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General Terms & Conditions

DELIVERIES AND GENERAL TERMS AND CONDITIONS

Overview

This document outlines the legal terms and conditions on which we conduct business with you. Please read these terms and conditions carefully, making sure that you fully understand them, before ordering any products from us. By using our website or ordering any of our products, you agree to be bound by these terms and any other terms expressly referred to in it. Where purchases are made online through www.sunnylogs.co.uk by ticking the acceptance box you confirm that you accept these terms and conditions.

Where We Operate

Sunny logs deliver for free to clients within a 15 miles radius of Salisbury and to existing “Heart of the Home” customers. No deliveries are made exceeding 15 miles at this present time. For an order with a delivery address outside this area, Sunny logs have all rights to cancel the purchase. The customer will be reimbursed within 15 working days.

Delivery options

In the checkout you can select one of 2 delivery options: Free Standard delivery or Booked in PM delivery.

Free Standard Delivery:

If you have chosen the free delivery option, you will receive your Sunny crate between 9am-6pm (inclusive weekends), within a maximum of 6 working days, provided your order is received before 4pm on the first working day. We can not tell you which delivery date or time but you will receive an email on the day your order will be delivered.

Standard delivery times may increase during peak times and can be extended without notice, especially running up to Christmas.

Sunny Logs will inform customers via email if their delivery exceed 6 working days. Sunny Logs will deliver within 30 days of placing an order. If Sunny Logs fails to deliver within 30 days of placing an order, the buyer may cancel the order and receive a full refund.

Booked-in PM / Nominated Day Delivery

This is a chargeable option (£15), you will receive your Sunny crate weekdays between 12-6pm on the selected date. Please allow a minimum of 3 working days’ notice for this delivery option provided your order is received before 4pm on the first working day.

So, for example, if you order at 2pm Monday, the earliest date you could select to get delivered your Sunny Bag is on Wednesday afternoon.

If your selected date is not be possible for whatever reason, we will let you know ASAP.

Delivery Without Signature

Sunny Logs operates delivery drop without signature, so the customer doesn’t need to be at home. The Sunny Bag will be left outside of your property (kerbside) or ‘nearest accessible point’ and you will be required to collect from there. However, if the driver can and have time he will do his best to place your Sunny bag at a more convenient place at your premises.

Once delivered to your home, Sunny Logs do not accept any liability for the products.

Sunny Logs will send out an email confirmation the day the crate will be delivered.

However we recommend you only to place an order if you know you be will home during that week so you safely can unpack the crate in the evening. Sunny Logs do not take responsibility to unpack or stack the customers order.

Access to Property

Note that all our deliveries are treated as kerbside, this means that the delivery will be left outside of your property (kerbside) or ‘nearest accessible point’ and you will be required to collect from there.

However, if the driver has time and able to he will do his best to place your Sunny bag at a more convenient place at your premises. Leave any specific delivery instructions in the “delivery comment box” at the checkout/ordering page.

Restricted access:

In the event of a delivery to the premises not being possible due to poor access, then the delivery will have to be kerbside.

NOTE, the bags are lowered from the van via crane. We can position the bags in specific places on your property as long as we can access this place easily with the rear of the van. The crane cannot lift goods over fences, walls or hedges.

Your Sunny bag will be delivered in a ton bag with footprint of  0.85m x 0.85m and the height 0.85m.

NOTE:  It is YOUR responsibility to ensure the delivery point is suitable for delivery as per these instructions! Get in touch with us if you are not sure.

Redelivery

In the event of a delivery not being possible due to poor access or there not being a safe place to leave the goods, a re-delivery charge of £30 will be made.

We will deliver to the address specified when you place an order. In the event that you have provided an incorrect address you must advise us as soon as possible and inform us of the correct address. If delivery is made to an incorrect address specified by you, we will not be held responsible for moving the goods at a later date. Any relocation of the goods after the initial delivery will be at our discretion and at the your expense. We charge £30 for relocation to the correct address.

Cancellations

Should you need to cancel your order, please do get in touch with us ASAP. If the cancellation is made within 24h of booking your order, you will get a complete refund.

To receive a refund after delivery, the goods need to be in a saleable condition (we do photograph at point of delivery). You need to inform us within 24h of delivery. Please be aware that a delivery charge  for the transport costs incurred, returning the goods to our warehouse, of £30/pallet will apply if cancellation is made after the Sunny Bag has been delivered.

Once Your Sunny Bag Is Delivered

It is the customer’s responsibility to unpack their order. Sunny Logs can guarantee an average 20% moisture content at the time of the delivery, but it is your responsibility to store the logs in a dry place to keep them at this moisture level.

Our Product – The Sunny Bag and Availability

Though every image of the Sunny Bag is authentic and we make every effort to display our product accurately, we cannot guarantee that the products exactly reflect them. The Sunny Bags are subject to availability. Though we try our best to always have Sunny Bags available, we cannot guarantee not to run out of stock. If this happens we will inform you via our website “www.sunnylogs.co.uk”. If you have already ordered a Sunny Bag, we will get in touch by email as soon as possible if it’s not available.

Sunny Logs are working hard to get new stocks in and deliver it to you asap!

You will have the choice to cancel your order and get reimbursed, or to wait for the Sunny Bag to become available again. We will give you an approximate waiting time.

Events Beyond Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by an event beyond our control including without limitation: accident to our breakdown of delivery vehicle, strikes, terrorist threat or attack, fire, explosion or extreme weather…

Where the event outside our control affects our delivery of products to you, we will arrange a new delivery date with you after the event has passed.

Not Happy About Sunny Logs Service or Product:

We are really sorry to hear this. Your feedback is very important to us.

Any delivery issues or disputes must be reported immediately to Sunny Logs by email:

deliveries@sunnylogs.co.uk (preferred communication) or by phone 07387217012. Our postal address is Sunny Logs, 4 Bouverie Close, Salisbury, Wiltshire, SP2 8DY.

We will get back to you as soon as possible.

Dissatisfaction with Goods Delivered.

If you are dissatisfied with the Sunny bag and you would like to return it, we will collect the goods and provide a full refund to you provided:

The Sunny bag does not comply with the product criteria description on our website

The goods are returned to us in a saleable condition

NOTE, if the product is conform to Sunny Logs described criteria of the Sunny Bag, but you still want to return it, there will be a charge of £30 per bag for the transport costs incurred, returning the goods to our warehouse.

Please note, we do not reimburse on split packaging as this will not affect the quality of the wood. We do make a proof of delivery (POD) photography of the Sunny Bag for each delivery and will keep this as a proof for two weeks. No subsequent claims can be made against Sunny Logs if POD shows that the order is complete and intact at the delivery time.

Payment T&C

Sunny logs uses BACS payment. All BACS payments will have to be paid to Heart of the Home (Wilts.) Ltd.  in forehand to any delivery. Once paid, we will prepare the Sunny Bag(s) for delivery.

Sunny Logs trades in GBP only. To get in touch at any time please write to us at hello@sunnylogs.co.ukin the first instance, alternatively via phone on 07387 217012.