Terms and Conditions

All the information contained on this Web Site is provided in good faith and is believed to be correct at the time the information was posted. We make no guarantee that the Web Site will be uninterrupted, timely, secure or error free. We will in no way be liable for any direct, indirect, incidental, special or consequential damages, resulting from your use or your inability to use this Web Site. Your use of this site constitutes agreement to these conditions.

Shipping

Delivery and Pick-up Options

1. Personal Collection via the company warehouse (78 – 82 Maryborough St) during store open hours.
2. Personally organise a courier to collect goods from the company warehouse (78 – 82 Maryborough St), during store open hours, and deliver to the requested address. (The shipping weights and volumes are available upon request.)
3. Use a courier provided by Select Transport Company for the indicated price.
Please note that it is part of our warehouse policy to check photographic identification before releasing any goods.

Personally Organised Couriers

If you intend for the goods to be collected by a third party please email admin2@burninglog.com.au authorising the release of goods to said party. This includes friends and relatives.

Where we deliver

We will deliver to most addresses within Australia, but do not deliver to international locations. We require a street address for delivery unfortunately we are unable to deliver items to a P.O. Box’s. Some remote locations cannot be serviced; however our carrier may be able to deliver to a local depot where you can collect your products. Please ensure that the delivery address that you have inputted is correct at the time the order is placed. Should an incorrect address be entered, we are not obliged to re-send the order at our expense.

Expected Delivery Times

Delivery times will vary depending on region that the item(s) is being sent to, and the size of the item(s). Item(s) will be delivered in 7-28 days of full payment being received.

If you require the item urgently, or would like a more specific estimate on the delivery time; please email admin2@burninglog.com.au with your postcode and the item(s) that you would like to buy.

Availability of Stock

Although we endeavour to keep most items which we advertise in-stock, due to the diversity of our range this is not always possible. Please contact the store for stock availability. We have a well-established network of suppliers and can usually obtain the required goods within 14 days (this lead time does not include delivery times).

Delivery Problems

We will do our best to achieve the fastest possible delivery time. However, since deliveries are performed by third parties there are some variables beyond our control. If you did not receive your item(s) within the delivery time expected, please contact us as soon as possible and we will investigate your case. When contacting us, please provide your order number and the confirmation date. Please note that if an item has been lost in transit, we may not dispatch a replacement product immediately. Replacement items will be dispatched at our discretion. In the rare event that your item(s) are damaged during transport please contact us immediately. Please note that we are unable to deliver dangerous goods (such as aerosol cans, paint, full gas bottles, methylated spirits etc).

Returns Policy

At Burning Log Megastore, we believe that you should be able to shop online with complete confidence. To ensure that you are satisfied with your experience with us we will provide a 30 day money back guarantee for any product that we sell.* This means that if you are not satisfied with your purchase for any reason, simply return the product(s) to us within 30 days (from receiving date) for a full refund on the purchase price, less delivery. Please note that returned products need to be in their original packaging and in saleable condition. We will need some information from you to process your refund. Please email your name and order number through to admin2@burninglog.com.au. In the event that the product was financed thorough Certergy Ezy-Pay, all payments made on the product will be credited to the account. Unfortunately all fees and charges on the account are non-refundable. * Exceptions: Refunds on wood, gas or ethanol fireplaces exceeding $2000 or custom orders may incur a 10% restocking fee at Burning Log’s discretion. We are always grateful for any feedback that you can provide. We use this information to improve the way we operate. Thus ensuring that the next time you come back you will continue to enjoy your experience with us.

Privacy Policy

Your privacy is paramount
Burning Log is committed to protecting the privacy of everyone who shops or interacts with us, and this policy sets out our commitment to you on privacy. We take this responsibility seriously and ensure that we comply with our obligations under the Commonwealth Privacy Act 1988 whenever your personal information is collected, used or shared.

Our commitment to you
Burning Log will: always use fair and lawful means of collecting your information, and in most circumstances collect your information directly from you; handle your information securely and carefully, and only use your information if necessary to deliver you a service, or perform other necessary business functions and activities; not use your information for purposes unrelated to our services without first obtaining your consent; and wherever possible give you the option of interacting anonymously with us, if practicable and lawful to do so

The information we may collect
What personal information we collect will depend on the service or interaction, but may include name, address, phone and other contact details, merchandise information, and method of payment.

Why we collect your information
We may collect your information for a number of reasons including to: deliver products to you, complete other transactions with you or on your behalf, improve our service, protect against fraud or theft, and provide offers that may be of interest or benefit to you.

How we collect your information
The personal information we collect is in most cases supplied directly by you when you give us your details, place an order for goods or services, provide feedback to us, or shop in our store.

How we use your information
Burning Log will NOT sell your information to other parties. However, we often need to share your information with companies who perform parts of our service - this includes delivery companies. Where we share your information, Burning Log will ensure that these third parties undertake to protect your privacy. Where we store your information, Burning Log will take all reasonable steps to store your information securely and to protect against the loss, misuse or alteration of your information.

Access to your information
If you wish to access your information or have your information destroyed, please email us at admin2@burninglog.com.au. Please note that if your contact information is destroyed we will be unable to supply replacement receipts, should they be required.

Direct Marketing
If you do not wish to be contacted by Burning Log (about special offers, discounts or other promotional events) email at admin2@burninglog.com.au, click on the unsubscribe link on the Newsletter or call us on 02 6280 6021.

Other websites
Burning Log is not responsible for the privacy practices of websites that are linked to our website. Please take care and check the relevant privacy policies of these external websites before disclosing your information.

More information
Burning Log may update its privacy policy from time to time in line with customer expectations and legislative changes, and an updated policy will be posted on Burning Log’s website. More information about privacy law is available from the Office of the Privacy Commissioner at www.privacy.gov.au.

Please note that the online and in-store policies may vary; if you have any questions, please feel free to contact us.