Refund Policy

At Stacked we want you to be happy with your firewood. Because firewood is a natural product, some variation in size, species mix, moisture and colour is normal and is not grounds for a refund. The following sets out when we will replace product or issue a refund.

Damaged, incorrect or short deliveries

If your order arrives damaged, is not what you ordered, or is materially short on the quantity ordered, contact us within 48 hours of delivery through our enquiry form with your order number and, where possible, a photo. We will arrange a replacement, a top-up, or a refund of the affected portion.

Quality concerns

If the wood is not of the quality described (for example, it is not usable as firewood), let us know within 48 hours of delivery. We may ask for photographs and, where reasonable, may inspect the product before resolving the claim.

Moisture guarantee

Our firewood is air-seasoned and spot-checked by batch to under 20% moisture, measured with a pin moisture-meter on a freshly split face. If you meter a load above 20% at home, contact us within 48 hours of delivery through our enquiry form. We verify the claim on a representative sample — a few fresh splits, metered on the split face and averaged, so one or two outliers don't define a load. If the sampled average is over 20%, we refund the load in full and you keep the wood; you are welcome to order a fresh load.

Approximate weights and volumes

All bag weights, load volumes and bag-equivalent figures shown on our menu are approximate. Minor variation between the stated and actual quantity is expected and does not, on its own, entitle you to a refund.

How refunds are processed

Approved refunds are paid back to the original payment method via our payment processor (Paystack). Please allow up to 5–10 business days for the funds to reflect, depending on your bank.

What is not refundable

We cannot refund product that has been used, burned, or left exposed to weather after delivery, or claims raised more than 48 hours after delivery, except where the law requires otherwise.

To start a refund or quality claim, contact us through our enquiry form with your order number.