Wood Wool Firelighters

Free Shipping

Most of our products are shipped for free within mainland UK. Please note, some of our suppliers will not deliver to Island and Highlands. Some may also charge an extra fee for delivery into these regions. If any extra fee is required for delivery, we will contact you before you are charged and your order placed.

Order Confirmation:

As soon as you place an order, we will pre-authorise your card however it will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 2 working days. We’ll send you tracking details by email within 48 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at Info@primeoutdoorstore.com so that we can help.

Returns & Cancellations

To return a product please following steps  

How do I return an item and get a refund?

You have the right to return any goods to us within 14 days under the consumer contracts regulations June 2014. 

We do not accept any returns after the 14-day period.

Please note that the cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier indicated by you acquires, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to Info@primeoutdoorstore.com

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Your email should have the following information so that we can process a return.

• Your name
• Order reference number
• Your Address
• Email address
• Contact number
• Date of purchase
• Date the goods were received by you
• If you originally ordered multiple items, which do you want to return?
• Indicate whether you want to exchange the product (and if so, what other product you want to order) or a refund
• Reason for exchange or return

The address of return will depend on what part of the UK the goods have been delivered to. This will be given to the customer once the customer informs Prime outdoor store of the returns. Please do not send the product until you get the confirmation of the address where the product should be delivered. 

You shall send back the goods or hand them over to us without undue delay and in any event not later than 15 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 15 days has expired.

Goods are returned at customers risk and cost

We will reimburse all payments received from you, not including the costs of return delivery. Please note that we may make a deduction from the reimbursement for loss in value of any goods supplied.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. We will withhold reimbursement until we have received the goods. 

The repayment of your paid sum will be returned to you as soon as possible. The legal requirement is 30 days from the date we receive the returned products, but this is of course always sent faster.

Important Information 

To get a full refund of the order value upon exercise of the right to return, the goods must be in the so-called essentially unchanged condition. If the product has been used, a depreciation cost will be deducted, which is the value of depreciation of the goods which can be deemed to have been in use. This decrease is primarily determined based on what the product can be sold for as used.

Hence, the product and it’s packaging has to be in a new, perfect condition as received for us to accept the return. Please make sure that if returning a product, it is in the new condition that it was received in and with all packaging.

Please make sure that the item(s) you are returning is/are adequately packed so that it/they will not get damaged in transit. If you have opened any boxes to examine the product we recommend that you take care with the packaging and try not to damage it as the packaging is specifically designed for the product. Once the item(s) received by us, all items will be examined and inspected upon return so if you fail to take reasonable care of the goods before they are returned to us, which results in damage or deterioration, the returned items will be refused, as it is your responsibility to ensure the item arrives back with us as you sent it. Under our Returns Policy we cannot accept responsibility for goods that are lost or damaged in transit back to the warehouse.

Can you collect goods from me?

Unfortunately, a collection service is not something we currently offer.

What if my goods arrive damaged or faulty?

Where possible, we require you to check the items immediately.  Therefore, once you have taken delivery of your order to ensure your items have been delivered safely in transit, please check the contents thoroughly as soon as you possibly can. In the rare event that your parcel arrives damaged, please:

1. Accept the delivery but make your delivery driver aware of the damage and, when you sign for the goods, write ‘damaged’ alongside your signature on the delivery paperwork.
2. If you are unable to open and inspect the goods, when you sign for your delivery please write 'unchecked' alongside your signature on the delivery paperwork.

In the unfortunate and unlikely event that you receive your order in a faulty or damaged condition, please email us within 48 hours of receiving your order at info@primeoutdoorstore.com, complete with your order number, a short description of the problem and photographs of damage or fault, including images of the product box and delivery box - this will help us process your claim accordingly and as quickly as possible.

It is also very important that you keep all the original packaging, including delivery boxes and repack the item with care.

My item has broken sometime after delivery

A lot of our items have a warranty period which can vary between manufacturers. If your purchase fails or appears faulty after delivery it may still be covered under its warranty. If your purchase is in its warranty period, the postage may be covered.

Goods ordered and manufactured against your order

In Accordance with the Consumer Contracts Regulations - "Bespoke or Special Order" products cannot be cancelled and will not receive a refund. 

Cancellation by us

We reserve the right to cancel you order if:

Insufficient stock to deliver the goods you have ordered, if for any reason we are unable to manufacture or deliver the ordered item.

We do not deliver to your area.

One or more items you ordered were listed at an incorrect price due to:

• A typographic error or incorrect pricing information received by us from a supplier.
• An unexpected or excessive currency exchange fluctuations.
• A supplier being unable or unwilling to supply the goods owing to political, military or any other reasons.
• A Website or other technical fault results in Displayed Pricing being in-correct.

Force Majeure: You agree that Sisu Group Ltd will not be liable or responsible for any failure to perform, or delay in performance of any of our obligations under these terms and conditions. Including any contract between you and us concluded under the terms of these terms and conditions, which is caused by events outside of Sisu Group Ltd’s reasonable control.