Terms & Conditions


This document outlines the legal terms and conditions on which we conduct business with you. These terms and conditions are binding to the exclusion of all other agreements and all other terms and conditions that may be in force at the time of your engagement with SDL Pellets Limited. Please read these terms and conditions carefully, making sure that you fully understand them, before ordering any services or products from us. By using our website or ordering any of our products, you agree to be bound by these terms and any other terms expressly referred to in it. Where purchases are made online through any website owned by SDL Pellets Limited, by ticking the acceptance box you confirm that you accept these terms and conditions. Where purchases are made offline or by any other means, confirmation in writing of your agreement to buy, through email or other verbal communication, OR part or full or part payment of an invoice issued by us, confirms that you unconditionally accept these terms. If you do not accept these terms and conditions, you may not order services products from us. Any variation to these terms (including any special terms and conditions agreed between the parties) shall be inapplicable unless set out on the invoice or otherwise agreed in writing between the parties. These terms will govern and be incorporated into every contract and shall prevail over any terms or conditions (whether or not inconsistent with these terms and conditions) contained or referred to in any correspondence or implied by custom, practice or course of dealing. We amend these terms and conditions from time to time and the date of the last revision is included at the end of this document. Every time you wish to order products please check the terms and conditions to ensure that you understand all clauses which are currently in force.


‘Conditions’ means the Terms and Conditions stated in this document

‘Site’ means the websites owned and operated by SDL Pellets Limited.

‘Website User” is any person visiting one or more of our websites.

‘Retail Buyer’ means a person or individual who is purchasing products from SDL Pellets Limited.

‘Wholesale Buyer” means any business or organisation who is purchasing or who has agreed to products from SDL Pellets Limited. 

“Haulier” is any entity purchasing transport or transport related services from SDL Pellets Limited.

1. Information about us

1.1 We are SDL Pellets Limited, a company registered in England and Wales under company number 14398960 and VAT number GB 430527424.

1.2 Our websites include, www.sdlpellets.co.uk

1.3 You can contact us by writing to us at:

SDL Pellets Limited

Stanley’s Quarry

Westington Quarry

Chipping Campden

GL55 6EG


2. Access

2.1 SDL Pellets Limited is the legitimate owner and operator of the Site


2.2 You are provided with access to our Site in accordance with these Conditions and any use of them must be in accordance with these Conditions.

2.3 Your use of the Site is subject to these Conditions. By using the Site, you will be deemed to have accepted and agreed to be bound by these Conditions.

2.4 We provide the Site on an ‘as is’ basis and make no representations as to the quality, completeness or accuracy of any content made available on the Site.

2.5 To the maximum extent permitted by law we exclude all conditions, warranties and other Conditions that might otherwise be implied by law into these Conditions

2.6 To the maximum extent permitted by law we exclude any and all liability to you, whether arising out of these Conditions or otherwise in connection with the use of the Site

2.7 Nothing in these Conditions is intended to exclude or limit any liability that may not by law be excluded or limited, in particular none of the clauses are intended to limit any rights you may have as a consumer under local law or other statutory rights which may not be excluded.

3. Our Rights

3.1 We reserve the right to modify or withdraw, temporarily or permanently, this Site (or any part thereof) with or without notice to you.

3.2 We reserve the right to restrict your access to the Site or part of it.

3.3 We reserve the right to protect our intellectual property rights contained on the Site, including all text, pictures, videos and other content made available on the Site. You may not make copies of such content without our prior written permission.

3.4 We reserve the right to take legal action in the event that our intellectual property has been taken for use without our permission.

4. Use of the Site

4.1 Your permission to use the Site is personal to you and not-transferable.

4.2 Your use of the Site is conditional upon the rules set out in these Conditions.

4.3 By using this Site you agree to not use it for any fraudulent or unlawful purpose.

4.4 By using this Site you agree to not use it to defame, abuse, harass, stalk, threaten or otherwise violate the rights of others.

