Refund & Returns Policy
We stand behind our firewood. If something isn’t right with your order, we’ll make it right — here’s how.
Damaged or Incorrect Orders
If your order arrives damaged, short or different from what you ordered, contact us within 48 hours of delivery with your order number and a photo where possible. We’ll replace the affected items or refund them in full — your choice.
Quality Guarantee
Every load is guaranteed seasoned below 20% moisture. If a moisture meter reading on delivery (taken correctly, split face, mid-log) shows otherwise, tell us — we’ll replace the load or refund it. That’s the Ember Peak standard.
Change of Mind
Unopened, unused non-firewood products (accessories, tools, sealed firelighters) can be returned within 30 days for a refund of the product price; return shipping is at the buyer’s cost. Bulk firewood can’t be returned once tipped for hygiene and handling reasons — but the quality guarantee above always applies.
How To Request
Email [email protected] or use the contact page with your order number. We aim to resolve every request within two business days. Refunds are issued to the original payment method.