🔐 Privacy Policy

Last updated: 8 January 2026

Who We Are

The Log Exchange is a UK-based platform that connects customers with high-quality, Ready to Burn-certified firewood from trusted suppliers.

We are committed to protecting your personal data and respecting your privacy.

What Data We Collect

When you request a quote or place an order, we may collect the following information:

  • Your name

  • Email address

  • Delivery address and postcode

  • Order details (e.g. log type, quantity, delivery method)

  • Optional: phone number if you provide it

We do not collect or store any payment card details on our servers.

How We Use Your Data

We use your personal data to:

  • Generate and send you firewood quotes

  • Fulfil orders and arrange delivery

  • Communicate with you about your order or enquiry

  • Improve the quality of our service

  • Send updates and offers (only if you opt in)

We only use your data for the purpose it was collected and do not sell or share it with unrelated third parties.

Cookies

This website uses cookies for performance, analytics, and user experience improvements. By using our site, you agree to our use of cookies. You can control your cookie preferences in your browser settings.

Your Rights

Under UK GDPR, you have the right to access, correct, or request deletion of your personal data at any time.

To contact us about your data, please email: info@thelogexchange.com

🔁 Returns & Refunds Policy

Last updated: 8 January 2026

We want every customer to be happy with their delivery. If something isn’t right, we’ll do our best to resolve it.

Returns

Due to the perishable and bulky nature of firewood, we do not offer returns unless:

  • The wrong product was delivered

  • The product was damaged in transit and is unusable

In these cases, please contact us within 48 hours of delivery, and we’ll arrange a replacement or partial refund where appropriate.

Cancellations

You may cancel your order before dispatch by contacting us directly. Once an order is out for delivery, cancellation may not be possible.

What If My Order Is Incomplete or Incorrect?

Please email info@thelogexchange.com with your order reference and (if possible) a photo of the issue. We'll investigate and get back to you promptly.

📜 Terms & Conditions of Sale

Last updated: 8 January 2026

1. Our Service

The Log Exchange connects customers with trusted suppliers of certified hardwood firewood. All logs supplied via this service are sourced from UK suppliers who meet the Ready to Burn standard (moisture content under 20%).

2. Placing an Order

Orders are generated via a live pricing calculator and confirmed once payment is received. Prices may vary based on product type, quantity, delivery location, and time of year.

3. Delivery

Deliveries are fulfilled by third-party suppliers. Standard and express options are available at checkout. While we aim to meet all delivery timelines, these are estimates and may be affected by factors outside our control (e.g. weather, access issues).

4. Product Information

Logs are a natural product and subject to variation in size, weight, and appearance. We do not guarantee aesthetic uniformity. All firewood is suitable for use in wood-burning stoves and open fires if properly installed and ventilated.

5. Customer Responsibilities

It is your responsibility to:

  • Ensure the delivery area is accessible

  • Confirm your appliance is suitable for wood fuel

  • Provide correct delivery information

If delivery cannot be completed due to access or inaccurate information, additional fees may apply.

6. Liability

We are not responsible for damage caused by misuse of products, improper installation of stoves/fires, or use of wood in non-compliant appliances.