Last updated: September 2026
These Terms & Conditions apply to purchases made from Surrey Hills Briquettes. By placing an order through our website, you agree to these terms.
1. About Us
Surrey Hills Briquettes supplies locally produced wood briquettes made from recycled waste wood.
Throughout these terms, “we”, “us” and “our” refer to Surrey Hills Briquettes. “You” refers to the customer placing an order through our website.
2. Products
We take care to ensure that all product descriptions, images and information on our website are accurate. However, as our briquettes are made from natural wood waste, there may be minor variations in appearance, colour, size and texture between batches.
Such variations do not affect the intended use or quality of the product.
All products are subject to availability.
3. Placing an Order
When you place an order through our website, you are making an offer to purchase the products selected.
Once your order has been received, you will receive an order confirmation. Your order is accepted when we confirm that the products have been dispatched or otherwise confirm acceptance of your order.
We reserve the right to cancel an order where a product is unavailable, there has been an obvious pricing or product description error, or where we are unable to fulfil the order for another legitimate reason. If we cancel an order after payment has been made, you will receive a full refund.
4. Prices and Payment
All prices displayed on our website are in pounds sterling (£) and are subject to any applicable taxes.
Delivery charges, where applicable, will be shown before you complete your purchase.
Payment must be made in full at the time of ordering unless otherwise agreed with us.
We reserve the right to correct pricing errors on the website. If an order has been placed at an incorrect price, we will contact you before processing the order and give you the option to proceed at the correct price or cancel the order for a full refund.
5. Delivery
We aim to deliver orders within the delivery timeframe stated on our website or provided at the time of purchase.
Delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control.
You are responsible for providing accurate delivery details and ensuring that there is suitable access for delivery. If access is restricted or unsuitable, we may be unable to complete delivery or may need to arrange an alternative delivery time.
Where a delivery cannot be completed because nobody is available, access is unsuitable, or incorrect delivery information has been provided, additional delivery charges may apply.
6. Receiving Your Order
Please check your order and the condition of the packaging as soon as reasonably possible after delivery.
If your briquettes arrive damaged, wet or otherwise unsuitable for use, please contact us within 48 hours of delivery, providing photographs where possible.
We will assess the issue and, where appropriate, arrange a replacement or refund in accordance with our Refund & Returns Policy.
7. Storage and Use
Briquettes must be stored in a dry, covered and well-ventilated location, protected from rain, damp and other sources of moisture.
We are not responsible for deterioration, damage or changes to the product resulting from incorrect storage after delivery.
Briquettes should only be used in an appropriate appliance and in accordance with the appliance manufacturer’s instructions.
Customers are responsible for ensuring that the product is suitable for their appliance and intended use.
8. Cancellations and Refunds
Your statutory rights as a consumer are not affected by these Terms & Conditions.
For information about cancelling an order, returning products or requesting a refund, please see our Refund & Returns Policy.
Where products have been delivered, any applicable cancellation or return rights will be subject to the nature and condition of the goods.
Nothing in these terms limits or excludes any rights you have under applicable consumer protection law.
9. Product Availability
We make every effort to maintain accurate stock information. However, occasionally a product may become unavailable after an order has been placed.
If we are unable to fulfil your order, we will contact you and provide a full refund for any unavailable products that you have already paid for.
10. Our Liability
We take reasonable care to ensure that our products are supplied as described and are of satisfactory quality.
Nothing in these Terms & Conditions excludes or limits our liability where doing so would be unlawful, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.
We are not responsible for loss or damage arising from the misuse of our products, failure to follow product or appliance instructions, or incorrect storage after delivery.
11. Events Outside Our Control
We will not be responsible for delays or failure to fulfil an order where this is caused by circumstances outside our reasonable control, including severe weather, road closures, vehicle breakdowns, natural disasters, strikes or other circumstances affecting our ability to manufacture or deliver products.
Where possible, we will contact you and take reasonable steps to minimise any delay.
12. Website Information
We aim to ensure that the information on our website is accurate and up to date. However, we do not guarantee that the website will always be available or completely free from errors.
We reserve the right to update product information, prices and website content where necessary.
13. Privacy
Any personal information provided when placing an order will be handled in accordance with our Privacy Policy.
We only use your information for purposes connected with processing and fulfilling your order, providing customer service and meeting our legal obligations, together with any other purposes explained in our Privacy Policy.
14. Changes to These Terms
We may update these Terms & Conditions from time to time. The version applicable to your order will be the version in effect when you place your order.
15. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the jurisdiction of the courts of England and Wales, unless applicable consumer protection law provides otherwise.
16. Contact Us
If you have any questions about these Terms & Conditions, your order or our products, please contact Surrey Hills Briquettes using the contact details provided on our website.