Refund policy

We do not accept any returns, what is ordered will be delivered as advertised. Ordering is done at your own risk, we will supply the best stock and qualities we can get at the time and will fulfil all orders accordingly.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and try to resolve it accordingly.

Exceptions / Non-Returnable Items

Local woods - All Local woods, that come from mother nature will not be able to be returned. Local woods WILL contain moisture and moisture levels will vary based on the season we are in. Therefore, no local woods will be sent back, no matter what the moisture content is. We try our utmost to get the best qualities we can but unfortunately no wood is unusable, all can be burnt. Either one needs to let it stand a bit more or one needs to put some love into getting them going initially. We sell Semi-seasoned local woods so if you want it 100% seasoned it is best to order it in and let it season at home in the sun and wind till you feel it is ready to use. Alternatively, please order woods that are dry with less to no moisture issues. Local loose woods and Local wood bags will always have moisture so please be aware of this when placing your order. Moisture complaints vary from person to person, what you feel is moist or wet wood others are happily burning. We find only one in ten people have a complaint about moisture but 90% of customers are happy. Understand that each load will differ, no two loads are the same. Please expect woods to have higher moisture contents in Winter and less moisture in Summer so try and order based on this knowledge. Do not presume woods will be dry in the colder months, we sell woods as we receive them in, very few suppliers pre-season all woods before the sale and distribution thereof as there are high costs involved to season woods and nobody wants to pay higher premiums for wood. What we are able to do is, provide you with guidelines to help get woods burning easier or supply you with tips on storing and seasoning your woods speedily.
Surface moisture - Please understand that because a wood feels damp or looks damp to you, does not mean that the wood is wet with a high moisture content. This usually means that the wood stood in dew or cold conditions and is still a bit wet on the exterior because of this. We do our utmost to cover local woods when being stored, loaded and transported but they may often be exposed to rain or damp conditions despite our efforts.
Green wood - Please understand that this is not something we aim to deliver and will never deliver a entire green load of wood, this is what we try our best to curb, because green wood is usually fresh or wet wood. You may at times see a few pieces in a load that are green but it will never be majority of the load.
Namibian Hardwoods - All Namibian woods are ordered at your own risk, in general these bags are of good quality with very little problems or issues. Please note that we will not take these back for minor issues like mould or the odd small pieces in bags. Mixed sizes are bagged.
Eco-Friendly Firewood - All Eco woods are ordered at your own risk, in general these bags are of good quality with very little problems or issues. Please note that we will not take these back for minor issues like a few broken pieces or if you have stored them outdoors and they have gotten wet and swollen. (These woods are not meant to be stored outdoors and MUST be kept indoors or covered in dry conditions)
Mould - Please understand that the growth of mould on woods is beyond our control. Mould is usually either caused from woods lying at the bottom of a wood pile or when woods are bagged and contain a bit of moisture in them, or often from a bit of surface moisture on the exterior of a wood. Mould is unfortunately formed when woods are left in dark enclosed spaces with little airflow. This is in no way unhealthy to use, the wood will still burn perfectly without it being a hassle, the mould will burn away and can in no way affect your meals or heating experience as it will burn the moment it is exposed to flames or high heat. Wood may look good when bagged or delivered and may only show signs of mould long after a delivery is done or once bags are opened after standing for very long. Please understand there is no way for us to prevent this even though we try ensure the best qualities. We do check local woods for mould when we bag the local woods and any mould on Namibian woods we are not able to control as these bags are received pre-packed and sealed from our suppliers.
Parasites - Please understand that we do conduct quality checks with all woods and do keep an eye out for worms, wood borers or any other insects that may be problematic to the wood or your home. At certain times of the year one may see these critters in woods but we try ensure that they do not become a serious problem. In most cases, these insect types lay microscopic eggs in cracks or crevice's found in woods and are not visible to the human eye so we find that in many cases all woods look fine and only long after the delivery takes place do these eggs hatch and become a worm or borer problem so it is always best practice to store your local woods outdoors or in a low-risk area where they belong, in order to avoid these types of issues. Keep in mind that Eco Logs do not really have any parasite issues, Namibian woods are fumigated in most cases so it is super scarce you will see this problem with Namib wood types. Most parasite problems may arise when ordering outdoor woods like Blue Gum or various other local woods.
Smell or Smoke - Unfortunately each wood has its own scent while burning and we will not replace any wood based on the condition that someone does not like its smell. This is out of our control. One persons sense of smell differs to the next persons and we cant be held accountable if a wood smells a specific way when used or received. Please note all wood creates smoke regardless of if it is thick smoke or slight smoke, fire's make smoke as the woods ignite. If higher moisture content it will naturally make more smoke and if seasoned well, then one will experience far less smoke.
Dirt - Please note that all local woods come from outdoor areas and may time and again have some dirt on them as they are stored and loaded outdoors, so one could experience a bit of dust or mud etc on some pieces occasionally.
Sizes or Cuts - The general length of woods are 20-25cm in length and the diameter of each piece may differ. All batches will not be the same. We do not supply specific pieces, all loads are mixed sizes and cuts. We will under no circumstances only supply big, small, split, round etc pieces on request as we are not allowed to pick out pieces when we load at farms. We are required to take what we receive so the same would apply to customers. We cannot for example give one person all the big or split pieces because then the next person ends up with all the smaller or round sizes. As we receive the woods in, will be how we deliver them. We do not cut or chop woods so do not supply specific sizes or cuts. Should you insist on this, please be willing to pay a higher premium for specific requirements.
Sale items or Gift cards - We do not accept returns on these items.