4.5 By using this Site you agree not to impersonate any person or entity, falsely state or otherwise misrepresent your affiliation with any person or entity in connection with the Site.

4.6 By using this Site you agree to not interfere with or disrupt the operation of the Site or the servers or networks used to make the Site operational.

4.7 By using this Site you agree to not transmit or otherwise make available in connection with the Site any virus, malware, bloatware, ransomware, worm, trojan horse or other computer code that is harmful, invasive or could damage the operation of, or monitor the use of, any hardware, software or equipment.

5. Third party links

5.1 To provide suggestions or easier use we may provide links to other websites.

5.2 You acknowledge and agree that we are not responsible for and do not endorse such external websites or resources and that use of any such third party websites is entirely and wholly at your own risk.

6. Privacy and Security

6.1 By using our Site you agree that we may collect, process, and store information about you including details of your visits such as pages viewed and the resources that you access. Such information includes traffic data, location data and other communication data.

6.2 By using our Site you agree that we may collect, process, and store information you explicitly provide to us, including email addresses, phone numbers, mailing addresses collected through processing of purchases, inquiries through our contact form, requests for samples or registration for our prize draws.

6.3 By using our Site you agree that we (or our advertisers) may collect, process, and store cookies, where appropriate, to gather information about your computer in order to assist us in improving our website, and you acknowledge that you are able to adjust the settings on your computer to decline all setting of cookies if you wish.

6.4 You agree that we may from time to time email the contacts in our database regarding special offers or general information. Any such emails will contain an unsubscribe facility so that users can choose to be taken off our mailing list. No further emails will be sent to any recipients that have chosen to unsubscribe from our mailing lists.

6.5 In operating the Site it may become necessary to transfer data that we collect from you to locations outside of the European Union for processing and storing. By providing your personal data to us, you agree to this transfer, storing or processing. We do our upmost to ensure that all reasonable steps are taken to make sure that your data is treated stored securely.

6.6 Unfortunately the sending of information via the internet is not totally secure and on occasion such information can be intercepted. We cannot guarantee the security of data that you choose to send us electronically, and sending such information is entirely at your own risk.

6.7 You agree that we may disclose personal information to a third party in the event that we sell any or all of our business.

6.8 You agree that we may disclose personal information to a third party where we are legally required by law to disclose your personal information.

6.9 You agree that we may disclose personal information to a third party to assist with fraud protection and reduce the risk of fraud.

6.10 In accordance with the Data Protection Act 1998 you have the right to access any information that we hold relating to you. Please note that we reserve the right to charge a fee of £10 to cover costs incurred by us in providing you with the information.


7. Our Products

7.1 Any images of our products are for illustrative purposes only. Although we make every effort to display our products accurately, we cannot guarantee that the products exactly reflect them. The products you order may vary from any images you have seen on our Site or on any other advertising.

7.2 The packaging of the products may vary from that shown on any images which are used on our Site or advertising materials.

7.3 All of our products are subject to availability. We will inform you by email as soon as possible if the product you have ordered is not available.

7.4 In the event that the product you have ordered is not available, we reserve the right to cancel the order and refund the Retail Buyer in full. 

8. Purchases

8.1 You may only purchase products from us if you are 18 years or over.

8.2 By placing an order by phone or on our Site, Retail Buyers are deemed to have accepted the Conditions unconditionally, and we intend to rely upon these Conditions and any document expressly referred to in them in relation to the contract between you and us.

8.3 While SDL Pellets Limited accepts responsibility for statements and representations made by our duly authorised agents, any variations from these Conditions must be confirmed in writing by a Director of the company.

9. Prices and Fees

9.1 The price of products and any applicable delivery charges shall be the price set out in the order form (online cart) or summarised to you over the phone.

9.2 We take all reasonable care to ensure that the price is correct at the time our Site or authorised agents provide it to you. However if we discover an error in the price we reserve the right to cancel your order and issue a full refund.  

9.3 Prices for our products may change from time to time, but changes will not affect any order which we have already delivered.

