Firewood & Fuel Deliveries – T&Cs

Last updated 13/09/2021

  • Once TTSR Limited receives your order, we will contact you to book in your delivery. You must provide a suitable daytime contact number at the time of ordering. Failure to do so could result in a delay in delivery.
  • Your delivery will be made within seven working days from the order date. If this is not possible, we will contact you to discuss the options. If you require a specific date, please contact us to plan. Requests for exact delivery times may be subject to an additional charge.
  • It is the responsibility of the customer to inspect delivered goods immediately upon receipt and notify TTSR within 48 hours of delivery if they are damaged or do not comply with the seller’s description at the point of sale. If the customer fails to do so, they will be deemed to have accepted the delivered goods.
  • To provide an efficient delivery service, we send our fleet of Ford Transit delivery vehicles. These vans require all openings and gateways to be at least 8ft/2.4M wide.
  • All firewood loads are loose tipped at the rear of the delivery vehicle.
  • Smokeless ovoids can be left in their sealed bags, or we are happy to empty the bags into your coal bunker and take the bags away. Please request bags to be emptied when booking your delivery.
  • Wood Chip/Mulch deliveries must be tipped onto a hard surface, or tarpaulin.
  • If the delivery driver arrives at your address and no one is available to accept delivery, we will tip the logs either on the drive or at an agreed location.
  • Delivery of items will be to a suitable point on your property. Any movement of the goods on your property is at the driver’s discretion.
  • Deliveries are made 8 am-4 pm, Monday to Friday. Saturday deliveries are available on request.
  • If delivery is refused, a charge for returning the goods will be made to the customer. This charge is £40.
  • In line with the Consumer Rights Act 2015, a customer can cancel. You have 14 days to cancel, starting the day the goods are received, and then 14 days in which to return the goods to TTSR Ltd. We have up to 14 days to action the refund. The customer bears the cost of returning the goods.
  • A charge may be made for re-delivery if you fail to notify us at the time of order of any access restrictions or issues that prevent us from delivering to your property.
  • Logs are provided ready to burn.
  • All logs are supplied at a standard approximate length of 250mm (10 inches). The width of the log may vary, and tolerances must allow for pieces as small as 25-30mm or as large as 120-150mm. Larger, chunky logs may be available on request.
  • Prices shown include VAT and are in British Pounds Sterling GBP. All payments are to be made in advance of delivery by debit or credit card over the phone. We cannot accept payment by American Express.
  • All products are subject to availability.
  • We take our responsibility to deliver only approved smoke-controlled fuel to smoke controlled areas seriously. Please ensure you are aware of your zone status. If you require clarification, please call your local environmental health department. We now only stock government approved smokeless ovoids, rather than house coal.

Customer Complaints Procedure

In the event of a customer’s dissatisfaction with the products and services we provide, we take complaints very seriously and seek to rectify the issue in a positive and timely manner.

In order for a complaint to be processed:

We ask that the customer provides their complaint in writing to either or the Head Office postal address

  1. Please include your invoice number and/or date of delivery/visit
  2. Please tell us details of the complaint
  3. Please include photographic evidence (where relevant)*
  4. Suggest what kind of action would satisfactorily remedy the situation for you

*If, for example, the complaint is regarding the quality of a product delivered, please photograph close-ups of the product itself and also where it is being stored.

Head Office will aim to process and respond to your complaint within 3 working days. Arrangements will then be made with the customer to replace/repair/refund/remove the product/service at the earliest opportunity.

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