Refund policy

REFUND AND RETURNS POLICY

EverBurningCharcoal (T2 Square Limited)

Last updated: April 22, 2026

OVERVIEW

We want you to be completely satisfied with your purchase. Please read this policy carefully as it sets out your rights and our obligations regarding returns, refunds, and exchanges.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

RETURNS

You have 30 days from the date of delivery to request a return. After 30 days, we are unable to accept returns unless the item is faulty or not as described, in which case your statutory rights still apply.

To be eligible for a return, your item must be:

  • Unused and in the same condition as when you received it
  • In its original, undamaged packaging
  • Accompanied by a receipt or proof of purchase

We reserve the right to refuse a return or offer only a partial refund where:

  • The item is not in its original condition, is damaged, or has parts missing for reasons not due to our error
  • The item is returned more than 30 days after delivery, and the reason for return is not due to a fault or mismatch with the product description

REFUNDS

Once we receive and inspect your returned item, we will email you to confirm receipt and notify you whether your refund has been approved or declined.

If approved, your refund will be processed and applied to your original payment method. Please allow up to 10 working days for the refund to appear, depending on your bank or card provider.

If you have not received your refund after 10 working days, we recommend you:

  1. Check your bank account
  2. Contact your credit card provider, as processing times vary
  3. Contact your bank directly

If you have done all of the above and still have not received your refund, please contact us at sales@everburningcharcoal.co.uk

FAULTY OR INCORRECTLY DESCRIBED ITEMS

If your item arrives faulty, damaged, or not as described, you are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015. Please contact us within 30 days of delivery and we will resolve the issue promptly. Your statutory rights are not affected by any other provision of this policy.

SALE ITEMS

Sale items may be returned and refunded in the same way as full-price items, provided they are faulty, not as described, or returned within 30 days of delivery in unused condition. Your statutory rights apply regardless of whether an item was purchased at full price or on sale.

EXCHANGES

We replace items if they are faulty or damaged on arrival. If you need to exchange a faulty item for the same product, please email us at sales@everburningcharcoal.co.uk and we will arrange this for you.

GIFTS

If an item was marked as a gift at the time of purchase and delivered directly to you, you will receive a gift credit for the value of the return once we have received and inspected the item.

If the item was not marked as a gift at purchase, or was shipped to the gift giver first, the refund will be issued to the original purchaser.

HOW TO RETURN YOUR ITEM

To return a product, please send it to:

EverBurningCharcoal (T2 Square Limited) Unit 4 Lordship Farm Walkern Road Benington Hertfordshire SG2 7LL United Kingdom

Please note the following regarding return shipping:

  • You are responsible for the cost of return shipping unless the item is faulty or not as described
  • Original delivery charges are non-refundable, except where the return is due to our error or a faulty product
  • For items valued over £5.00, we strongly recommend using a tracked delivery service or purchasing shipping insurance, as we cannot guarantee receipt of returned items
  • Delivery times for exchanged items may vary depending on your location

CONTACT US

If you have any questions about our returns or refund process, please get in touch:

EverBurningCharcoal (T2 Square Limited) Unit 4 Lordship Farm, Walkern Road, Benington, Hertfordshire, SG2 7LL Email: sales@everburningcharcoal.co.uk Phone: 07960 816310