Delivery, Returns & Refunds Guide

 

Delivery Place

Deliveries are contracted to be at the kerbside only. Please be aware that delivery of the pallet other than kerbside is at the discretion of the driver on the day of the delivery.

Standard and Small Vehicles

Standard deliveries are undertaken in an 18T curtain-sider lorry. You must let us know on order if you require a small vehicle, or prior to dispatch so we can request the appropriate vehicle. 

Current nationwide delivery restriction on Tail-Lifts over 750kg means that customers requiring a 7.5T must either have a forklift to unload or purchase a smaller 750kg pallet that can allow Tail-Lifts.

Please note, if you require a 7.5T Vehicle with a Tail-Lift and do not mention this, you will be charged for the splitting of the pallet and re-delivery costs (if applicable) before the delivery goes ahead.

7.5-tonne lorries can be requested; however this is subject to availability and the local delivering depots have the final decision on the size vehicle they deem fit for a safe, successful delivery to kerbside.

Delivery Costs

We ship all over the United Kingdom and can even ship to the outer islands if required (but please call us for a quote).

Most UK mainland postcodes are free of charge however we do have some exceptions. These are automatically applied when you enter your shipping address. You will be able to view your total delivered price before you proceed to payment. 

Bulk Order Discount

Order of 4 full pallets and over qualify for a £5 per pallet discount (minimum order value might apply). For orders of 8 full pallets or more please contact us via email at info@simplywoodpellets.co.uk 

Delivery Details and Notes

It is the customer’s responsibility to enter the correct delivery details. Once the order has been placed, customers will have to notify us in writing with changes to the address before the order is dispatched. Additional fees may apply.

All order notes are passed on to our delivery company as guidelines and are not contractual.

Please note we cannot guarantee the delivery company will call prior to delivery.

Delivery Terms & Conditions

You must be able to accept either a Curtain-sider Lorry or a 7.5T Vehicle. If you can only accept a 7.5T Vehicle then you must enter it in the order notes at checkout. If you do not and require a re-delivery after an unsuccessful attempt and/or splitting of the pallets you will need to pay a fee at haulier's rates.

If a 7.5T van is required a light pallet (below 750 Kg) must be purchased.

Each haulier and depot might apply different charge rates; for clarification on the rates contact us via email or phone.

Deliveries of full pallets (above 750 Kg) are made on 18T trucks or above.

We can request the use of smaller trucks (12T or 15T) but smaller truck sizes are dependent on availability and cannot be guaranteed.

See the video below which provides useful information about delivery rules which ensure the safety of drivers and your goods.

Deliveries can only be completed on flat surfaces. The pallets cannot be delivered/collected on non-solid surfaces (e.g. gravel or grass). In case of any doubt please contact us before placing the order to avoid a missed delivery or check the video at the bottom of this page for better information on the delivery process.

Please also double-check your delivery address and phone number is correct. If the pallet has been sent to the wrong depot an additional re-route cost will occur at haulier's rates.

If you cannot be contacted on the delivery date, and we are not able to find a secure and dry place to leave your pallet then this will be considered an unsuccessful attempt and a missed delivery and re-delivery cost will occur at haulier's rates.

Please note, if the delivery cannot be completed due to the customer's fault a partial refund will be provided less £50 + VAT per pallet to cover the transport costs incurred returning the goods to our warehouse.

If redelivery and/or splitting of the pallets is required a charge will be applied at the hauler's rates.

Each hauler and depot might apply different charge rates; for clarification on the rates contact us.

We strongly suggest being present at the moment of delivery in order to inspect the pallet. 

If you decide not to be present please add to your delivery notes that you are happy for your order to be left without a signature or person present, however, our delivery partner nor ourselves could be liable should anything happen to your order after delivery

If the vehicle runs late, Simply Wood Pellets cannot be held liable for any charges incurred for wasted labour, equipment hire, inspections, or other on-site costs due to late or non-arrival of vehicles.

Warning: We do not guarantee the time(s) or date(s) of delivery. All delivery times on our website or on your order are estimates only and no guarantees are given in relation to timescales. No refunds or other compensation will be given for late delivery of your pallet(s).

Simply Wood Pellets disclaims all liability for any damage and or death to any property and or person that may occur during the delivery process.
Any liability for any damages that may occur during the delivery process lies strictly with the third party haulier.

Refunds

If there are bags that have become punctured, split, or opened during the delivery process please take photos of the bags, or of them on the pallet. Please then send them through to us via email at info@simplywoodpellets.co.uk. We will expect you to conserve as much of the product left in the bag as possible but will fully refund you for any lost/unusable pellets (please note, only lost/unusable product will be compensated for – damaged packaging is not a basis for a claim).

Simply Wood Pellets can only offer a refund for damaged goods, we cannot replace damaged goods.

To be eligible for a refund, notify us via email within 24hrs of the delivery specifying the amount of lost/unusable pallets. Please provide the weight quantity of lost/unusable product and not the number of split bags.

Please provide all evidence to substantiate the claim (e.g. photo evidence) no later than 72 hours after delivery.

All damages MUST be noted in the delivery note to be accepted.

Note that if there is a substantial discrepancy between your evidenced claim and what is noted in the delivery note we reserve the right not to offer any compensation.

In the event that the damage could reasonably not be seen by a visual inspection at the delivery and noted on the delivery note, provide all circumstantial evidence as to why it could not be previously noticed any later than 72 hours after delivery.

Warning: the goods will be considered to be delivered in a fit state where you have signed the delivery note confirming the safe delivery of the order.

In the unlikely event that the goods provided do not conform to their specification, i.e EN Plus A1, we will:

  1. Require a sample of the pellets for independent testing. You must retain 3 (three) full and sealed bags
    • One full and sealed bag will be required to be sent to a lab for independent testing
    • Two full and sealed bags need to be retained in case further testing is required
  2. We will not process a refund or replacement prior to the results of the independent test.
  3. If the product is proven to be out of specification by the independent testing lab we will provide you with a full refund or a replacement of the goods

Note that we can not uplift the faulty goods if the pallet has been dismantled and is not in its original wrapping.

Returns

You have 14 calendar days to return any order from the date you received it.

To be eligible for a return, the order must be in the original packaging in the same condition the courier left it (i.e. a complete full pallet in its original wrapping). You will be liable for the costs of returning the order if there’s nothing wrong with the product specifications, however, we can arrange the collection through our pallet courier provider to minimize your costs.

​We will refund you the full value of the goods returned to us, less £50 + VAT per pallet to cover the transport costs incurred returning the goods to our warehouse.

​It is your responsibility to ensure adequate access for our hauler to collect the goods. Where appropriate access is not given we will pass on any additional haulage costs to you.