9.4 Where there is an option of a reduced rate of VAT, you may only choose that option if you are entitled by law to that lower rate of VAT. Choosing of the correct rate of VAT is the responsibility of the Retail Buyer, and any fraudulent use of this feature may result in an investigation of the Retail Buyer by His Majesty’s Revenue and Customs (HMRC). SDL Pellets Limited accepts no liability for fraudulent use of selectable VAT rates.    

9.5 Retail Buyers can pay for products using Debit or Credit card only. We do not accept payment by cheque or cash.

10. Cancellation

10.1 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. 

10.2 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.

10.3 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.

10.4 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.

10.5 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 that shows deterioration after exposure to wind, rain or sun will be the sole responsibility of the buyer except where timber has been specifically sold as “treated”.

10.6 To cancel your contract, you must contact us in writing by sending an email to info@sdlsolutions.co.uk.

11. Delivery to Retail Buyers

11.1 SDL Pellets Limited will deliver orders within 30 days of placing an order. Any indication of delivery times, waiting periods, delays and so on, are purely estimations and not contractually binding.

11.2 If SDL Pellets Limited fails to deliver within 30 days of placing an order, a Retail Buyer may cancel the order and receive a full refund.

11.3. For orders delivered on pallets, Retail Buyers agree to accept delivery to kerbside. Any movement of the goods from the kerbside and to the Retail Buyer’s property or any other location is not guaranteed and purely at the discretion of the delivery driver. The cost of moving the goods after kerbside delivery has occurred lies solely with the Retail Buyer.

11.4 SDL Pellets Limited explicitly reserves the right to cancel delivery where a Retail Buyer has ordered goods to be delivered to a site where (a) there is no flat surface to land the pallet, such as soft ground such as grass, gravel or soil, (b) where it is illegal for a lorry to park or offload, (c) where the surface of the access road is very unstable, soft or muddy, (d) where the access road is on an incline greater than 12 (twelve) degrees, and (e) where the access road does not provide 3 (three) metres width clearance and 5 (five) metres vertical clearance. In the event of delivery termination due to any of these reasons, the Retail Buyer will bear the costs of sending and returning the goods to SDL Pellets Limited.

11.5 We will deliver to the address specified when you place an order. In the event that you have provided an incorrect address you must advise us as soon as possible and inform us of the correct address. If delivery is made to an incorrect address specified by you, we will not be held responsible for moving the goods at a later date. Any relocation of the goods after the initial delivery will be at our discretion and at the Retail Buyers expense.

11.6 Prior to the arrival of your goods you will have agreed the date for your delivery or with one of our authorised agents. If you are not home at the time delivery is attempted on that date, the cost of redelivery on a new date will be covered by the Retail Buyer.

11.7 You agree to take delivery of your order within 5 working days of placing your order. We reserve the right to charge a storage fee of up to £10 per item per day from the 6th day onwards. 

11.8 In the event of any damage to your property in the course of delivery, you agree to provide us an estimate for damages in the first instance. We may decide, at our discretion, to seek an independent quote for repairs. We reserve the right to use insurance to cover such costs. No works or repairs can be carried out at the expense of SDL Pellets Limited without prior approval in writing from ourselves. Any unauthorised repairs will be entirely at the expense of the Retail Buyer.

11.9 SDL Pellets Limited disclaims all liability from any damage or death to any property or person that may occur during the delivery process. Any liability for damage that may occur during the delivery process lies strictly with our contracted third party haulier.

11.10 We do not deliver to addresses outside of the UK or the Republic of Ireland.

11.11 Next day delivery/ Express delivery is 1-2 working days, if the order is placed prior to 12pm this will most likely result in a next-day delivery, if you order post 12pm this will result in delivery the following working day (Day 2). You will not be contacted via telephone to arrange this, you will instead be notified that the order is out for delivery. Please note, if you select this service and wish to reschedule the delivery you will be liable for the costs incurred.

12. Extent of Liability Retail Buyers

12.1 If we fail to comply with these Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable.

12.2 Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the contract.

