Our terms & conditions

Ever since we founded Tomatin Firewood in 2011 the goal has been to try wherever possible to ensure that we offer the best level service that we can to our customers. We always aim to deliver when say we are going to deliver and try our best not only to retain product quality as the customer base continues to grow, but are constantly looking for new ways to further improve the service we offer. If there is something you think we can do to further improve the service please let us know.

Please find our terms and conditions and data policy below.

Contact

1. Products and services provided

Tomatin Firewood Ltd is the supplier. Trading address Dell Farm, Tomatin, Inverness, IV13 7YA.

All products and services advertised on this website are supplied by Tomatin Firewood Ltd.

All burning fuel products on the website include domestic rated VAT. Commercial VAT invoices can be made up on request. Vat Number: GB119291903.

We always aim to deliver the products as advertised on the website, and once a delivery has arrived, if for any reason the goods do not meet your satisfaction, please where possible raise any concerns at the time and date of delivery. Goods that are left out in the rain or snow may become wet or damaged and once delivered we can no longer be held responsible for.

2. Payment terms

2.1. If the balance due for products and services provided is not paid by the payment due date, a £20 late payment fee may be applied. Prior to this you will receive notifications by email reminding you when your balance is due and when it becomes overdue. If you receive a notice that your balance is now overdue, please ensure immediate payment to ensure that no late payment fee is imposed.

If unsure about anything or if you are having difficulty in paying the balance for any reason please contact us immediately, and we will do our best to help out. If the outstanding balance is not paid in full 30 days after the late payment fee then the statutory annual interest rate 8% plus the Bank of England base rate will be applied until the full balance including any interest accrued and any other administrative charges have been fully settled.

2.2 Cheque payments. Should a customer paying by cheque have their cheque refused to be paid by their bank, the customer will be held responsible for ensuring any outstanding balance is settled as well as any bank charges that the business has incurred and may also be charged an administration fee should the matter not be resolved swiftly. Cheques will be banked within 2 months of receipt.

3. Shipping and Delivery

Please see our Delivery section for detailed information as to the different delivery options that we offer.
We will confirm your order by email and on this email will be the proposed delivery date & estimated time of delivery. If for any reason the delivery date and time does not suit, please contact us as soon as you can, at least 24 hours before delivery or shipping of a pallet (if ordering via courier service) , to ensure that the order is not loaded, and where possible to allow us time to either reschedule or cancel the order.
Once an order has been loaded for delivery or uplifted by courier, any costs that have been incurred in transportation, loading and returning stock back to its original state will become the responsibility of the customer should the customer decide to no longer accept the delivery at this stage.
Orders cannot be booked according to the weather. Orders refused at time of delivery with no prior notification from customer will incur any costs in returning goods to store again, we cannot reschedule every time it rains!
If there is a severe weather event, orders may have to be delayed and we will always notify you of this as soon as we are able. Please contact us if you have any concerns at all about making deliveries during severe weather events.
If there is snow or ice on the ground at agreed delivery drop off point, please ensure that it is kept clear to ensure safe working conditions for the delivery driver. Otherwise delivery may either have to be dropped at closest safe point of delivery or returned if there is no safe delivery point. If you wish to change a delivery date due to concerns over the weather please contact us as soon as you can so that we can try to reschedule the delivery to another date.
Pallet deliveries -

Couriers delivering pallets will need a hard level surface once pallet off loaded or kerbside delivery.
For local pallet deliveries only - ideally to offload pallets onto a hard surface, the tilt bed trailer with electric pallet truck can work on slopes. If offloading onto gravel the pallet will stop as soon as it comes off trailer and will not move further. The electric pallet truck cannot disembark onto deep gravel or grass as it will immediately sink and get stuck. For these properties it is recommended to consider the stacking and moving service.

4. Returns

In the event that you require a refund for the product that you have purchased, under Distant Selling Regulations you can return the items to the trading address above within 28 days of receipt of your goods for a full refund. Products will returned at your own expense and must be in original unused condition; unless the wrong product was delivered by the supplier, or the products were delivered damaged.

We will refund you in full within 2 weeks of receiving the products providing products are returned in their original packaging and condition.

5. Terms of the agreement

5.1. Once a customer has ordered the product and Tomatin Firewood Ltd (the supplier) has accepted the order issuing the customer with an invoice, Tomatin Firewood Ltd has entered into an agreement to supply the customer with product/s ordered and the customer has agreed to ensure payment will be made in accordance to the payment terms.

5.2. Should the customer wish to cancel the order prior to delivery this must be done at least 24 hours prior to the product being shipped, to ensure that products are not loaded or dispatched to the customer. In the event that goods have already been loaded or dispatched, the customer will be responsible for any costs that have already been incurred by Tomatin Firewood Ltd in dispatching and returning the products.

6. Law governing the contract

The terms and conditions are governed by Scottish law. Any products purchased from Tomatin Firewood Ltd and any dispute or claim arising out of or in connection with any such contract will be governed by Scottish law. You and we both agree that the courts of Scotland will have non-exclusive jurisdiction.

7. Privacy Policy

What type of information do we collect?

We receive, collect and store the following information: login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.

How do we collect information?

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.

Why do we collect such personal information?

We collect such Non-personal and Personal Information for the following purposes:
To provide and operate the Services;
To provide our Users with ongoing customer assistance and technical support;
To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
To comply with any applicable laws and regulations.

How do we store, use, share and disclose our site visitors' personal information?

Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

How do we communicate with our site visitors?

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.

How we use cookies and other tracking tools

Our company is hosted on the Wix.com platform. Wix uses cookies for important reasons, such as:
To provide a great experience for our visitors and customers.
To identify our registered members (users who are registered to our site).
To monitor and analyze the performance, operation and effectiveness of Wix's platform.
To ensure our platform is secure and safe to use.

If you wish to withdraw your consent for us to hold your data

If you don’t want us to process your data anymore, please contact us at sales@tomatinfirewood.co.uk or send us mail to: Tomatin Firewood Ltd, Ardachy House, Tomatin, Inverness, IV13 7YA.

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

Questions and your contact information

If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at sales@tomatinfirewood.co.uk or send us mail to: Tomatin Firewood Ltd, Ardachy House, Tomatin, Inverness, IV13 7YA.