Delivery, Returns & Refunds Guide


Access to your Property

Deliveries are contracted to be at the kerbside only. We try our best in every case to get as close as possible but please be aware that delivery onto the property 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. 

Unfortunately, we can no longer offer 7.5T delivery vehicles for pallets of 750kg or above unless you own a forklift.

If you require the delivery to be made on a 7.5T vehicle please order a half pallet or contact us to discuss any arrangement prior to ordering. 

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.

Where do we deliver?

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

Do you have a Surcharge?

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. 

Can I get a 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 

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.

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.

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

Deliveries are contracted to be at the kerbside only. We try our best in every case to get as close as possible but please be aware that delivery onto the property is at the discretion of the driver on the day of the delivery.

Please note that pallet delivery is not the same as parcel delivery, 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.

If the vehicle runs late, Pure Biofuel Ltd. 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.

Refused Delivery

If a delivery is refused by the customer then the pallet will be returned to the depot and a refund made to the customer minus the delivery costs. 

Please note that other costs for the return or re-routing of the pallet might apply, however, we will always do our best to minimise them. 

Refunds for Damaged Items

If there is just a slight problem or issue, we are happy to work with you for a partial refund or a small amount of compensation depending on the nature of the problem and if you are generally happy with the rest of your order. It’s very rare things do go wrong, but we will always work to fix them until our customers are 100% satisfied.

Refund Process

In the very rare occasion that less than the number of bags are delivered than you ordered, please make a note of this on the delivery note before signing. Please note some pallets are packed with 5 bags per layer and others with 6 bags per layer. So make sure you are able to count them accurately.  

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 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).

To be eligible for a refund claims for missing bags must be done within 24 hours of the receipt of the order AND noted on the delivery note alongside your signature. 

To be eligible for a refund claims for split bags must be done within 7 days of the receipt of the order AND noted on the delivery note alongside your signature. Photographs showing the amount requested must be emailed within this time frame. 


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