At Surrey Hills Briquettes, we want you to be completely satisfied with your purchase. If there is an issue with your order, please get in touch and we’ll do our best to put it right.
Overview
If your briquettes arrive damaged, wet, or otherwise unsuitable for use, please contact us within 48 hours of delivery. We may ask you to provide photographs of the product and packaging so that we can assess the issue.
Where a product is confirmed to be faulty or damaged, we will offer a replacement or refund, as appropriate.
Incorrect orders
If you receive an incorrect product or your order is incomplete, please contact us as soon as possible. We will arrange for the correct product to be supplied or provide an appropriate refund where necessary.
Exchanges
We do not accept exchanges. Due to the nature of our products, we are unable to accept returns of briquettes once they have been opened or removed from their original packaging.
If you wish to cancel an order before it has been dispatched, please contact us as within 24 hours of your purchase and we will do our best to accommodate your request.
Delivery
Once your order has been delivered, please check the condition of the packaging and products. We cannot accept responsibility for damage caused by incorrect storage after delivery. Briquettes should be kept dry and protected from moisture and stored in accordance with the product guidance.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Refunds
Where a refund is agreed, it will be made using the original payment method. Please allow a reasonable processing period for the refund to appear in your account.
If you have any questions about your order or believe there is an issue with your product, please contact us and we will be happy to help.
Need help?
If you have any questions about your order or believe there is an issue with your product, please contact us and we will be happy to help.