Refund & Returns Policy
Introduction

This Refund & Returns Policy applies to all products supplied by Fastpack Distribution Ltd trading as Fast Pack Charcoal, including wholesale, commercial, retail, trade, collection, and delivered orders throughout the United Kingdom. By purchasing, collecting, accepting delivery, storing, reselling, or using any products supplied by Fastpack Distribution Ltd, customers acknowledge and agree to the terms outlined within this policy.
Because hardwood lumpwood charcoal is a natural combustible product subject to environmental conditions, handling variation, and storage factors outside our control after delivery or collection, all refund and return requests are assessed carefully on a case by case basis.

Company Information
Fastpack Distribution Ltd
Unit 14, Great Horton Road
Bradford, BD7 4ED
Email: FastpackD@gmail.com
Phone: 07548 238039

Natural Product Disclaimer
Oak hardwood lumpwood charcoal is a completely natural product produced from real hardwood using carbonisation and pyrolysis processes. Due to the natural characteristics of charcoal production, every charcoal bag will naturally vary in:

• Lump size

• Lump shape

• Density

• Carbon structure

• Weight distribution

• Surface appearance

• Dust content

• Fragmentation levels

• Burn behaviour
   

No two charcoal bags will ever be identical. Medium to large grading is targeted throughout production, however natural variation within every bag is normal and expected. Minor dust residue, natural cracking, carbon marks, and smaller charcoal fragments are standard characteristics of hardwood lumpwood charcoal and do not qualify as defects or grounds for refund.
Returns Policy

Fastpack Distribution Ltd does not generally accept returns once products have been:

• Delivered

• Collected

• Opened

• Stored

• Used

• Handled by third parties

• Exposed to environmental conditions
   

Due to hygiene, storage, safety, combustible material regulations, and the natural characteristics of charcoal products, returned charcoal cannot usually be resold or redistributed once it has left our control.
Any return requests must first be authorised directly by Fastpack Distribution Ltd before any products are returned.
Unauthorised returns will not be accepted.

Refund Eligibility

Refunds, replacements, or return considerations may only be reviewed where:

• Incorrect products were supplied

• Orders are incomplete upon delivery

• Significant verified transport damage has occurred prior to customer acceptance

• Verified issues exist that are determined by Fastpack Distribution Ltd to fall outside normal charcoal variation
   

To request assessment, customers must provide:

• Proof of purchase

• Order or invoice number

• Delivery details

• Supporting photographs where applicable

• A clear description of the issue
   

Failure to provide sufficient information may delay or prevent assessment.
Non Refundable Situations

Refunds, exchanges, or replacements will not be issued for:

• Natural lump size variation

• Charcoal dust or fines

• Minor packaging marks

• Surface carbon residue

• Natural cracking or fragmentation

• Burn performance variation caused by user handling

• Moisture exposure after delivery

• Improper storage

• Environmental humidity exposure

• Incorrect ignition methods

• Damage caused after delivery or collection

• Opened or partially used bags

• Incorrect grill setup or airflow conditions

• Customer ordering errors

• Delays caused by external transport issues

• Third party handling damage after delivery
   

Because charcoal is a natural fuel product, burn performance may vary depending on airflow, grill design, weather conditions, ignition methods, storage conditions, and moisture exposure.
Storage Responsibility
Customers are fully responsible for maintaining suitable storage conditions after delivery or collection. Charcoal must be stored in dry, ventilated environments away from standing water, excess humidity, condensation, direct rainfall, ignition sources, heaters, sparks, or naked flames.

Improper storage may cause:

• Moisture absorption

• Reduced ignition quality

• Increased smoke production

• Weakened packaging

• Reduced burn performance

• Product deterioration
   

Fastpack Distribution Ltd accepts no responsibility for charcoal quality changes caused after products leave our control.
Customers should also understand that charcoal may naturally gain or lose approximately 5% to 10% of weight depending on surrounding environmental humidity and storage conditions.

Packaging Disclaimer
Our charcoal packaging is designed for commercial transport and handling operations, however minor packaging wear, dust transfer, compression marks, or handling scuffs may naturally occur during loading, unloading, palletising, warehousing, and nationwide transport.
Because lumpwood charcoal contains dense and sharp edged hardwood pieces, minor internal movement during transport is normal within the charcoal industry and does not automatically indicate product damage.
Delivery Claims

Customers are responsible for inspecting deliveries as soon as reasonably possible upon arrival.
Any significant issues relating to:

• Missing products

• Incorrect orders

• Major transport damage
  must be reported promptly before products are extensively moved, redistributed, stored, or used.

Claims submitted long after delivery may not be accepted where product condition can no longer be verified.

Wholesale & Commercial Orders
Wholesale, trade, bulk supply, restaurant, supermarket, cash and carry, catering, and distributor orders may involve manual loading, unpalletised transport, warehouse handling, palletising, and large scale stock movement.
Commercial customers are responsible for:

• Safe unloading procedures

• Warehouse storage conditions

• Moisture management

• Correct stock rotation

• Safe combustible storage compliance

• Staff handling procedures
   

Fastpack Distribution Ltd accepts no responsibility for losses arising after delivery completion including warehouse incidents, environmental exposure, stock mishandling, third party transport, or commercial redistribution.
Order Cancellations
Orders may only be cancelled before dispatch unless otherwise agreed in writing by Fastpack Distribution Ltd.
Once products have been dispatched, loaded for transport, collected, or delivered, cancellation requests may no longer be accepted due to operational and transport costs already incurred.

Limitation Of Liability

To the fullest extent permitted under the laws of England and Wales, Fastpack Distribution Ltd shall not be liable for:

• Indirect losses

• Consequential damages

• Loss of profits

• Business interruption

• Commercial downtime

• Fire incidents

• Storage failures

• Moisture damage

• Improper handling

• Burn performance variation

• Third party damages

• Environmental exposure after delivery

• Incorrect use of charcoal products
   

Total liability for any approved claim shall not exceed the original purchase value of the supplied goods.
Consumer Rights
Nothing within this Refund & Returns Policy excludes or limits statutory rights available under applicable UK consumer protection legislation including the Consumer Rights Act 2015 where legally applicable.

Contact Information
For refund enquiries, delivery issues, wholesale support, or returns authorisation requests, please contact:
Fastpack Distribution Ltd
Email: FastpackD@gmail.com
Phone: 07548 238039
Address: Unit 14, Great Horton Road, Bradford, BD7 4ED