Last updated: 20 June 2026
These Terms and Conditions apply to purchases made through coalsellersdirect.co.uk.
Please read these terms carefully before placing an order. By placing an order on our website, you agree to be bound by these Terms and Conditions.
1. About us
This website is operated by:
Business name: JH Todd & Son Coal Merchants
Trading name: Coal Sellers Direct
Website: coalsellersdirect.co.uk
Address: [Insert business address]
In these terms, “we”, “us” and “our” refer to Coal Sllers Direct. “You” and “your” refer to the customer.
2. Products sold on this website
We sell solid fuels and related products, which may include smokeless fuels, anthracite, manufactured solid fuels, logs, kindling, firelighters and fireside accessories.
Product images are for guidance only. Packaging, bag design, product appearance and pallet presentation may vary from time to time. We make every effort to describe products accurately, but minor variations may occur.
All products are subject to availability.
3. Domestic fuel rules and customer responsibility
Certain fuels are subject to legal restrictions depending on where they are sold, delivered and used.
We do not sell traditional house coal for domestic use in England.
Where manufactured solid fuels are sold for domestic use, we aim to display the required Ready to Burn or certification information on the relevant product page where applicable.
Customers are responsible for ensuring that any fuel purchased is suitable for their appliance, chimney/flue, local smoke control area rules and intended use. If you are unsure whether a product is suitable for your appliance or location, please check before placing your order.
Nothing in this section limits your statutory rights.
4. Placing an order
You are deemed to have placed an order when you complete the online checkout process and submit payment, or when you place an order with us by telephone or email and we confirm the order details.
Before confirming your order, you will have the opportunity to check your order, delivery address and payment details, and to correct any errors.
After you place an order, we will send you an order acknowledgement by email. This confirms that we have received your order, but it does not mean that your order has been accepted.
Your order is accepted when we confirm dispatch, arrange delivery, or otherwise confirm that the goods are ready to be supplied.
5. When we may refuse or cancel an order
We may refuse, cancel or amend an order where:
- goods are unavailable;
- we cannot obtain payment authorisation;
- there has been a pricing, stock, delivery or description error;
- the delivery address is not suitable for delivery;
- the delivery address falls outside our delivery service area or requires additional delivery charges;
- the order appears fraudulent or suspicious;
- the goods cannot legally be sold or delivered for the intended purpose or location;
- you do not meet any eligibility requirement stated on the website.
If we cannot accept your order, we will contact you and, where payment has already been taken, refund any amount due.
6. Order amendments
If you need to amend an order, please contact us as soon as possible.
We will try to help where we reasonably can, but we cannot guarantee changes once an order has been processed, packed, dispatched, booked with a courier or prepared for pallet delivery.
Changes to product, quantity, delivery address or delivery date may affect the price and delivery charge.
7. Prices and VAT
All prices shown on the website are in pounds sterling.
Unless stated otherwise, prices include VAT at the applicable UK rate.
We reserve the right to change prices at any time. Changes will not affect orders that have already been accepted, except where there has been an obvious pricing error.
If an incorrect price is displayed due to a technical, administrative or supplier error, we may refuse or cancel the order and provide a refund.
8. Payment
Payment must be made using one of the payment methods shown at checkout.
Payment providers may include NatWest Tyl and/or PayPal.
We do not store your full card details on our website. Card payments are processed securely by the relevant payment provider.
Orders will not normally be dispatched until payment has been received and cleared.
9. Delivery areas
Coal Sellers Direct offers nationwide delivery subject to courier availability, product availability, postcode, access conditions and any additional delivery charges.
Our standard delivery service is generally intended for mainland UK addresses.
Some locations may attract additional delivery charges or may not be available for certain products. This may include, but is not limited to:
- Scottish Highlands;
- UK islands;
- Northern Ireland;
- remote rural locations;
- postcodes requiring specialist delivery;
- addresses with restricted access.
If an additional delivery charge applies, we will contact you before dispatch. You may choose to accept the additional charge or cancel the order for a refund.
10. Delivery times
We will make reasonable efforts to deliver within the timescale shown on the product page, at checkout, or in our order confirmation.
Delivery dates and times are estimates unless we have expressly agreed a guaranteed delivery service in writing.
We are not responsible for delays caused by circumstances outside our reasonable control, including extreme weather, road closures, strikes, courier delays, vehicle breakdowns, supplier delays, access problems or incorrect delivery information provided by the customer.
