Refund and Returns Policy

If you are buying on behalf of a business please read our trade buyers returns policy.

Returns, Exchanges and Refunds Direct to Consumer

Products sold directly to customers via email, phone, the website or in-store can be returned or exchanged if you notify us within 14 days of delivery or purchase.

For orders cancelled once the goods have been dispatched to our distribution centre, but before delivery to site; such cancellation of orders will result in a refund of the products, less any costs incurred by us in recovering the items back to our yard.

We will consider returns on the basis that the goods are in the same condition in which they were sold, and that they are still fit for purpose. Upon the return of the goods, in the aforementioned condition, a refund will be given within 14 days. If we are notified of the return more than 14 days after delivery/collection, it will be subject to our discretion, and a 20% restocking charge, if we do allow the return.

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

Shipping Returns

Customers are responsible for paying their own shipping or postage costs to returning their item/s, unless in the case of damaged or faulty goods. 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, to the value of the item printed on the receipt.


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 then also require photographic evidence within 48 hours that clearly shows damage to the pallet. 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, the Watling Reclamation premises 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 contact 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 Watling Reclamation can identify the problem, and Watling Reclamation will 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 to Watling Reclamation 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.