Perfect looking woods are not guaranteed as one will be burning them nevertheless. We do our best on wood qualities and the qualities are dependant on the time frame of the year in which it was ordered or where it originated. We do display warning signals on all product images and will say if woods are dry or contain moisture to help guide you in making the right decision when ordering. Please note, should a wood display an average or approximate moisture content for example "60-70% dry", please understand the reverse of what we are saying is that the wood has "30-40% moisture". These warnings will change at times based on the current conditions of the wood types or the season we are in at the time.

BEST TIP: Order your local woods long in advance! Let them season at home over time till such time you would like to use them. Do not order woods in the heart of winter or the colder months and expect them to be completely dry. Rather try and adopt the same system used oversees, order your Winter wood in Summer and your Summer wood in Winter to enjoy the very best qualities guaranteed. If you need wood while it is wet or cold and want dry woods that provide less hassles then kindly invest in Namibian or Eco-Friendly wood types for a far better experience, when it's needed most. What can also be done is, to start fires with a dry Eco or Namibian wood and when your fire is going strong and has some momentum, you can then add on your local woods containing moisture for far better results as existing fires will burn through any moisture. If buying local woods in winter, be sure to also consider getting some firelighters and kindling to get fires going easier.

Delivery and Turnaround times

All orders are generally processed in 5 to 7 Business days worst case (excl. weekends and public holidays), once payment has cleared. In some instances your order could arrive the same or next day and often does but please expect a 2 or 3 day wait at least and in worst case situations expect to wait 5 to 7 Business days as mentioned. This includes time for payments to clear, routes to be planned, clients to updated and notified and of course for the delivery to be carried out. In general smaller orders get delivered speedy where larger orders will have a longer waiting time in general as these take far more time to complete. We can not guarantee that all deliveries will happen swiftly, at times we may be waiting on the arrival of new stock or be experiencing a delay due to higher than usual order volumes. Please be patient while we conduct all our trips to various regions across Cape Town in a systematic manner.

Incomplete Orders

Please note that at times you may order a wood or item we are awaiting stock on, in these instances we may deliver majority of your order and then need to come past again to drop off the balance of the order. We do this so that customers are not kept waiting too long, we do our utmost to get you a part of the order to you to use in the interim while we rectify the additional items ordered.

Stock related Issues

Understand that we advertise and sell woods that we have access to or are in stock, from time to time there we may experience stock issues with various wood types and this is out of our control in many cases. i.e. If there is a shortage on a specific wood type due to demand or we go to suppliers/farms and the ordered item is not available then we work to source it elsewhere but occasionally one may be asked to wait until the goods arrive or are available in stock again. We aim for this not to happen but there are instances where we cannot get into farms due to muddy or wet conditions, are awaiting truck loads to land or in some instances may need to wait on the production of various items to be made.

Exchanges
We will decide whether or not an exchange is valid. If we feel we have not adhered to the above mentioned quality conditions or feel the situation does indeed require further attention then we will carry out a negotiated exchange or correction but this is for us to determine and will not be done in every instance.

Refunds
NO REFUNDS WILL BE PROCESSED - Regardless of the situation. Either an exchange will be done upon our approval or occasionally something may be given complimentary to aid the scenario but under no circumstances will wood be refunded (Perishable goods). In the event that refunds are demanded a 25% handling fee will be deducted for banking costs, time, fuel costs, labour or strain caused to our delivery vehicles and will be paid out within a 7-14 Business day period (excl. weekends and public holidays) non-negotiable. Any tips given as gratitude for labour or Delivery fees completed will not be reimbursed.

All Stacking and Delivery information can be found on our Delivery page should you need more info on these services.

We reserve the right to control the entire supply and delivery process and will therefore be the ultimate decider in the case of any returns or refunds requested. We will always have the customers best interest at heart but customers must understand all the challenges we face and that wood is not an every day conventional boxed product. By making your purchase you agree to all of the above mentioned points and we will in no way be enforced to change or adjust our systems or policies. Your happiness is our ultimate goal but one needs to also keep our operations, season related conditions and the demand for firewood into consideration.

Email capetownfirewood.sa@gmail.com for more information, should you need further assistance.