Terms and Conditions

We are Cambridgeshire Straw Pellets Limited, company number 06928341. Our registered office is 27–29 Old Market, Wisbech, Cambridgeshire, England, PE13 1NE, United Kingdom.

• Email: info[@]cambridgeshirestrawpellets[dot]com
• WhatsApp: +44 7480 299968
• Enquiries: Contact us

The registered office is a correspondence address. Please confirm arrangements before travelling, collecting goods or sending a return.

You are a consumer when buying mainly for purposes outside your trade, business, craft or profession. The consumer cancellation and statutory-rights provisions below apply to consumers. Business purchases are subject to these terms and any additional terms expressly agreed in writing before the contract is made. Nothing here removes rights that the law does not allow us to exclude.

We supply natural fuels and bedding materials. The product, quantity, pack size and specification applicable to your purchase will be those agreed for your order. Images illustrate products; natural materials may vary in appearance, but goods must meet their agreed description and specification. We will obtain your agreement before supplying a substitute.

Before ordering fuel, check your appliance manufacturer’s approved fuel type and specification. Wood pellets and straw pellets are not automatically interchangeable. Tell us about any particular purpose you need the goods for so we can confirm suitability. Certification applies only where expressly confirmed for the particular product. These points do not limit our responsibility for descriptions or suitability advice we give.

Submitting an enquiry or downloading an enquiry summary does not place an order. Submitting a website order sends us your request to purchase. An automatic acknowledgement confirms receipt of that request; it is not our acceptance.

We will confirm availability, the goods, delivery arrangements and the complete price before asking you to pay. A contract is formed when you accept that complete quotation and we send written acceptance of your order. You may decline the quotation before acceptance without charge. If we cannot fulfil an order, we will tell you and refund any payment for goods we cannot supply. An obvious pricing error will be referred to you for agreement before acceptance.

Delivery is quoted separately according to the order quantity and destination. The current website cart and checkout totals do not include that separately quoted delivery charge. We will confirm the full amount, including delivery and any applicable taxes, before a binding order is agreed. No additional charge will be added without your agreement.

Please wait for our final confirmation and bank details before making a bank transfer. Use the payment instructions and deadline in your confirmed order. If payment details appear to have changed unexpectedly, contact us through the details above before paying.

We will agree the delivery destination, charge and timing with you. Give us an accurate delivery address and tell us about access restrictions, unloading requirements and any difference between your delivery and billing addresses before confirming the order. Collection is available only by prior agreement.

Unless we agree another delivery period, consumer orders will be delivered without undue delay and within 30 days of the contract. If a delivery is delayed, contact us so we can resolve it. Your legal rights to set a further reasonable deadline or end the contract, including where an essential delivery date is missed, remain unaffected.

For consumers, goods remain our responsibility until they are physically received by you or someone you nominate, unless you independently appoint a carrier we did not offer. Please report shortages or visible damage as soon as reasonably possible. Signing for a delivery or not reporting damage immediately does not remove your statutory rights.

For an eligible distance purchase, you may cancel without giving a reason from the time you order until 14 days after the day you, or your nominated recipient, receive the goods. Where one order is delivered in separate consignments, the period normally runs from receipt of the last consignment.

Tell us clearly that you wish to cancel by email or post using the contact details above. You may use the cancellation form below, but you do not have to. Sending your notice before the deadline is sufficient; our permission is not required to exercise this right.

Returns are free. After cancelling, contact us promptly to arrange a prepaid return or collection, including for pallet orders. We will confirm the appropriate return address and practical arrangements. Return goods within 14 days of notifying us unless we have offered to collect them. Please do not send goods to the registered office without confirming that it is the correct destination. You do not need our permission to exercise your statutory cancellation right.

Keep goods reasonably protected. You may inspect them as you would in a shop. If handling goes beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction for the resulting loss in value. Opening ordinary packaging does not automatically remove the cancellation right, and we do not apply a blanket restocking fee to statutory cancellations.

We refund the price and, when the whole order is cancelled, the least expensive standard outbound delivery charge we offered. We need not refund the extra cost of a premium delivery choice. We refund by the original payment method unless you expressly agree otherwise, without a refund fee. Refunds are made within 14 days of being informed of cancellation; where the law permits and we have not offered collection, we may withhold the refund until the goods are returned or you provide evidence of sending them back, whichever occurs first.

Any legal exception to cancellation will be identified before you order. We do not treat an ordinary bulk order or an opened bag as automatically exempt.

Consumer goods must be of satisfactory quality, fit for a purpose made known to and accepted by us, and as described. If there is a problem, contact us with your order reference and a description. Photographs can help but are not a condition of exercising your legal rights.

Consumers generally have a short-term right to reject non-conforming goods within 30 days, subject to the statutory rules. After that, rights may include repair or replacement and, where the legal conditions are met, a price reduction or final rejection. We bear the reasonable return costs required by law for faulty or incorrectly supplied goods. These rights also apply to sale items and are separate from change-of-mind cancellation.

Follow the product’s storage and use instructions. Keep materials dry, covered and protected from damp ground, and use fuels only in suitable equipment. Damage caused after delivery by misuse or unsuitable storage is different from a defect present at delivery; it does not remove your rights for an original defect.

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or anything else the law does not permit us to exclude or limit. Your statutory consumer rights remain unaffected.

If an event outside our reasonable control affects supply, we will tell you and take reasonable steps to reduce its effect. This does not remove your rights concerning delivery, cancellation or refunds.

Send complaints to info[@]cambridgeshirestrawpellets[dot]com, including your order reference and the outcome you are seeking. We will investigate and respond. We use the information you provide to handle enquiries, orders, delivery and related legal obligations, in accordance with applicable data protection law.

These terms are governed by the law of England and Wales. Consumers retain any mandatory protections and rights to bring proceedings in the courts available to them under applicable law, including the courts of their home part of the United Kingdom. For business customers, the courts of England and Wales have exclusive jurisdiction unless agreed otherwise in writing.

The terms provided when your order is accepted apply to that order. Later website updates do not retrospectively change an existing contract without your agreement. If a provision is unenforceable, the remaining provisions continue to apply so far as the law allows.

Complete and send this only if you wish to cancel an eligible contract.

To: Cambridgeshire Straw Pellets Limited, 27–29 Old Market, Wisbech, Cambridgeshire, England, PE13 1NE, United Kingdom; email: info[@]cambridgeshirestrawpellets[dot]com.

I/We give notice that I/we cancel my/our contract for the supply of the following goods:

• Goods and order reference:
• Ordered on / received on:
• Customer name:
• Customer address:
• Date:
• Signature (only if sending this form on paper):

Delete wording that does not apply.