Returns & Refunds Policy

Last updated: 24 September 2026

At HOUTNL, we want customers to have clear information about returns, cancellations and refunds.

This policy applies to purchases made through houtnl.com and does not affect your statutory consumer rights.

1. Our 14-Day Return Policy

Customers have 14 days from receiving their order to notify us that they wish to cancel their purchase and return the products.

You do not need to provide a reason for exercising your statutory right of cancellation where that right applies.

After notifying us, you have a further 14 days to return the goods or make them available for an agreed collection.

2. How to Request a Return

To request a return, contact our customer service team at:

contact@houtnl.com

Please include:

• Your full name

• Your order number

• The product you wish to return

• Your preferred contact details

We will provide instructions and arrange the appropriate return or collection procedure.

3. Free Returns

All eligible returns are free of charge.

HOUTNL covers the cost of return transport, including eligible pallet collections.

Customers do not need to arrange or pay for their own return carrier when using our approved return procedure.

Please contact us before sending any products back.

4. Returning Palletised Products

For firewood, pellets, briquettes and other heavy products delivered on pallets, our team will arrange the appropriate return or collection procedure.

Please follow the collection instructions provided by our customer service team.

Where reasonably possible, keep the goods and packaging in a condition suitable for safe transport.

You may inspect products as you would in a physical shop. A reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may be reflected in the refund where permitted by law.

5. Return Address

Our registered company address is:

HOUTNL — HOSNOU LTD
20 Wenlock Road
London, England
N1 7GU
United Kingdom

Please do not send products or pallets to this address without prior authorisation.

We will provide the appropriate return destination or arrange collection when your return request is accepted.

6. Refund Processing

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

Refunds will be made using the original payment method unless otherwise agreed.

Where HOUTNL arranges collection, we will explain the collection and refund process when confirming your return.

The time taken for a refund to appear in your account may also depend on your payment provider.

7. Damaged, Defective or Incorrect Products

If you receive a damaged, defective or incorrect product, please contact us as soon as possible.

Provide your order number and a description of the issue. Photographs are helpful where available but do not replace your statutory rights.

We will assess the issue and arrange an appropriate remedy, which may include replacement, repair, a price reduction or a refund, as required by applicable consumer law.

HOUTNL covers the reasonable return or collection costs for goods that are faulty or incorrectly supplied.

8. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

If your order has already been dispatched, we will explain the applicable cancellation and return procedure.

9. Refund Enquiries

If you have not received an expected refund, please contact us with your order number.

Email: contact@houtnl.com

Telephone: +44 1795 904750

Customer service hours: 09:00–18:00

10. Your Statutory Rights

Nothing in this policy limits or excludes any statutory rights that cannot lawfully be excluded.

Additional mandatory consumer protections may apply depending on the customer's country of residence.