Terms & Conditions

Terms and Conditions

1. Logs Direct, Brooklands Farm, Addington Road, Halton, LA2 6PG have a responsibility to supply you with goods that meet your consumer rights within 5 - 7 working days from date of order.


2. In order to enable us to operate nationwide delivery, we send all our goods via a third party pallet network. The delivery will be made using an 18 tonne vehicle which is roughly the size of a double decker bus.

Please note that topsoil and compost bags as well as dumpy and mammoth bags are delivered in the same manner and not on a crane mounted vehicle.

3. A smaller 7.5t vehicle can be requested at the time of order however the use of such vehicles, is to make delivery to the kerbside of the property - NOT onto the property. (Please note that sometimes it will be a 12 tonne vehicle depending on vehicle availability. Please contact the office if you need to request a smaller vehicle.

Due to regulations from the Road Haulage Association (RHA), it is no longer possible to request 7.5 tonne vehicle for orders over 750kg. Orders which have requested 7.5t vehicle for larger orders will be sent a 18t vehicle. 

4. Please note, any LOGS BY POST order will be delivered within 24 hours of dispatch via DPD and not via a pallet.


5. Once your order has been processed, your goods will be to the nearest depot to your address or the address you have selected to deliver to. When the delivering depot receives your order they will call you to book in your delivery. You must provide a suitable daytime contact number at the time of ordering. Failure to do so could result in a delay in delivery. Please note, you will not receive a telephone call from the delivery depot if the order is booked in with a member of the team prior to dispatch.


6. All orders are delivered on a 1 meter wide wooden pallet. The pallet is removed from the lorry by being lowered to the ground on a hydraulic platform ("tail lift") and moved with a manual pallet lifter. Manual pallet lifters cannot move on gravel, chippings or loose surfaces. They will not move up kerbs or over steps.  Please note that if access to your property is difficult or if you have a gravel driveway that the delivery will have to be made as a standard kerb side delivery and the customer will be left the task of physically moving the product to the desired location on the property.

Please note the pallet & packaging will be left with you to dispose of.

7 .The delivery depot is contracted for a one man, kerb side delivery which means delivery will be to the nearest access point possible to the intended address. The driver is allocated an average time of 15 minutes for each delivery so while we endeavour to meet delivery expectations or any individual requests placed, any movement of the goods on your property is at the driver’s discretion and we cannot guarantee this service and will be subject to the terms and conditions of delivery as set out below. We encourage drivers to help where conditions safely allow however, please note that the driver may at their sole discretion be unable to leave the pallet at the specified location for any reason (including, for example, because the location does not meet the requirements set out), we are not be liable in any way for refusing to leave the goods in the specified location

8. We do not have access to vehicles with cranes and therefore we cannot lift goods over any raised surfaces.

9. Logs Direct are responsible for the condition of the goods until the goods are received by you, or by someone else you have nominated to receive them on your behalf such as a neighbour. Once this delivery is signed for, it becomes the full responsibility of the customer.

10. If the delivery driver arrives at your address when the delivery has been booked in and no one is available to accept delivery, with no suitable place for the goods to be left then there will be a redelivery charge of £50 per pallet. Please make sure we have a suitable number and that you are available to contact on your agreed delivery date.

11. If you have provided "Authority to Leave" this means that you are happy for the delivery driver to simply leave the pallet unattended at the delivery address if no one is in attendance when he arrives. However, it is important to consider that we cannot be held responsible, in any way, for any deliveries where you have given us authority to leave. Please note depots will not call you to book in the delivery if you request the order to be left.


12. STANDARD DELIVERIES are made 5 - 7 working days from date of order and are included in the total cost. The deliveries days available are Monday to Friday between 8am and 5pm. The carrier will call to book a delivery day however as they are an open booking there is no time slot allocated.

13. AM & PM REQUESTS If required we can offer AM & PM for a small premium of £15, please contact the office if you require such a service

14. EXPRESS DELIVERY  is available for a premium of £20 and will be delivered 2-3 days after dispatch. Please note that the delivery will be made the following working day as an open booking and you will not receive a call from the carrier. The cut off time for overnight deliveries is 12 noon. Please note if you order on a weekend/bank holiday your order will not be dispatched until the first working day.

15. SATURDAY DELIVERIES are available for a premium of £50.00

16. EVENING DELIVERIES are available in certain postcode areas. This service is between 5pm & 9pm and is a premium of £35.

17. If for any reason the depot fail to book the delivery in and turn up without notice, please refuse delivery should you not be able to accept delivery. There will be no charge for this refusal.


18. You have the right to cancel your order within 14 days without giving any reason under the consumer contract regulation 2013. This cancellation period will expire after 14 days. To exercise the right to cancel the order you must inform Logs Direct, Brooklands Farm, Addington Road, Halton, LA2 6PG by post or [email protected]. To meet the cancellation deadline, it is sufficient for you to send your communication concerning the right to cancel before the cancellation period expires. Logs Direct do not bear the cost of returning cancelled orders which by their nature cannot be returned by post. The cost of this is £50 including VAT per pallet. You will then be reimbursed within 14 days of Logs Direct receiving the goods back.

You are able to cancel your order prior to shipping with no cost penalty being incurred.

If delivery is refused for any other reason than a charge for returning the goods will be made to the customer. THIS CHARGE IS £50.00 PER PALLET. A charge may be made for re-delivery if you fail to notify us at the time of order any access restrictions or issues that prevent us from delivering to your property.


19. Should you have any complaints regarding any aspect of your order or delivery, please contact us on [email protected] and will happily help.

20. Any product issues, including damages or missing items must be reported within 14 days from receipt of order to enable us to fix the issue with damage noted after delivery being reported to us immediately with good quality photographs (including the packaging)

21. Logs Direct or our pallet networks shall have no liability to The Customer for any loss, damage, costs, expenses or other claims for compensation arising from any instructions supplied by The Customer outside of the kerb side delivery service we offer.

22. Logs Direct have no liability for damage to property caused by a third party and these should be resolved between the parties directly involved.

23. As members of the Approved Coal Merchants Scheme, we take our responsibility to deliver only approved smoke controlled fuel to smoke controlled areas. Please ensure you’re aware of whether this applies to you. House coal doubles and House coal trebles are not for use in smoke controlled areas. If you need any more information, please call your local environmental health department or visit here http://smokecontrol.defra.gov.uk/

24. All logs are supplied at a standard approximate length of 250mm. The width of the log may vary and tolerances must allow for pieces as small as 25-30 mm which is used to fill in the gaps between larger logs; the largest size is 80-90mm, on average. If you require larger, chunky logs please call us with your order and we will be happy to assist you.

25. Prices shown include VAT and delivery are in British Pounds Sterling GBP. All Payments are to be made in advance of delivery/service by PayPal, debit or credit card.

26. All products are subject to availability.

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