Terms & Conditions

Last updated: 24 September 2026

Welcome to HOUTNL.

These Terms & Conditions govern your use of houtnl.com and purchases made through our online store.

Please read them before placing an order.

1. Company Information

HOUTNL is the trading name of HOSNOU LTD, a company registered in England and Wales.

Company name: HOSNOU LTD

Trading name: HOUTNL

Company number: 17063930

Registered office:
20 Wenlock Road
London, England
N1 7GU
United Kingdom

Email: contact@houtnl.com

Telephone: +44 1795 904750

Website: https://houtnl.com

2. Products

HOUTNL sells heating fuels and related products, including firewood, wood pellets, briquettes, kindling and heating accessories.

We aim to provide accurate descriptions, photographs, specifications and prices.

Product appearance, packaging and specifications may vary where clearly disclosed or where permitted by law.

Customers should check product specifications and suitability before ordering.

3. Product Availability

Products are offered subject to availability.

If an ordered product becomes unavailable, we will contact you and explain the available options, which may include an alternative product or a refund.

We will not substitute a materially different product without your agreement.

4. Prices and Currencies

Prices are displayed in the currency selected or available for the customer's market.

HOUTNL supports the following currencies where enabled at checkout:

• British pound sterling (GBP)

• Euro (EUR)

• Polish złoty (PLN)

Applicable VAT is included in our advertised prices.

The final order total and payment currency will be displayed before the customer confirms payment.

Where a customer's bank or payment provider applies its own currency conversion or transaction fees, those charges are determined by that provider.

5. Payment Methods

We accept the payment methods displayed and enabled at checkout.

Available payment methods may vary according to the customer's country, selected currency, payment provider and transaction eligibility.

Payment must be authorised before an order is processed.

We reserve the right to decline or cancel a transaction where payment authorisation fails or where we reasonably identify suspected fraud.

6. Placing an Order

Customers are responsible for providing accurate billing, contact and delivery information.

After placing an order, you will receive an electronic order acknowledgement.

We may contact you if additional information is required or if an issue affects your order.

If we cannot fulfil an accepted order, we will explain the situation and provide an appropriate refund.

7. Delivery

HOUTNL delivers throughout the United Kingdom and Europe.

Standard delivery is free to destinations available at checkout.

Orders are generally processed within 1–2 working days, followed by an estimated delivery period of 3–5 working days.

Heavy heating fuel products are delivered on pallets using kerbside delivery.

Customers should ensure that the delivery location is reasonably accessible to the delivery vehicle.

For further information, please read our Shipping & Delivery Policy.

8. Taxes and Import Charges

Applicable VAT is included in our advertised prices.

HOUTNL covers applicable customs duties and import charges associated with delivery to our advertised destinations.

Customers are not expected to pay additional customs duties or import charges upon receipt.

If an unexpected import-related payment is requested, please contact us before paying it.

9. Returns and Cancellations

Eligible customers may cancel their purchase within 14 days after receiving the goods.

After notifying us of cancellation, customers generally have a further 14 days to return the products or make them available for an agreed collection.

HOUTNL covers the cost of eligible returns.

Please contact contact@houtnl.com to arrange a return.

Further information is available in our Returns & Refunds Policy.

Nothing in these Terms & Conditions limits your statutory consumer rights.

10. Refunds

Eligible refunds are issued within the applicable legal deadlines.

Where goods are returned, refunds will generally be processed within 14 days after we receive the goods or receive satisfactory evidence that they have been sent back, where applicable.

Refunds are normally made using the original payment method unless otherwise agreed.

11. Damaged or Defective Goods

If products arrive damaged, defective or incorrect, please contact our customer service team.

We will assess the issue and provide an appropriate remedy in accordance with applicable consumer protection law.

Nothing in these Terms & Conditions excludes or restricts any rights that cannot lawfully be excluded.

12. Website Use

You agree not to misuse our website, interfere with its operation or attempt to gain unauthorised access to its systems.

We may take reasonable measures to protect the security and integrity of our website.

13. Intellectual Property

Unless otherwise indicated, the content, branding, text, graphics and other materials on this website are owned by HOUTNL, HOSNOU LTD or their respective rights holders.

You may use the website for lawful personal shopping purposes.

You must not reproduce or commercially exploit protected materials without the relevant permission, except where permitted by law.

14. Privacy

We process personal information in accordance with our Privacy Policy and applicable data protection laws.

Please read our Privacy Policy for details of how personal information is collected, used and shared.

15. Events Outside Our Reasonable Control

Events outside our reasonable control may occasionally affect our ability to fulfil orders or meet estimated delivery times.

If such an event significantly affects an order, we will contact the customer and explain the available options.

Nothing in this section removes or restricts any statutory consumer rights.

16. Complaints

If you have a complaint about a product, delivery or service, please contact:

Email: contact@houtnl.com

Telephone: +44 1795 904750

We will review your complaint and respond as soon as reasonably possible.

17. Applicable Law

These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protection rights that apply in the customer's country of residence.

Nothing in these terms deprives consumers of protections that cannot lawfully be excluded under applicable law.

18. Changes to These Terms

We may update these Terms & Conditions when necessary.

The version applicable to an order is generally the version made available when the order is placed, unless a change is required by law or otherwise agreed.

19. Contact Information

HOUTNL — HOSNOU LTD

20 Wenlock Road
London, England
N1 7GU
United Kingdom

Company number: 17063930

Email: contact@houtnl.com

Telephone: +44 1795 904750

Customer service hours: 09:00–18:00

Website: https://houtnl.com