Coal-Drop understands that you may wish return your purchased products if you are not fully satisfied. Customers may choose to return their products under our terms and conditions outlined below. Please ensure you have read and understand our Returns and Refunds terms before purchasing from us.

Cancellation

1. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCICAR), customers have the right to cancel any product or service. Cancellation requests must be submitted in writing within 14 days from the date of order placement.
2. The cancellation request must be a clear statement from the customer, indicating their decision to cancel the contract. The request for a refund must also be made in writing, clearly stating the request for a refund and quoting the order number. This request should be sent via email to sales@coal-drop.co.uk.
3. If the customer’s order has already been dispatched, they are required to return the goods at their own expense to our depot no later than 14 days after the cancellation request has been confirmed and accepted by Coal-Drop. Details of where to return the products will be provided via email shortly after the cancellation request has been accepted.

Returns and Refunds

1. Customers are entitled to request a return within 14 days of receiving their order, as stipulated by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCICAR).
2. Return requests must be submitted in writing, clearly indicating the intention to return a product. These requests should be sent via email to sales@coal-drop.co.uk.
3. Upon acceptance of the return request, customers are responsible for returning the product at their own expense to our depot. The product must be returned in its original packaging and condition. Palletised fuel must be securely packaged for transport.
4. Fuel bags that have been opened by the customer are not eligible for return. A deduction of 2% of the purchase price per bag will be applied for 1000kg products, and 4% of the purchase price per bag for 500kg products.
5. If any fuel bags have been damaged or degraded through mishandling by the customer then these bags will not be eligible for a return. Deductions will be made to the refund total in accordance with our deduction procedure (see point 4).
6. Refunds will be processed only after the product has been received and inspected by our depot. Once the return is approved, we will authorize a refund within one working day. Depending on your bank, it may take up to 5 business days for the refund to appear in your account.
7. If your order arrives damaged, incomplete, or incorrect, please contact us immediately via email or telephone so we can investigate and rectify the issue. If the fault lies with Coal-Drop or our haulage partners, Coal-Drop will cover the cost of product replacements.
8. All refunds will be processed and returned to the customer’s original payment method. For fraud prevention purposes, refunds will not be issued through any other means.

End of terms.