Terms & Conditions

Terms of Service: The Larkins Standard

Transparent Rules — Family Business Trust Since 1922

Order & Delivery Guidelines

We maintain clear fireside rules to protect our regular delivery rounds and ensure safety on your property:

• Your Information: To map your delivery safely, we require your name, exact delivery address, contact number, and email. Your data is kept strictly private within our family firm.
• Ways to Pay: We accept payments via our secure online shop checkout, card over the telephone, card on delivery, or pre-arranged bank transfer (BACS).
• Delivery Rounds: To keep our signature hand-stacking service completely free, our delivery rounds stay flexible and naturally shift depending on where our weekly local orders are clustered. As soon as your local loop has been mapped out for the week, Martin will contact you directly via text or email to confirm your delivery day and estimated arrival window.
• Delivery Times: Standard orders are usually delivered within 2–5 working days on your regular regional loop. For small orders under 10 individual items, please allow up to 10 working days for delivery round efficiency.
• Weights & Measures Rules: In strict accordance with UK weights and measures legislation, we provide a formal delivery note for all orders over 110kg (approx. 5 bags) to verify the exact quantity received.
• Property Access & Stacking: Please ensure the path leading to your log store, coal bunker, or utility room is entirely clear of hazards. We reserve the right to refuse delivery to a specific storage spot if our driver senses a legitimate safety risk.
• Bulk Bag Sizing: For our 1.2m³ and 1.6m³ bulk bags, we offer a driveway-safe drop. These land standing completely upright via our specialised tipper trucks. Bulk bags are delivered as a single complete unit and cannot be hand-stacked, barrowed, or emptied out loose by our drivers.
• 🏡 Property Access Waiver: Our small delivery trucks are chosen to safely navigate narrow village entries and driveways. However, backing heavy vehicles onto private driveways remains entirely at the customer's risk. Larkins accepts no liability for cosmetic displacement or surface settling on loose gravel, brick-weave, or unmade rural lanes.
• Unattended Drops: If you request an unattended drop while you are away from home, our responsibility for the security and condition of the fuel bags ends completely the moment the goods are hand-stacked or tipped in your pre-arranged spot.
• 🌱 Air Quality Laws & Smokeless Compliance: 100% of our stock complies fully with modern UK Air Quality standards. However, it remains the legal responsibility of the homeowner to ensure they are burning the correct certified fuel (Ready to Burn logs or approved smokeless ovals) required by law if their property sits inside an official local authority Smoke Control Area.

Cancellations, Changes & Refunds

Our returns policy is straightforward, neighbourly, and fully compliant with UK consumer rights:

• 30-Day Returns: All delivered products are fully returnable as long as you notify our office by phone or email within 30 days of us dropping them off. Goods must arrive back at our yard in their original condition and sealed packaging.
• Returning Your Order: If you change your mind and wish to cancel after your fuel has been delivered, we can easily arrange for our truck to collect the heavy bags from your property on our next local round. To cover the basic transport and driver costs for the return run to our yard, a standard collection fee of £35.00 will be cleanly deducted from your final refund. Alternatively, you are welcome to arrange to return the unopened bags directly to our storage yard yourself.
• Firewood Exclusion: Because logs must be kept dry, kiln-dried logs cannot be returned or refunded if they have been left exposed to rainfall, stored in damp environments, or mixed with wet wood after our driver leaves your property.
• Refund Processing: All refunds will be issued back to your original card or bank account within 14 days of the goods safely passing a yard inspection at our Old Buckenham site.
• Order Alterations: You may freely change, delay, or cancel your order at any point before it is physically loaded onto the delivery truck. Once the truck is loaded, your order is considered in transit.
• Fuel Substitutions: If a specific coal brand is temporarily unavailable due to winter shortages, we reserve the right to supply an approved alternative fuel of equal or superior heating quality so your fire stays lit. We will always attempt to phone you first.

Fireside Safety & Liability Guidelines

Important home fireside rules and property boundaries to protect both parties:

• Private Driveway & Track Waiver: When our drivers are instructed by a customer to navigate private roads, unsealed gravel tracks, turf borders, soft tarmac, or decorative paved driveways to perform a delivery, Larkins Fuel Merchants accepts no liability for surface indentations, tyre marks, or settling caused naturally by the heavy loaded weight of our delivery trucks.
• Clean Air Rules: All logs and smokeless coals supplied by our firm strictly comply with modern Air Quality Regulations. They are officially certified as Ready to Burn for clean, legally compliant operation inside designated urban Smoke Control Areas.
• Unexpected Delays: We are not liable for delivery delays caused by circumstances entirely beyond our control, including extreme winter weather hazards or sudden vehicle breakdowns on the delivery round.
• Storage Structures: It is the property owner's responsibility to ensure their coal bunker, log store, or wooden rack is safe and structurally fit for purpose. We cannot be held liable for the physical breaking or collapsing of a customer's own storage unit.
• Domestic Safety Advice: For your protection, we strongly recommend that all households have their chimney flues swept annually by a registered professional and install a carbon monoxide alarm in any room running a solid fuel appliance.
• Fuel Ownership: All solid fuel products remain the legal property of Larkins Fuel Merchants until the order invoice is paid for in full.

Registered Business Information

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