Last update: 12 October, 2023
Introduction
1.1 These Terms & Conditions apply to the sale of wood pellets and briquettes by PelletPro ("we", "us", "our") to you, whether you are a consumer or a business purchaser, via our website pelletpro.co.uk. By placing an order you agree to be bound by these Terms.
Definitions
2.1 "Buyer" means the person, firm or company who purchases Goods from us.
2.2 "Goods" means the wood pellets, briquettes or any other products supplied by us.
2.3 "Contract" means the contract for the purchase and sale of the Goods subject to these Terms.
Formation of Contract
3.1 All orders placed through the website are subject to acceptance by us. We will confirm acceptance of your order by email (Order Confirmation). The Contract between you and us will only be formed when we send the Order Confirmation.
3.2 We reserve the right to refuse or cancel any order for any reason, including but not limited to: goods out of stock, pricing errors, inability to obtain authorisation for payment, or suspicion of fraudulent activity.
Price, VAT and Payment
4.1 Prices displayed on the website are as shown at the time you place your order. Prices may change from time to time but changes will not affect orders for which we have already sent an Order Confirmation.
4.2 Prices are exclude VAT where applicable — VAT will be shown and added at checkout as required by law.
4.3 Payment must be made using the methods we specify on the site. Payments are processed by third‑party payment providers; we do not store full card details.
4.4 For trade (B2B) accounts, payment terms may be agreed in writing (e.g. invoice terms).
Delivery and Risk
5.1 We deliver across the UK. Delivery times quoted are estimates and start from the date of dispatch. We will notify you if there is any significant delay.
5.2 Delivery of Goods is completed when the Goods are unloaded at the delivery address provided by you and, for bulk deliveries, when the delivery vehicle has completed unloading. You must provide safe and reasonable access for delivery vehicles and any necessary unloading equipment or personnel. Additional charges may apply if delivery requires special handling or access.
5.3 Risk of loss or damage to the Goods passes to you on delivery. Title (ownership) in the Goods passes to you only when we have received full payment in cleared funds for the Goods and any other sums you owe us.
5.4 If you are not present to accept delivery, we will leave notification and attempt re‑delivery; additional delivery charges may apply.
Inspection, Acceptance and Shortages
6.1 You must inspect the Goods on delivery and notify us in writing of any shortages, damage or non‑conformity within 48 hours of delivery. Failure to notify us within this period shall be deemed acceptance of the Goods.
Cancellation, Returns and Refunds — Consumers (Distance Contracts)
7.1 If you are a consumer (i.e. buying for purposes wholly or mainly outside your business), you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right usually allows you to cancel within 14 days from the day after you receive the goods.
7.2 To exercise your cancellation right you must notify us in writing (info@pelletpro.co.uk) within the cancellation period. You are responsible for returning the goods to us in a reasonable condition, unless we agree to collect them. You will bear the direct cost of returning the goods unless the goods are faulty or incorrectly supplied.
7.3 We will refund you the price paid for the goods and the standard delivery cost within 14 days of receiving the returned goods (or proof of return), subject to any deduction for diminished value where relevant. Refunds will be made using the same method as the original payment unless otherwise agreed.
Business Customers / Trade Sales (B2B)
8.1 Trade orders are subject to separate terms where agreed in writing. Cooling‑off rights do not apply to purchases made by businesses. Returns and refunds for trade customers are only accepted as agreed in writing.
Faulty Goods and Warranty
9.1 If the Goods are faulty or not as described, please contact us immediately at info@pelletpro.co.uk with details and photos where possible. We will investigate and, at our option, repair, replace or refund faulty goods in accordance with your statutory rights.
9.2 For consumers, nothing in these Terms affects your statutory rights concerning faulty or misdescribed goods.
Limitation of Liability
10.1 Subject to clause 10.2, our total liability to you arising under or in connection with the Contract shall not exceed the total price paid by you for the relevant Goods under the Contract.
10.2 Nothing in these Terms shall limit or exclude our liability for death or personal injury caused by our negligence, fraud or any other liability which cannot be limited or excluded by law.
10.3 We shall not be liable for any indirect, special or consequential loss, loss of profit, loss of business or depletion of goodwill.
Force Majeure
11.1 We will not be liable for any delay or failure to perform any of our obligations caused by events beyond our reasonable control (including, without limitation, acts of God, pandemics, strikes, fire, flood, extreme weather, shortage of raw materials, transport disruptions, regulatory changes). In such circumstances we will inform you and take reasonable steps to minimise the impact.
Intellectual Property
12.1 All intellectual property rights in the Goods (where applicable), our website content, branding and materials remain our property or the property of our licensors. You may not use our trade marks or content without our prior written consent.
Data Protection
13.1 We process personal data in accordance with our Data Protection / Privacy Policy [link to Privacy Policy]. By placing an order you consent to such processing and you warrant that all data provided by you is accurate.
Warranty and Product Information
14.1 We endeavour to ensure product descriptions, specifications and images on the website are accurate. However, minor variations in colour, size and packaging may occur. Product performance can vary with equipment and conditions; please follow manufacturer guidance for equipment compatibility.
14.2 If you require specific technical information (e.g. ENplus class, moisture content, ash percentage), please contact us before ordering and we will provide lab reports or certificates where available.
Complaints and Dispute Resolution
15.1 If you have a complaint, please contact our customer service at info@pelletpro.co.uk. We will respond to complaints promptly and aim to resolve matters quickly.
15.2 If we cannot resolve your complaint you may escalate to the UK Information Commissioner's Office (ICO) for data issues, or to appropriate consumer redress bodies for commercial disputes.
Amendments to these Terms
16.1 We may revise these Terms from time to time. The version applicable to your order will be the version in force at the time we confirm your order. Material changes affecting existing orders will be notified to you.
Severability and Waiver
17.1 If any provision of these Terms is found to be invalid or unenforceable it will be severed and the remaining provisions will remain in full force. No failure or delay by us in enforcing a right will operate as a waiver of that right.
Entire Agreement
18.1 These Terms, together with any documents expressly referred to in them, constitute the entire agreement between you and us and supersede any prior agreement or understanding.
Contact Details
If you have any questions about these Terms, please contact:
PelletPro Limited
Email: business@pelletpro.co.uk
Phone: +44 75 4244 0901
Address: 9 Cotton St, Glasgow G40 4HU, UK
Free delivery for orders over £100