Terms & Conditions

1. Terms Of Use
   1. Content
      1. International copyright and trademark laws protect the entire contents of the site. You may not reproduce, republish, modify, copy, transmit, upload, post, or distribute, in any manner, the material on the site, including text, graphics and code without prior written approval from the company.
      2. Whilst we take every care to ensure that the content of this website is accurate, some of the information contained is supplied to us by third parties and as such we are not able to completely verify the accuracy of all of the contents. You are advised to independently verify any information contained on this website before acting on it. This applies to all product categories, guidelines on use, storage, delivery etc.
   2. Errors/Omissions
      1. In the event of an error or omission on the website, material or not, we reserve the right to amend or cancel any order in to resolve the issue.
      2. In the event a customer becomes aware of an error or omission on the website, they will contact us immediately to inform us of the error.
   3. Privacy
      1. We are committed to protecting our customers’ privacy. Please refer to our Privacy Policy for full details. 
         
         
2. Relevant Parties
   1. North West Wood Pellets and northwestwoodpellets.co.uk are trading names of A1 Biomass Fuels Ltd which has its registered office at Heatherfield Works Whitfire Yard, Church Lane, Farrington Moss, Leyland, Lancashire, PR26 6RD
   2. Any orders placed on the nortwestwoodpellets.co.uk site create a contract between A1 Biomass Fuels Ltd and the customer placing the order.   
      
      
3. Basis of Sale
   1. These Terms and Conditions set out the entire relationship between A1 Biomass Fuels Ltd and you, the customer, for the sale of goods. Please ensure that you read and understand these Terms and Conditions as these terms are binding upon placement of an order.
   2. Any samples, drawings, descriptions or advertising that appear on this site or in any marketing material, are provided to give you an approximation of the goods they represent. They do not form part of the contract between the two parties – in particular promotional pricing will be superseded by the pricing indicated on the site and confirmed in your order confirmation.
   3. You are considered to have placed an order and entered a binding contract with A1 Biomass Fuels Ltd when you have:
      1. You have made payment for the goods ordered.
   4. Once an order has been placed the goods are automatically consigned for delivery to the address you have provided. If you wish to cancel an order, please do so as soon as possible. Cancellation before 4pm on the day of the order will ensure that you are not liable for any return costs. Goods are usually dispatched on the same working day as the order is placed.
   5. If you would like to return an order that has already been delivered, please contact us, and inform us of your reason for the return. We will organise our haulier to collect the order. It is your responsibility to ensure that the order is in a suitable state and location for collection by our haulier. Typically, that means in the same or similar condition as when delivered, and in a place that our haulier may access. Delivery onto gravel will require goods to be moved to a stable surface for collection. Please contact us if you require further guidance. You will be refunded for the full value of any goods returned to us in a saleable condition less £50 or €70 inc VAT for transport costs (and the shipping surcharge where applicable) per pallet returned.
   6. We have the right to revise and amend these Terms and Conditions as we see fit. You will always be bound by the terms and conditions that were active at the time your order was placed.
      
      
4. Right to Cancel
   1. You have the right to cancel this contract within 14 days without giving reason.
   2. The cancellation period will expire after 14 days from the date on which the final item in your order is delivered.
   3. To exercise your right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email or letter addressed to either:
      1.  Email address: info@northwestwoodpellets.co.uk
      2. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your right to cancel before the cancellation period has expired.
   4.  Effects of Cancellation
      1. If you cancel this contract, we will reimburse to you the all the payments received from you. Where you are unable or unwilling to arrange the return of the goods yourself, or where the goods have suffered a material reduction in value due to your handling of the goods, we will reduce the value of your reimbursement by the appropriate value.
      2. Once the product has been dispatched from our warehouse, you the customer, will be responsible for the costs associated with returning the order to our warehouse. Where you are unable or unwilling to arrange the return of the order, A1 Biomass Fuels Ltd will arrange for the return at the following cost:
      3. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will only reduce the reimbursement in this case by the loss of value to the goods.
      4. We will make the reimbursement without undue delay, and not later than 14 days after we receive the goods back to our warehouse.
      5. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
         
         
5. Promotions
   1. All promotions are subject to immediate cancellation without warning.
   2. Promotions can include discount coupons or direct account credit awarded to an individual user.
   3. Any abuse of the promotion system will result in a user’s account being cancelled and any promotional balances being removed.
   4. Any user with multiple accounts for a single delivery address will be deemed to be abusing the promotion system and will have all current and future promotional credits/coupons removed immediately.
   5. Once an order has been placed it is NOT possible for a promotion to be applied to that order retrospectively.
      
