Changed your mind?
We've got you covered.
A simple return via email, no justification required.
You have 14 days after receiving your stere to exercise your right of withdrawal. No reason needed: a simple message to contact@stere-direct.com is all it takes to start the process.
Return conditions
- Logs unused, not burnt and not split after delivery
- Original pallet and strapping retained for return transport
- Wood stored under cover since delivery (moisture content unchanged)
- Complete quantity: full stere or half-stere, no partial returns
How it works
Return costs
Return transport costs for a pallet of firewood remain your responsibility (expect £40–60 depending on region). In the event of a proven defect or wrong species delivered, we cover the collection cost in full.
Refund
Refund is issued within 14 days of wood receipt, to the payment method used when ordering.
Frequently asked questions
Can I return just a few logs?
No, returns must be for a complete stere or half-stere. We can’t repackage a partially used pallet for resale.
What if the wood is too damp when it arrives?
Report it within 48 hours with photos by email: if moisture content exceeds 20%, we collect the batch at our cost and refund or replace.
I’ve already burnt some logs, can I still return the rest?
No, the right of withdrawal requires an unused product. A partly used pallet cannot be returned.
How do I contact you about a return?
By email only at contact@stere-direct.com or via the contact form on the site, with your order number.
A faulty product?
Our after-sales service handles defects, hidden faults and technical issues.