12.3 Retail Buyers agree not to use our products for any commercial, business or re-sale purpose unless we specifically agree this with you in writing. SDL Pellets Limited accepts no liability to Retail Buyers for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12.4 SDL Pellets Limited does not in any way exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or breach of any applicable consumer protection laws.


13. Contracts of Sale

13.1 A contract of sale with SDL Pellets Limited is deemed to have been entered into whenever a duly authorised agent of a registered business confirms the intent to proceed with an order or costing estimate. Where this is the case, the Wholesale Buyer agrees to be unconditionally bound by these Conditions.    

13.2 A duly authorised agent may be any official director or employee of a business.

13.3 All sales contracts commit SDL Pellets Limited to delivery of products that are of satisfactory quality, fit for purpose and as described.

13.4 A Wholesale Buyer who has received delivery of goods is deemed to have had adequate and substantial opportunity to inspect those goods and confirm that they meet the specifications as detailed on sales invoices, and agrees to raise any disputes concerning product quality or specifications within 48 (Forty Eight) hours of receipt of goods.  

13.5 SDL Pellets Limited will not be held liable for any claims concerning product quality where the Wholesale Buyer notifies SDL Pellets Limited after 48 (Forty Eight) hours of the recorded time of receipt of goods.

13.6 In the event of a dispute over product quality or product specifications, the Wholesale Buyer agrees to return the received goods to SDL Pellets Limited at the cost of the Wholesale Buyer, and until such a time as the goods are received by SDL Pellets Limited, the Wholesale Buyer remains liable for all monies due under the contract of sale, unless otherwise notified by SDL Pellets Limited in writing.  

14. Special Terms

14.1 As a Wholesale Buyer you acknowledge that SDL Pellets Limited has spent considerable investment in finding suppliers in the course of its trade, and that direct communication or business arrangements between Wholesale Buyers and the suppliers of SDL Pellets Limited is likely to harm the business performance of SDL Pellets Limited.  

14.2 As a Wholesale Buyer, therefore, you agree that you will not approach, communicate with, or purchase from any supplier responsible for the production or manufacturing of products supplied to you through SDL Pellets Limited, for a period of 24 (twenty-four) months of receiving goods which have originated from that supplier.

14.3 Breach of clause 14.2 will entitle SDL Pellets Limited to claim compensation from the Wholesale Buyer, of a sum no less than 20% of all purchases concluded between the Wholesale Buyer and the said supplier of SDL Pellets Limited, for a period of 24 months following completion of the first purchase from said supplier.

14.4 It is agreed that clause 14.2 does not apply where the Wholesale Buyer has purchased goods from the supplier in question, during the 12 month period immediately prior to entering into a contract with SDL Pellets Limited for goods originating from that supplier.

15. Liabilities

15.1 Under no circumstances will SDL Pellets Limited accept liability to any Wholesale Buyer, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the contract any loss of profits, sales, business or revenue, any loss or corruption of data, information or software, any loss of business opportunity, any loss of anticipated savings, goodwill, or indirect consequential loss.

15.2 The total liability of SDL Pellets Limited to any Wholesale Buyer in respect of all other losses arising under or in connection with the contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price of the product.

15.3 Except as expressly stated in these Conditions or explicitly stated in any contract of sale, we do not give any representations, warranties or undertakings in relation to the products. Any representation, condition or warranty which might be implied or incorporated into these Conditions by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the products are suitable for your purposes.

16. Title and Ownership

16.1 In spite of delivery having been made and the passing of risk in the products, title of the products shall not pass from us to you until you have paid in full.

16.2 Until property in the products passes to you in accordance with this clause, you shall hold the products on a fiduciary basis as a Bailee of SDL Pellets Limited.

16.3 We shall be entitled to recover the price notwithstanding that the property in the product has not passed from us to you.

16.4 Until such time as property in the products passes from us to you, you shall, upon request, deliver up the products to us. If you fail to do so, we may enter upon any premises owned, occupied or controlled by you, where the products are situated and take repossession of the products.

