Cancellation Policy
Last Updated: August 2026
At Croft Logs, operated by CROFT LOGS LTD, we understand that customers may sometimes need to cancel an order. This Cancellation Policy explains when an order cancellation may be requested and how applicable refunds are handled.
1. Cancellation Before Dispatch
Customers may request cancellation of an order before the order has been processed or dispatched.
To request a cancellation, please contact our customer service team as soon as possible after placing your order.
Cancellation requests are not guaranteed once an order has entered processing or has been dispatched.
2. How to Request a Cancellation
To request an order cancellation, please contact us at:
Email: jr@croftlogs.co.uk
Please provide:
- Order number
- Customer name
- Product or order details
- Reason for cancellation, if applicable
Our team will review the order status and confirm whether the cancellation can be completed.
3. Cancellation After Dispatch
Once an order has been dispatched, it generally cannot be cancelled through the standard cancellation process.
If you no longer want the product after dispatch, you may contact our customer service team to determine whether the order qualifies for a return under our Return & Refund Policy.
4. Refunds for Cancelled Orders
If an order is successfully cancelled before processing or dispatch and a refund is applicable, the refund will generally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
5. Cancellation of Part of an Order
If you wish to cancel only part of an order, please contact us as soon as possible.
Partial cancellation may be possible if the applicable product has not yet entered processing or dispatch.
6. Contact Us
If you have questions about cancelling an order, please contact us.
Croft Logs
CROFT LOGS LTD
Company Registration Number: 14267694
Address:
Stugdale Farm
Flaxton, York, YO60 7SJ
United Kingdom
Email: jr@croftlogs.co.uk
Phone: +4407768726198
Customer Service Hours:
Monday to Friday: 9:00 AM – 5:00 PM (UK Time)
We aim to respond to emails within 24 hours (Monday–Friday). Messages received during weekends will be answered on Monday.