We want every load to light easily and burn hot. If something’s not right, tell us and we’ll fix it. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
Before delivery
You can change or cancel your order free of charge any time before it’s loaded for delivery. Call 0800 966 378 with your order number. Prepaid orders that are cancelled are refunded in full to the original payment method.
Wood not up to standard
Every load is guaranteed at 25% moisture or less. If you believe your wood is wet, green, or the load is short of the volume you ordered, contact us within 48 hours of delivery — photos help. If we’ve got it wrong we’ll put it right at no cost to you: a replacement load, a top-up, or a full or partial refund, your choice.
Change of mind after delivery
Because firewood is tipped loose at your property, we can’t restock a delivered load, so we can’t offer change-of-mind refunds after delivery. If you’re unsure what to order, check our good wood tips or call us before you buy — we’re happy to help you pick.
How refunds are paid
Refunds go back the way you paid — card refunds to your card (allow 3–5 business days), bank transfers to your account, and cash refunded in cash or by transfer, whichever you prefer.
Claims
Freephone 0800 966 378 or email orders@woodstocks.co.nz with your order number.