16.5 You shall not pledge or in any way charge, by way of security for any indebtedness, the products while they remain our property.

16.7 You shall insure and keep insured the products to their full price against all risk to our reasonable satisfaction until the date the property in the products passes from us to you and you shall whenever requested by us, produce a copy of the policy of insurance.

16.8 In the event that products are dispatched to you before payment in full and in cleared funds of the price, you shall pay the price of any balance on the date and by the method set out in the order form or invoice. If you fail to make such payment within 10 calendar days of the due date for payment, then we shall be entitled to charge you interest (both before and after any judgments) on the amount unpaid from the date on which it was due at the rate of statutory interest under the Late Payment of Commercial Debts (interest) Act 1998 until payment is made in full.

16.9 You shall be liable for and indemnify us against all costs and expenses incurred by us in respect of any steps, actions or proceedings made or brought against you by us to obtain payment of outstanding monies and interest.

16.10 If either party to the contract goes into liquidation and becomes bankrupt, makes a voluntary arrangement with its creditors or has a receiver or administrator appointed the contract can be terminated. Termination of the contract shall not affect any rights either party had up to the date of termination.

17. Events beyond our control

17.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by an event beyond our control.

17.2 An event beyond our control means any act or event beyond our reasonable control including without limitation: accident to our breakdown of delivery vehicle, strikes, lock outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat or terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, natural disaster, failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

17.3 If an event beyond our control takes place that affects the performance of our obligations under a contract, SDL Pellets Limited will contact you as soon as reasonably possible to notify you.

17.4 In the event of an event beyond our control, SDL Pellets Limited’s obligations under a contract will be suspended and the time for performance of our obligations will be extended for the duration of the event beyond our control.

17.5 Where the event outside our control affects our delivery of products to you, we will arrange a new delivery date with you after the event outside of our control is over.

18. Communications

18.1 When we refer to these Conditions, to “in writing” this will include by email or letter.

18.2 If you wish to contact us in writing, or if any clause in these Conditions requires you to give us notice in writing, you can send this to us by email info@sdlsolutions.co.uk . We will confirm receipt of this by contacting you in writing, normally by email.

18.3 If we have to contact you or give you notice in writing, we will do so by email or by pre-paid post to the address you provided to us in your order

18.4 Any notice given by you to us, or by us to you, will be deemed received and properly served 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email that such email was sent to the specified email address of the addressee.


19. Entire Agreement

19.1 These Conditions and any documents referred to within these Conditions set out the whole of our agreement relating to the supply of goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these Conditions or as an authorised representative about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentations, we shall have no liability for any such representations being untrue or misleading.

20. Jurisdiction

20.1 These Conditions are governed by English Law. This means a contract for the purchase of products and any dispute or claim arising out of or in connection with it will be governed by English Law. You agree that the court of England has non-exclusive jurisdiction.

21. Invalidity

21.1 If any part of these Conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

22. Dispute resolution

22.1 In the event of any dispute or disagreement arising out of or in connection with the contract or any breach of contract, either party may serve notice upon the other, setting out brief details of the dispute that has arisen and the parties shall use reasonable endeavours to settle the dispute by good faith negotiation.

22.2 If the dispute cannot be resolved within 28 days of either party serving notice of a dispute, the parties shall submit the dispute to a neutral adviser.

22.3 Either party may give written notice to the other explaining the dispute, proposing three suitable persons to be appointed.

22.4 If the parties accept any recommendations made by the neutral adviser or otherwise reach agreement as to the resolution of the dispute, such agreement shall be recorded in writing and signed by the parties, and neutral adviser as a witness, at this point the agreement shall become binding upon the parties.

22.5 The costs and fees of the neutral adviser shall be borne equally by the parties. The parties shall bear their own costs of all other aspects, including legal advice, of the ARD procedures.

22.6 If the dispute is not resolved by the independent adviser then the dispute can be resolved via court proceedings.

Revised 4th December 2023

Shopping Basket
Scroll to Top