Refund Policy

1. Our Commitment

HotWood Limited stands behind the quality of our firewood. Our products are covered by the Consumer Guarantees Act 1993 (CGA), which ensures that our goods are of acceptable quality and fit for purpose.

2. Cancellations (Before Delivery)

Notice Period: If you need to cancel your order, please contact us at least 24 hours before your scheduled delivery window.

Restocking Fee: If an order is cancelled after the wood has already been loaded onto our delivery vehicle, HotWood Limited reserves the right to retain a restocking fee of 15% or a flat $30 fee to cover labor and handling costs.

Refund Method: Approved cancellations will be refunded via your original payment method, including Afterpay, credit card, or bank transfer.

If you paid by card, approved refunds will be returned to the original card payment method through Stripe. Processing times for refunded card payments may vary depending on your bank and Stripe processing timelines.

3. Issues After Delivery

Firewood is a natural, bulky product. If you believe the product delivered is not what you ordered, such as the wrong wood type or excessive moisture content, you must contact us within 48 hours of delivery.

Material Difference: If the product is materially different from what was agreed upon, we will offer a replacement or a partial or full refund at our discretion.

Verification: We may require photos or a site visit to verify claims regarding wood quality or volume.

Change of Mind: Please choose carefully. We generally do not offer refunds for change of mind once the wood has been tipped or delivered.

4. Afterpay and Card Refunds

If you have paid via Afterpay, we will process the refund through the Afterpay merchant portal.

Afterpay will then adjust your payment schedule or refund any installments already paid.

Please note that Afterpay may continue to deduct payments until the refund is fully processed by their system.

If you have paid by card, we will process the refund through Stripe to the original card used for the purchase.

5. Delivery Failures

If we are unable to deliver due to restricted access that was not disclosed at the time of order, a redelivery fee may apply, or the order may be cancelled minus the restocking fee mentioned in Section 2.