. Bearing the cost of return delivery and any assistance with this process by SDL Pellets Limited is at SDL Pellets Limited’s discretion.
Refund Process
Any goods returned to us after having been delivered to you, must be in the original packaging and unused. SDL Pellets Limited reserves the right to withhold refunds until returned goods have been received and make deductions from any refunds if the products are found to be partially used or tampered with.
The return of any goods after having been delivered to you, is at the responsibility and cost of the Retail Buyers. Bearing the cost of return delivery and any assistance with this process by SDL Pellets Limited is at SDL Pellets Limited’s discretion.
Upon receiving the returned product and verifying its eligibility, we will process your refund within 30 days. The refund will be issued to the original payment method.
Exchanges
If you received a defective or damaged product, we will refund the value of the damaged items. If you need to exchange a product for any other reason, please contact our customer service team to discuss available options.
Shipping Costs
Free shipping is included for all orders placed throughout England and Wales. There is an additional cost for shipping to Scotland and Ireland. Next day delivery can be arranged for a small additional charge.
We will cover the cost of return shipping for defective or damaged products or incorrect shipments. For other reasons, the customer is responsible for return shipping costs.
If you provide reasonable evidence that you received goods which are of unsatisfactory quality, unfit for purpose or not as described, within 30 days of receiving the product, you are entitled to claim compensation or return the products. Any claims after 30 days of receipt of goods will be dealt with at the discretion of SDL Pellets Limited.
If you need to cancel your order, please contact us as soon as possible. Retail Buyers may cancel their contract of purchase between the time of purchase and within 14 days of receiving delivery of goods for any reason. For orders cancelled after we have dispatched the order from our warehouse, there is a return fee of £80, which is the true cost of returning the goods to us.
Cancellations
If you need to cancel your order, please contact us as soon as possible. You can cancel the contract of purchase between the time of purchase and within 14 days of receiving delivery of goods for any reason. For orders cancelled after we have dispatched the order from our warehouse, there is a return fee of £80. This is the true cost of returning the goods to SDL Pellets.
To cancel your contract, you must contact us as soon as you can, in writing by sending an email to info@sdlsolutions.co.uk.
If the order has not yet shipped, we will cancel it and issue a full refund. If the order has already been shipped, please follow the returns process outlined above.
Please see the notes above for the conditions of return if the order has been requested to be returned after having been delivered.
Refund and Returns Policy Contact Information
For any questions or concerns regarding our Refund and Returns Policy, please contact our customer service team at info@sdlsolutions.co.uk or 01386 840980.
Thank you for choosing SDL Pellets! We appreciate your business and are committed to providing you with the best possible customer experience. For further information, please see our Terms & Conditions page here.
SDL Pellets, Stanley’s Quarry, Chipping Campden, Gloucestershire, GL55 6EG.
info@sdlsolutions.co.uk / 01386 840980
SDL Pellets is part of the SDL Solutions Group. The SDL Group is responsible for the whole process including: site clearance, harvesting, sawmills, pellets, biomass and machinery hire.