Unless otherwise agreed, goods will normally be delivered within 30 days of the order being accepted.
11. Pallet deliveries and kerbside delivery
Many bulk fuel deliveries are made by pallet network using large vehicles with tail-lift unloading.
Pallet deliveries are normally kerbside only. This means delivery is made as close as reasonably possible to the delivery address, at the driver’s discretion, using the equipment available.
The driver is not required to:
- carry bags into your property;
- carry goods through a house, garage or outbuilding;
- move goods over gravel, grass, soil, steep slopes, loose surfaces or uneven ground;
- lift goods over walls, steps or kerbs;
- unpack bags from a pallet;
- stack bags in a shed, bunker, garage or store;
- enter private property where access is unsafe or unsuitable.
A pallet truck requires a hard, level and smooth surface such as concrete, tarmac or similar. Pallet trucks do not normally work properly on gravel, grass, soil, steep slopes or uneven surfaces.
12. Access requirements
It is your responsibility to tell us before delivery if there may be any access problem.
This includes, but is not limited to:
- narrow roads;
- weight restrictions;
- low bridges;
- tight turns;
- steep hills;
- overhanging trees;
- parked cars;
- restricted delivery hours;
- unsuitable road surfaces;
- no safe place for a large vehicle to stop;
- no suitable place to unload a pallet.
Delivery vehicles can be large, including lorries with tail lifts. If the delivery vehicle cannot safely access the delivery address, the courier may be unable to complete delivery.
If delivery fails because access is unsuitable, incomplete or inaccurate delivery information was supplied, or the customer is unavailable where attendance is required, additional charges may apply for redelivery, storage, return transport or cancellation.
13. Delivery attendance and signatures
Some deliveries require a signature. Where a signature is required, you or a responsible person should be available to accept the goods.
Before signing, you should check the number of bags, pallets or parcels and inspect the external condition of the delivery.
If there is visible damage or shortage, please record this on the delivery note where possible and contact us promptly.
If you request that goods are left without a signature, this is at your own risk once the goods have been delivered to the agreed location. The driver may refuse to leave goods unattended if they consider it unsafe, unsuitable, obstructive, insecure or likely to cause a problem.
14. Failed, refused or aborted deliveries
If a delivery is refused, cannot be completed, or is aborted due to access issues, absence, incorrect address details or other customer-related reasons, we reserve the right to charge for reasonable costs incurred.
These may include:
- redelivery charges;
- return delivery charges;
- pallet network charges;
- storage charges;
- administration costs directly related to the failed delivery;
- any additional courier charges applied to us.
Where a refund is due after a failed or refused delivery, we may deduct reasonable delivery, return and handling costs to the extent permitted by law.
This does not affect your statutory rights where goods are faulty, not as described, or not supplied in accordance with the contract.
15. Delivery to public, commercial or shared addresses
If you request delivery to a public, commercial, shared or workplace address, such as a hospital, hotel, business unit, farm, yard, care home or similar location, a signature by a person at that address may be treated as proof of delivery.
Once goods have been delivered to the address provided, responsibility for the goods passes to you.
16. Risk and ownership
Risk in the goods passes to you once the goods have been delivered to the delivery address, left in accordance with your instructions, or collected by you or your representative.
Ownership of the goods passes to you once we have received full payment.
17. Damaged, missing or incorrect goods
Please inspect your delivery as soon as possible.
If goods arrive damaged, missing or incorrect, please contact us within 48 hours where possible, and no later than 5 days after delivery, so that we can investigate with the courier and arrange a suitable remedy.
We may ask for photographs of damaged goods, packaging, pallet condition and delivery labels.
Please do not dispose of damaged goods or packaging until we have had a reasonable opportunity to inspect or investigate the issue.
Where goods are faulty, damaged, not as described or incorrectly supplied, we will offer a suitable remedy in accordance with your statutory rights. This may include replacement, repair, collection, refund or partial refund, depending on the circumstances.
18. Cancellations before dispatch
If you wish to cancel an order before it has been dispatched or booked for delivery, please contact us as soon as possible.
Where cancellation is possible, we will cancel the order and refund any amount due.
If the order has already been processed, packed, dispatched, booked with a courier, or loaded for pallet delivery, cancellation may be treated as a return or failed delivery and reasonable delivery or return costs may apply, to the extent permitted by law.
19. Consumer right to cancel
If you are a consumer buying online, by phone or by email, you normally have the right to cancel your order within 14 days of receiving the goods, unless an exception applies.
