Effective Date: 12/02/25
At Riverside Firewood, we are committed to providing our customers with high-quality firewood and an excellent shopping experience. Please carefully review our Shipping and Returns Policy. By placing an order with us, you agree to the terms outlined in this policy.
1. Shipping Policy
Processing Time:
Orders placed on our website will be processed within 1-2 business days. Please note that this excludes weekends and public holidays. If there are any delays due to high demand or stock availability, we will notify you as soon as possible.
Shipping Methods and Delivery Times:
We offer delivery services to the Albury-Wodonga local area. The exact delivery time will depend on your availability and location.
As our firewood is delivered in a tipper truck, we take care to prevent and avoid damage to property and individuals, however, we assume no responsibility for damage to said property or individuals.
Firewood collection is also available from our yard, after contact via phone or email.
Shipping Costs:
Shipping charges will be calculated at checkout based on the weight of your order and the delivery address. Please see our checkout page for specific shipping costs.
Delivery Instructions:
Please ensure that you provide accurate and complete delivery information. We cannot be held responsible for delays, lost, or incorrectly delivered orders due to incorrect addresses provided by the customer.
Please be present for delivery to ensure the firewood is delivered to the correct/preferred location on your property
2. Returns and Refunds Policy
No Returns or Exchanges:
Due to the nature of our products (firewood), we do not accept returns or offer exchanges. Once an order has been processed and dispatched, it cannot be returned or refunded unless there is a fault with the product or an error in the delivery.
Damaged or Faulty Goods:
If your order arrives damaged or if there is an error with the firewood you received, please contact us within 7 days of receiving your order. We will work with you to resolve the issue by offering a replacement or a refund for the damaged or incorrect items. Please provide us with photographic evidence of the damage or incorrect items to process your claim.
Change of Mind:
As per Australian Consumer Law, we are not required to accept returns for change of mind purchases. Therefore, we do not offer returns or exchanges for orders made for reasons other than defects, damages, or errors in delivery.
Incorrect or Missing Items:
If your order contains incorrect or missing items, please get in touch with us immediately at info@riversidefirewood.com.au so we can rectify the issue. We may ask you to provide evidence (such as photos) to assist in processing the resolution.
3. Refunds
Refunds will only be processed in the case of faulty, damaged, or incorrect products, in accordance with Australian Consumer Law. If eligible for a refund, the amount will be returned to your original payment method. Please note that we cannot provide refunds for products that are simply unwanted or incorrectly ordered.
4. Customer Responsibility
As a customer, it is your responsibility to ensure that you are ordering the correct products. Before placing an order, we recommend you verify the size and type of firewood that meets your needs. If you need assistance, please contact us prior to purchase.
5. Contact Us
If you have any questions or concerns about your order, shipping, or returns, please reach out to our customer service team. We are here to help.
Contact Details:
Riverside Firewood
PO Box 473, Albury, NSW, 2640
02 6714 9678
info@riversidefirewood.com.au We appreciate your business and will do our best to ensure you are satisfied with your order.