      
6. VAT
   1. VAT on domestic solid fuel is levied at either the reduced rate or standard rate of VAT. It is your responsibility to ensure that the VAT rate you utilise on your order is appropriate for your intended use. A1 Biomass Fuels Ltd will not be held responsible for the incorrect application of a VAT rate by a customer.
   2. Intended use: Fuel
      1. Fuel supplies for domestic use incur VAT at the reduced rate of 5%. Business customers may apply the reduced rate for some deliveries provided they satisfy the requirements in the legislation. Where business customers do not satisfy these requirements they are obliged to pay the standard rate of VAT.
   3. Intended use: Other All other supplies are made at the standard rate of VAT.
   4. Please ensure you make a purchase with the appropriate rate levied. By making a purchase on our site you are confirming that you have applied the appropriate VAT rate to your order.
      
      
7. The Goods
   1. Goods supplied should:
      1. Conform in all material respects with the ordered specification;
      2. Be free from material defects in design, materials and workmanship. In the event of a defect, A1 Biomass Fuels Ltd will assist the customer in dealing with the manufacturer of the product.
      3. Comply with all applicable statutory and regulatory requirements for selling the goods in the United Kingdom 
   2. This does not apply to any defect in the Goods arising from fair wear and tear, wilful damage, accident or negligence (by you or a third party).
   3. We will take reasonable steps to ensure that your order arrives in good condition.
   4. It is your responsibility to ensure that you store your goods in a suitable location. Please note that fuel in all its forms does not tolerate damp storage conditions.
      
