Refund policy

Simple, fast and customer-friendly.

14 days
Return period

✓
Free return shipping*

14 days
Refund

Our Returns Policy

At DONKEY FIREWOOD LTD, we want you to be completely satisfied with your purchase. If you are not satisfied with an item, you can return it within 14 days of receiving the goods in accordance with the applicable statutory provisions.

After receiving and inspecting your return, we will refund the purchase price within 14 days using the original payment method.

Returns in 4 Easy Steps

1. Contact us
Send us an email and provide us with your order number and the reason for the return.

2. Prepare the return
We will inform you about the next steps and, where applicable, provide you with a return label or further shipping information.

3. Pack the goods securely
Pack the item preferably in its original packaging and send it to the return address provided.

4. Receive your refund
After successful inspection of your return, the refund will be made within 14 days to the payment method originally used.

Return Conditions

Criterion	Requirement
Return period	Within 14 days of receipt
Condition	Unused and preferably in its original condition
Packaging	Original packaging recommended
Refund	Within 14 days of receipt of the returned goods
Processing	After successful inspection of the return

Complaints & Warranty

If your item has a material or manufacturing defect, we will of course assist you within the framework of the applicable statutory warranty rights.

Repair of the product
Replacement delivery
Reduction of the purchase price
Refund in the event of a justified complaint

Please contact us as soon as possible and have your order number ready.

Contact for Complaints

DONKEY FIREWOOD LTD

117 Tweedholm Avenue East
Walkerburn
EH43 6AP
Scotland

Company Registration Number: SC755868

Email: info@donkeyfirewoodltd.com
Telephone: +44 7456 072480

Transport Damage

Please check your delivery immediately upon receipt.

Photograph the damaged packaging and the item.
Inform us as soon as possible within 24 hours.
Keep the packaging and goods until the matter has been clarified.

Exceptions to the Right of Return

Individually manufactured or personalised products
Sealed hygiene products after the seal has been opened
Items damaged through improper use
Products which, due to their nature, are not suitable for return

Customer Service