Return & Refund Policy
Last Updated: August 2026
At Croft Logs, operated by CROFT LOGS LTD, we want our customers to have a clear understanding of how returns and refunds are handled. This Return & Refund Policy explains when a return may be requested, which products may qualify, how returned products are reviewed, and how approved refunds are processed.
Please review this policy before requesting a return.
1. Return Eligibility
You may request a return within 30 days of receiving your order.
To qualify for a return, the product must:
- Be unused where applicable.
- Be in its original condition.
- Be in resalable condition where applicable.
- Include original packaging, accessories, or other applicable product components.
- Not have damage caused after delivery.
Certain products may have specific return restrictions. Any applicable product-specific restriction will be clearly identified on the relevant product page or under the applicable order terms.
2. Damaged, Defective, or Incorrect Products
If you receive a product that is:
- Damaged
- Defective
- Different from the product you ordered
please contact Croft Logs as soon as possible.
For approved claims involving damaged, defective, or incorrect products, Croft Logs will cover the applicable return shipping costs and work with you to provide an appropriate resolution.
Depending on the circumstances, the resolution may include a replacement, exchange, or refund.
Please provide your order number and relevant details about the issue when contacting us.
3. Change-of-Mind Returns
If you no longer require an eligible product, you may request a return within the 30-day return period, provided the product meets the applicable return requirements.
For approved change-of-mind returns:
- The customer is responsible for applicable return shipping costs.
- Original delivery charges, where applicable, may be non-refundable.
- The product must meet the return condition requirements described above.
4. No Restocking Fees
Croft Logs does not charge restocking fees on approved returns.
5. How to Request a Return
Step 1 – Contact Our Support Team
Email us at:
Please include:
- Your order number
- The product you want to return
- A brief explanation of the reason for the return
- Photos or other supporting information where relevant
Step 2 – Wait for Return Instructions
Our customer service team will review your request.
If the return is approved, we will provide the appropriate return instructions and return address.
Please do not send a return to an address unless our customer service team has provided the appropriate instructions for your return.
Step 3 – Prepare the Package
Carefully package the product to help protect it during return transportation.
Include any applicable original packaging, accessories, components, or other items that were supplied with the order.
Step 4 – Send the Return
Follow the return instructions provided by our customer service team.
Keep your return shipment tracking information until your return has been fully processed.
6. Return Inspection
Once we receive the returned product, it may be inspected to confirm that it meets the applicable return requirements.
If the returned product does not meet the eligibility requirements, we may be unable to approve the return.
We will notify you of the outcome after the inspection.
7. Refunds
Approved refunds are generally issued within 7 business days after the return inspection is completed.
Approved refunds are generally issued to the original payment method used for the purchase.
After the refund is issued, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
The exact time required may vary depending on your financial institution or payment provider.
8. Exchanges
If you would prefer an exchange rather than a refund, please contact our customer service team.
Exchange availability depends on product availability and the applicable return requirements.
If an exchange is not available, an eligible refund may be processed instead.
9. Items Not Eligible for Return
Certain products may not be eligible for return because of their nature, condition, hygiene considerations, product-specific restrictions, or other applicable reasons.
Any product-specific return restriction will be clearly identified on the relevant product page or under the applicable order terms.
If you are unsure whether a product is eligible for return, please contact us before sending it back.
10. Return Shipping Costs
Damaged, Defective, or Incorrect Products
For approved returns involving products that arrived damaged, defective, or different from what was ordered, Croft Logs will cover the applicable return shipping costs.
Change-of-Mind Returns
For approved change-of-mind returns, the customer is responsible for applicable return shipping costs.
11. Refunds for Cancelled Orders
If an order is successfully cancelled before processing or shipment and a refund is applicable, the refund will generally be issued to the original payment method.
Cancellation requests are not guaranteed once an order has entered processing or has been dispatched.
Please contact us as soon as possible if you need to cancel an order.
12. Contact Us
If you have questions about returns or refunds, 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.