Refund policy

Return and refund policy

Your New Zealand consumer rights

Nothing in this policy excludes or restricts rights or remedies under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law. Statutory remedies are separate from voluntary cancellations and change-of-mind returns.

Requesting a cancellation or change

Email dave.firewoodandchipnz@gmail.com with your order reference and requested change as soon as possible. We will confirm whether the order has been dispatched and what arrangements can be made. A request is not confirmation that an order has been changed or cancelled.

If we receive your cancellation request before dispatch, we will cancel the order and refund the amount paid for the cancelled goods and their delivery, without a cancellation fee. After dispatch, voluntary cancellation depends on whether the delivery can reasonably be stopped or the goods recovered. We will explain any proposed arrangements and refund before you agree. We do not apply an automatic cancellation fee or restocking fee.

Change-of-mind returns after delivery

We do not offer an automatic right to return correctly supplied firewood simply because you change your mind. Contact us to discuss whether we can accept a voluntary return. If we agree, we will confirm the goods to be returned, their condition, collection arrangements and refund amount in writing.

For an agreed change-of-mind return, the original delivery charge is not refundable and you are responsible for reasonable return or collection costs agreed with you beforehand. There is no automatic collection charge or deduction. These conditions do not apply where you are entitled to a remedy under consumer law.

Incorrect products, short deliveries or quality problems

Contact us if the species, mix or quantity supplied is incorrect, the wood is damaged or contaminated, or you believe it does not match its description or meet an applicable consumer guarantee. Provide your order reference or other proof of purchase and explain the problem. Photographs are helpful where practical, but are not a condition of your legal rights. Where practical, keep affected wood separate and avoid using it while we arrange assessment; this request does not create a blanket exclusion of your rights.

For a failure that can be remedied, we will provide the remedy required by law, free of charge and within a reasonable time. This may include supplying a shortfall, replacement or a refund, as appropriate. If a failure cannot be remedied, is substantial, or is not remedied within a reasonable time, you have the choices provided by the Consumer Guarantees Act, which may include rejecting the affected goods for a refund or replacement, or retaining them and claiming compensation for reduced value. You may also be entitled to compensation for reasonably foreseeable loss.

We will arrange collection at our expense where rejected goods cannot reasonably be returned because of their nature, size or the problem. We will meet reasonable return and delivery costs where required by law. We will not make a statutory remedy conditional on an assessment fee or require you to accept store credit instead of a refund you are legally entitled to receive.

Disclosed firewood condition

All current firewood is freshly split, wet and unseasoned, intended to be seasoned before use for winter 2027. It is not sold as dry or ready to burn. The disclosed wet condition does not itself mean the goods are defective, but does not excuse incorrect species, quantity, misleading descriptions or any other failure to meet applicable consumer guarantees. Seasoning time depends on species, storage, airflow and weather.

Unsuitable delivery access

We will not enter or unload where it is unsafe. If access is unsuitable, we will discuss a safe alternative, redelivery or cancellation with you. We will not tip at another location without your agreement.

If incorrect delivery information or undisclosed access restrictions prevent delivery, any proposed additional transport cost or deduction must be lawful, reasonable, explained and agreed with you; no automatic failed-delivery charge or forfeiture of the purchase price applies. If the order is cancelled, we will refund the undelivered goods and unused delivery charge, subject only to any lawful deduction expressly agreed with you. If the failure is our responsibility, we will not charge you to correct it and will provide the remedy required by law.

Refunds and unresolved concerns

Where we cannot supply the goods or agreed delivery, we will seek your agreement to an alternative or refund the goods and delivery we cannot provide, without limiting any further legal remedy. Refunds will be processed promptly, normally to the original payment method unless another lawful method is agreed. We will confirm the amount and processing status; banks and payment providers can take additional time to display the funds. No fixed short complaint deadline is imposed by this policy; applicable legal time limits still apply. If we cannot resolve a concern directly, you may seek help from Citizens Advice Bureau or pursue the Disputes Tribunal or other available legal remedies.