Your Australian Consumer Law rights

• Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
• You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• Nothing in this policy reduces or replaces those statutory rights.

Check your load on arrival

• Please inspect tipped loads and courier cartons at delivery where practical.
• Damage, shortage or quality concerns: email info@exoticfirewoodaustralia.com within 48 hours with your order number and a couple of photos — we resolve most cases with a credit, replacement load or part refund.
• Leave the wood where it was tipped until we’ve assessed it; we’ll arrange any pickup.

Change of mind

• Bulk tipped firewood: once tipped on your property it cannot be restocked, so change-of-mind returns aren’t accepted. Ordering unsure? Start smaller or ask us — we’d rather quote you right than take a return.
• Courier items (bagged wood, kindling, fire-lighting, accessories): returnable within 7 days of delivery, unused and in original packaging. Return freight is at customer cost unless the item is faulty. Refund issued once the carton is received and checked.
• Uncollected yard pickups: unpicked orders can be cancelled for a full refund within 14 days of ordering.

What isn’t a fault

• Natural checking, splitting and colour change as seasoned timber continues to dry.
• Bark fragments, leaf matter and normal dust within a tipped load.
• Split lengths varying within the stated range for the product (typically 30–45 cm unless specified).

Refund processing

• Approved refunds go back to the original payment method within 5–10 business days of approval; bank transfers usually land sooner.
• Faulty goods: we cover all return or redelivery freight.
• Every return decision is confirmed in writing with the reasons and the remedy applied.