Returns and Exchanges Policy
Thank you for choosing Kildare Logs as your timber supplier. We are committed to providing high-quality products and want to ensure you are satisfied with your purchase. Please read our returns and exchanges policy carefully to understand your rights and obligations.
Conditions for Returns and Exchanges
Moisture Level of the Product
- If the timber exceeds the moisture level stated on our website, we will conduct a measurement at your premises.
- If confirmed levels exceed 25% for air-dried products or 18% for kiln-dried products, you have the option to exchange for another product of equal or similar value, or receive a full refund without any additional charges or transport fees.
- The storage conditions of the product will be verified, as it must be stored in a well-ventilated area protected from weather conditions.
- If the moisture levels are within the specified range, transport and call-out fees will be charged. New prices will be agreed upon for exchanges of conforming products.
Size of the Product
- If you purchase a product and wish to exchange it for a larger or smaller size, the exchange can be made provided we have the product in stock.
- Transport and delivery fees will be charged, as well as for any logs that have been used.
- If the wrong size product has been erroneously delivered by the company, we will exchange it for the size you purchased without additional fees.
Incorrect Product
- If the delivered product is not the one you purchased, we will exchange it at no additional cost.
Cancellations
- For cancellations or returns of products that are within the moisture parameters and without defects, fees will be charged for any used logs and transport.
How to Request a Return or Exchange
- Get in touch with us via WhatsApp on 086 871 9260 or on our office phone 045 394006.
- Provide the necessary details such as order number, description of the issue, etc.
- Await further instructions from our customer support team.
