At Direct Coal, we aim to ensure you are completely satisfied with your purchase. If you need to return your order, please read the policy below.

Returns Eligibility

• Returns must be requested within 14 days of delivery

• Coal must be unused and in resalable condition

• Proof of purchase is required

Customer Responsibilities

• Customers must arrange and pay for return transport themselves

• We are unable to arrange collection for returned goods

• Returned goods remain the customer’s responsibility until received by us

Refunds

• Once returned goods are received and inspected, we will issue a full refund for the coal only

• Original delivery charges are non-refundable

• Refunds are processed to the original payment method within 5–7 working days

Damaged or Incorrect Orders

If your order arrives damaged or incorrect:

• Notify us within 24 hours of delivery

• Provide clear photos of the damage

• We will arrange a replacement or refund at no extra cost

Non-Returnable Items

We reserve the right to refuse refunds on:

• Used coal

• Goods damaged due to incorrect storage or handling after delivery

To Request a Return

Please contact us with:

• Order number

• Reason for return

• Photos if applicable

Email: info@direct-coal.co.uk