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Barrett’s Coal Ltd – Returns & Refunds Policy

Last updated: [insert date]

1. Scope of this Policy

This Returns & Refunds Policy applies to all purchases made from Barrett’s Coal Ltd, including in-store, by telephone, and online orders.

Nothing in this policy affects your statutory rights under UK consumer law.

2. Change of Mind / Unwanted Goods

You may return goods within 14 days of receiving them for a full refund, or within 28 days for an exchange, provided:

  • The goods are unused and have not been opened, burned or partly consumed.

  • The goods are in saleable condition, with intact original packaging.

  • Proof of purchase is provided.

You must notify us within the 14- or 28-day period so we can confirm eligibility and arrange the return.

3. Where & How Returns Are Made

Returns should normally be made to the same Barrett’s Coal Ltd depot/outlet the goods were purchased from, unless agreed otherwise.

If you require a collection:

  • Return transport costs are the customer’s responsibility, unless the return is due to our error.

  • Goods must be packaged securely and safely for transport.

  • If a collection attempt fails because goods are not accessible, not ready or unsafe to load, a failed collection feemay apply.

4. Condition of Returned Goods

Refunds may be refused or reduced if goods are:

  • Used, opened or partly consumed.

  • Not in the original packaging.

  • Damaged, contaminated or otherwise not resaleable.

All returned goods are inspected on arrival.

5. Damaged, Defective or Incorrect Goods

If goods arrive damaged, incomplete or incorrect:

  • Contact us as soon as possible (ideally within 24 hours).

  • Provide your order details and photos where possible.

After assessment, we will offer one of the following:

  • Replacement

  • Collection and refund

  • Another suitable remedy

If the issue is our fault, return or collection will be at our cost.

6. Exchanges

You may request an exchange within 28 days, provided:

  • Goods are unused and unopened.

  • Goods are in a saleable condition.

  • Replacement product is in stock.

  • Any price difference is settled.

For some cases, a refund plus a new order may be quicker.

7. Non-Returnable Items

Except when faulty, the following cannot be returned:

  • Open or part-used bags of coal or smokeless fuel

  • Loose/bulk tipped fuel once delivered

  • Special-order or customised products

8. Refunds

After inspection of returned goods:

  • Approved refunds will be issued to the original payment method.

  • Refunds will be processed within a reasonable time frame.

9. Your Statutory Rights

Your legal rights are not affected.
Faulty, misdescribed or unfit-for-purpose goods may qualify for a repair, replacement or refund as required by law.

10. Contacting Us

To request a return, refund or exchange, please contact us via the details on our website, providing:

  • Your name and contact details

  • Order number or proof of purchase

  • Delivery date and address

  • Product details and the reason for return

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