Terms and Conditions of Sale (TCS)

Updated: 24/11/2025

These Terms and Conditions of Sale define the rights and obligations between HEAT AGAIN LIMITED and its customers regarding the sale of pellets (wood pellets), compressed firewood, and other domestic heating products, as well as associated services.

Article 1 – Company Identification
HEAT AGAIN LIMITED
Company number: 14443732
Registered office: 1st Floor, Tourism House, Pynes Hill, Exeter, EX2 5WS, United Kingdom
Email: info@biochauff.com
Website: www.biochauff.com

Article 2 – Products and Services
Products offered on biochauff.com include:

• Wood pellets – sold in bags, pallets, or in bulk
• Compressed logs and other types of wood fuel
• Heating accessories and comfort-related products

Services offered:

• Home delivery in the covered areas
• Customer support before and after ordering

All products are presented with their essential characteristics. Photographs are not contractually binding.

Article 3 – Orders
Orders are placed exclusively on the website biochauff.com.

To validate an order, the customer must:

• Select the desired products and quantities
• Provide accurate information (address, phone number, email)
• Choose the payment method
• Confirm the order definitively

A confirmation email with the complete summary will be sent.

HEAT AGAIN LIMITED reserves the right to refuse an order in case of:

• Previous dispute with the customer
• Incorrect or incomplete information
• Product unavailability

Article 4 – Prices and Payment
Prices are shown in euros, including VAT where applicable.
The applicable prices are those displayed at the time of order validation.

Accepted payment method:

• Bank transfer (only payment method)

After validating the cart, the customer receives an email containing:

• Full bank details (IBAN / BIC)
• The exact amount to be paid
• The order number to be mentioned

The order is processed only after receipt of payment.

Article 5 – Delivery
Delivery times
Average times: 3 to 5 business days after payment is received.
Times may vary depending on the delivery area.

Delivery areas
We deliver to several European countries, depending on transport availability.

Delivery conditions
The customer must ensure that:

• Access is possible for a delivery truck
• The street is accessible and sufficiently wide
• The address provided is complete and accurate

In the event of a return due to an incorrect address or an unclaimed parcel:

• Reshipping costs are the responsibility of the customer

Article 6 – Right of Withdrawal
In accordance with European legislation:

• The customer has a period of 14 days from receipt to exercise the right of withdrawal
• Products must be new, unopened, and in their original packaging
• Return shipping costs are borne by the customer
• Refund is made within a maximum of 14 days after receiving the returned goods

No returns are accepted for:

• Opened pallets
• Consumable products already opened or used

Article 7 – Guarantees
Products come with:

• The legal guarantee of conformity
• The guarantee against hidden defects in accordance with applicable laws

In case of a defective product, the customer must contact customer service with:

• Order number
• Photos of the defective product

Article 8 – Data Protection and Cookies
Collected data is used exclusively for:

• Order management
• Billing
• Delivery
• Customer relations

In accordance with GDPR, the customer has rights of access, rectification, deletion, and objection.
Any request must be made by email to info@biochauff.com.

The website uses cookies to:

• Improve the user experience
• Measure site traffic

The customer may disable cookies via their browser.