      
8. Delivery
   1. The contract between A1 Biomass Fuels Ltd and the customer will be deemed to be fulfilled on delivery of your order in good condition. Where the order is not delivered in good condition, the contract between A1 Biomass Fuels Ltd and the customer will be deemed to be fulfilled, upon receipt by the customer of any refund due to them, as a function of the customer having notified A1 Biomass Fuels Ltd  of any damage to the order, in accordance with these Terms and Conditions.
      1. The goods will be considered to be delivered in a fit state where you, the customer, has signed the delivery note confirming the safe delivery of the order.
      2. Where the customer has waived their right to inspect the state of goods by requesting delivery without a signature, the contract will be seen as completed, regardless of the actual state of goods. Delivery will be deemed to have been made at the time stated on the delivery note.
      3. We strongly advise against customers requesting unattended deliveries. If goods are left without the customer being present, A1 Biomass Fuels Ltd  cannot be held responsible for any damage or theft that occurs to the goods once they have been left. 
      4. We use a 3rd party haulier to deliver all orders. Any liability arising from the delivery process lies strictly with the haulier.
      5. All pallet based deliveries are delivered to the kerbside. While our delivery company will normally go to great lengths to ensure that your delivery is placed where you require it, the contract between yourself and A1 Biomass Fuels Ltd includes delivery to kerbside only. Please ensure that you have the means to move the pallet(s) and their goods from the kerbside to a suitable storage location. Please consult the delivery page to see the required access conditions for deliveries.
      6. Where your order has received some level of damage in transit A1 Biomass Fuels Ltd   will refund you for the amount of product that you have lost (please note, only lost/unusable product will be compensated for – damaged packaging is not a basis for a claim), provided you follow the following process:
         • Sign the delivery note to indicate that the delivery has been received with damages evident (if your delivery note is signed as received in good order, and the damages were evident on delivery, NO claim whatsoever is possible); AND
         • Notify A1 Biomass Fuels Ltd   by email (info@northwestwoodpellets.co.uk) within 24hrs of the delivery that you intend to seek a refund, with the volume of product lost/rendered unusable (Please provide the equivalent volume in bags of lost/unusable product, and NOT the number of bags with damage); AND
         • Provide photographic evidence to support the level of lost/unusable product being claimed for (please note that if there is a large discrepancy between the level of lost/unusable product claimed for on the delivery note, and the level of loss evidenced by photograph, A1 Biomass Fuels Ltd reserves the right to not offer a refund); AND
         • Provide to A1 Biomass Fuels Ltd  by email (info@northwestwoodpellets.co.uk) all evidence required to support your claim within 24 hours of delivery. 
      7. Where damages are not indicated on the delivery note A1 Biomass Fuels Ltd   is not able to offer any refund where the customer could reasonably have been expected to have noticed the damages after a visual inspection of the order, or where the customer requested an unattended delivery.
      8. If there are damages on an order that were not signed off on a delivery note and that could not reasonably have been discovered by a visual inspection of the order on delivery, then the customer may apply for a refund for the damages provided they are able to:
         • Provide evidence of the damage in photographic form;
         • Provide evidence that the damage could not have been reasonably discovered by a visual inspection of the goods on delivery;
         • Provide notification of the damages to A1 Biomass Fuels Ltd within 24 hours of the delivery.
      9. We provide guidelines as to the expected delivery schedule of the relative delivery services offered by A1 Biomass Fuels Ltd  . Please note that in all cases the timeframes given are guides only. A1 Biomass Fuels Ltd   will not be held liable, if for whatever reason, a delivery does not arrive within an expected period.
      10. All orders received on a standard working day prior to 4pm are dispatched that day, subject to stock availability. A1 Biomass Fuels Ltd endeavours to maintain a positive stock balance on all lines throughout the year. Where A1 Biomass Fuels Ltd   are expecting a temporary unavailability of stock, (provided the unavailability of stock will not exceed 4 days), A1 Biomass Fuels Ltd   will continue offering the product for sale and dispatch the product on arrival.
      11. Where stock is unavailable and not due to be available for more than 4 days, A1 Biomass Fuels Ltd   will endeavour to restrict sales of the good in question.
      12. Standard Delivery – Orders placed on a standard delivery basis for delivery within the Island of Ireland will typically arrive on the third or fourth working day, including the day of dispatch (i.e. Monday pre 4pm order should be delivered by Wednesday or Thursday, but may be sooner). 
      13. We are unable to honour any specific delivery date requested in the delivery notes. Where a customer requests delivery on a specific day in the delivery notes we will pass this request on to the hauliers, but the order will still be delivered as per our standard terms for that delivery service. 
      14. It is your responsibility to ensure that there is suitable access to the delivery location. Where a delivery is attempted, but is unable to complete due to a lack of access that you could have reasonably been expected to anticipate, we will charge a redelivery fee of £75 inc VAT per pallet.
      15. It is your responsibility to ensure that the address and delivery instructions you provide are correct. Where the address and/or instructions are vague and our haulier cannot reasonably be expected to find the delivery location from the instructions provided, we reserve the right to charge a redelivery fee of £75 inc VAT.
      16. Where the delivery location is unsuitable for delivery (as deemed by our hauliers driver), and you are unable to provide an alternate delivery location that is suitable, or otherwise unable to come to an amicable resolution of the delivery with A1 Biomass Fuels Ltd  , you will be liable for the costs associated with returning the pallet(s).
      17. If delivery has been communicated for a specific day and you are not at home to take delivery, A1 Biomass Fuels Ltd   will work with our delivery partner to determine whether the goods can be safely left in your absence. If it is deemed that the goods cannot be left, we will charge a redelivery fee of £75 inc VAT per pallet.
      18. If you have requested that the goods are left in your absence, our delivery partner will undertake a risk assessment to determine whether the goods can be safely left or not. If the driver deems the delivery location unsafe the goods will not be left, and we will charge a redelivery fee of £75 inc VAT per pallet.
      19. A1 Biomass Fuels Ltd disclaims all liability from any damage and/or death to any property and/or person that may occur during the delivery process.
      20. Any liability for any damages that may occur during the delivery process shall strictly be the sole responsibility with our 3rd party haulier.
      21. In the unlikely event that any damage to persons or property occurs during delivery please follow these protocols:
      22. Take a written acknowledgement from the delivery driver that details the extent and nature of the damage that occurred. Please include a commentary of how the damage occurred. Please ensure that both driver and any witnesses sign the acknowledgement and that the driver includes his name, vehicle registration number, and the name of his employer, along with insurance details if available.
      23. Where possible please take photographs of the damage.
      24. Please call A1 Biomass Fuels Ltd   to let us know what has happened. Although we cannot influence the outcome of any claim you may make, we are able (in most cases) to speed up the claims process.
          
          
9. Defective Goods and Returns
   1. It is your responsibility to ensure that the goods are suitable for the use to which you put them to.
   2. In the unlikely event that the goods provided do not conform to these terms, please let us know. If the goods do not conform we will:
      1. Remove the goods at our cost and provide you with a full refund for the value of the goods that have been removed; or
      2. Replace the goods at our cost.
      3. Dissatisfaction with goods delivered. If you are dissatisfied with the goods delivered, but the goods do conform to these terms and you would like to return the goods we will collect the goods and provide a refund to you provided:

Please note: The goods must be returned to us in a saleable condition, and at least 66% of the original order must be returned.