You do not need to give a reason for cancelling.
To cancel, you must tell us clearly by email or another written method.
You then have a further 14 days to return the goods.
Goods must be returned in a resaleable condition, unless the goods are faulty or not as described. You are responsible for taking reasonable care of the goods while they are in your possession.
20. Return costs
Unless goods are faulty, damaged, incorrect or not as described, you are responsible for the cost of returning goods to us.
For palletised fuel deliveries, return costs can be significant. Return costs may include pallet network collection, transport, handling and storage charges.
Please contact us before returning goods so we can advise on the correct return method.
Goods remain your responsibility until they are safely received by us or by our nominated carrier.
21. Refunds
Where a refund is due, we will refund you using the original payment method unless otherwise agreed.
For consumer cancellations under distance selling rules, we will normally refund the price paid for the goods and the standard outbound delivery charge, where applicable, subject to the goods being returned and subject to any lawful deduction for loss in value caused by unnecessary handling.
If you selected a premium or enhanced delivery service, we are only required to refund the cost of the standard delivery option.
Refunds will be processed within the timescale required by law.
22. Products not suitable for return
We may not be able to accept returns of goods that have been:
- used;
- opened and mixed with other goods;
- damaged after delivery;
- stored incorrectly;
- exposed to water, damp or contamination after delivery;
- altered, repacked or resold;
- made to your specification or specially ordered, where applicable.
This does not affect your statutory rights if goods are faulty, damaged, incorrect or not as described.
23. Storage of fuel after delivery
It is your responsibility to store fuel safely and appropriately after delivery.
Solid fuels should be stored in a dry, suitable and well-ventilated location, away from sources of ignition and in accordance with any instructions on the product packaging.
We are not responsible for deterioration, damp, contamination, loss or damage caused by incorrect storage after delivery.
24. Use of products
You are responsible for using all products safely and in accordance with the manufacturer’s instructions, appliance instructions and applicable laws.
You should ensure that your appliance, chimney, flue and ventilation are suitable for the fuel being used.
We recommend regular chimney sweeping and appliance maintenance by a suitably qualified person.
25. Website accuracy
We make reasonable efforts to keep the information on our website accurate and up to date.
However, product descriptions, stock levels, prices, images, delivery information and other content may occasionally contain errors or become out of date.
We may update, correct or remove website content at any time without notice.
26. Website availability
We aim to keep the website available, but we do not guarantee that it will always be uninterrupted or error-free.
Access may be suspended temporarily for maintenance, repair, security, technical issues or reasons outside our control.
27. Intellectual property
All content on this website, including text, images, logos, product descriptions, graphics and layout, belongs to us or our licensors unless otherwise stated.
You may print or download extracts for your own personal use.
You must not copy, reproduce, modify, distribute, publish or use website content for commercial purposes without our written permission.
28. Liability
Nothing in these terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or breach of your statutory rights.
We are not responsible for:
- loss caused by incorrect information supplied by you;
- delivery failure due to unsuitable access;
- damage caused by delivery where you have failed to tell us about access restrictions or unsafe conditions;
- delays caused by events outside our reasonable control;
- loss of profit, business interruption or indirect loss, where you are buying as a business customer.
If you are a consumer, these terms do not affect your statutory rights.
29. Events outside our control
We are not responsible for failure or delay caused by events outside our reasonable control.
This may include severe weather, flooding, fire, industrial action, road closures, fuel shortages, supplier shortages, courier disruption, vehicle breakdown, accidents, government restrictions, war, civil unrest, pandemics, power failure, internet failure or other events beyond our reasonable control.
30. Business customers
If you are purchasing for business, trade, resale, commercial or professional use, different rights may apply.
Business customers should contact us before ordering if they require specific terms, commercial invoices, bulk delivery arrangements or trade supply terms.
31. Privacy and personal data
We will handle your personal information in accordance with our Privacy Policy.
Our Privacy Policy explains what information we collect, how we use it, who we share it with and your rights.
32. Changes to these terms
We may update these Terms and Conditions from time to time.
The version that applies to your order is the version available on the website at the time you place your order, unless changes are required by law.
33. Governing law
These Terms and Conditions are governed by the laws of England and Wales.
If you are a consumer, you may also have rights under the laws of the part of the UK where you live.
34. Contact us
If you have any questions about these Terms and Conditions, your order or a delivery, please contact us:
Email: sales at coalsellersdirect.co.uk (replace ‘at’ with @)