Refund and Returns Policy

Returns, Exchanges and Refunds

New products bought via email, phone, the website or in-store can be returned or exchanged if you notify us within 14 days of receipt.

We will consider returns on the basis that the goods are in the same condition in which they were sold and are still fit for purpose. Please note that all refunds are subject to a 25% restocking fee and deduction of any costs for collection. After we receive and check the goods we will issue a refund (minus the restocking charge and collection costs) within 14 days. Please note that all reclaimed products are exempt from our returns policy and therefore non-refundable. In the event that we believe products have been returned as a results of cherry-picking, we reserve the right to decline any refund requests.

Any products that have been cut or otherwise modified at your instructions (e.g., painting or sandblasting) can not be returned or refunded, unless they are reported as damaged or faulty on delivery (see information on damages).

Shipping Returns

Except in the case of damaged or faulty goods, customers are responsible for paying shipping or postage costs for returns. Transport for return can be arranged by Watling Reclamation, but it is the responsibility of the customer to securely pack items to ensure no damage occurs in the transportation, and the customer is liable for all shipping costs.

Once approved, refunds will be issued by the original payment method.


Products damaged in transit must be noted at the time of delivery and documented on the delivery note. The delivery note must state ‘DAMAGED’ and the delivery can be refused at your discretion.

It is the customer’s responsibility to check the products for damage with the delivery driver and to notify us in writing of any damages within 24 hours. We will also require photographic evidence that clearly shows damage to the pallet of goods. Once approved by us, we will notify you by phone or email to arrange an exchange or refund.

Need help?

Contact us at for any questions relating to refunds, exchanges and returns.

Returns Address:

Watling Reclamation Yard
The Old Pump House
Cuttle Mill Business Park
Watling Street
Nr Towcester
NN12 6LF

Christmas Tree Guarantee and Returns Policy

At Watling Reclamation, we pride ourselves in selling premium quality trees. However, if you have a particular image of the shape and style of tree you require, we would recommend coming to our Yard near Towcester and picking the tree yourself. We can then arrange delivery at a later date if it won’t fit in your vehicle.

At the point of delivery, if for any reason you are unhappy with your tree, please contact us immediately on 01327 811888 or by email at We can arrange replacement of the tree, but there will be a return carriage and subsequent delivery charge. The subsequent delivery will be on our next cycle of deliveries, not necessarily on that day.

If you have followed our tree care guidelines but there is a problem with your tree, please get in touch within 7 days to report a fault (these are very unusual but trees are natural items so problems can occur). We ask that you email any photographs to, so we can identify the problem and organise a suitable alternative.

Firewood Compaints Policy and Procedure

At Watling Reclamation, we are committed to supplying quality firewood. In the unlikely event of a customer not being entirely happy with their purchase, complaints must be registered within 48 hours of the delivery of logs. On receipt of your call/email, we will endeavour to resolve the problem through refund/collection or replacement of goods.

Remember, we will never supply firewood with a moisture content above 20%, therefore, please ensure you are attempting to light your fire (ideally) on a small amount of ash, with newspaper, dry kindling and sufficient air flow.

Moisture Testing Procedure

At Watling Reclamation, our product is continually checked for quality and moisture content from start to finish. Our wood is processed (cut to optimum sized logs) on site and stored in vented bags in a well-ventilated barn.

We continually check the moisture content of the logs (with handheld pin moisture meters) throughout the drying season until the moisture content reads 20% or below. Only then is the firewood ready to be sold to our customers. We also regularly “spot check” logs within the centre of the vented bags to ensure they are drying out evenly.