Terms & conditions

Southeast Fuels supplies coal, smokeless fuels and peat briquettes by the pallet to customers in Northern Ireland and the Republic of Ireland. Our office is at Office 5B, 28 Townsend Street, Belfast, BT13 2ES, Northern Ireland.

You can reach us on 028 9002 2088 or 07799 154884 from Northern Ireland and Great Britain, or on 048 9002 2088 or 087 337 7990 from the Republic of Ireland. Full details are on our contact page.

Our company and VAT registration numbers are shown on every invoice we issue and are available on request from the office.

These terms apply to every order we accept and to your use of this website. By placing an order you accept them. We may update them, and the version that applies to your order is the version published on the day we accept that order. The date at the top of this page shows when the wording last changed.

Nothing in these terms removes or limits any right you have as a consumer that cannot be removed or limited by agreement.

Online payment is not currently open on this website. To place an order, call the office on the number for your market. We will confirm the fuel, the quantity, the price, the delivery address and the delivery window with you before anything is dispatched.

A contract between us is formed when we confirm your order, not when you place it. If we cannot supply what you asked for, for example because a blend is out of stock or we cannot reach your address, we will tell you and will not charge you.

We may decline an order. Reasons include an address outside our delivery area, an access restriction our vehicles cannot meet, a pricing error, or a quantity we cannot supply.

Product photographs and descriptions are there to help you choose. Solid fuel is a natural product, so size, colour and appearance vary between loads and no two pallets are identical.

You are responsible for making sure the fuel you order is suitable for your appliance and lawful to burn where you live. Rules on solid fuel differ between Northern Ireland and the Republic of Ireland and can differ again by local area. If you are not sure which blend suits your stove, open fire or back boiler, call us before ordering and we will talk it through.

Always follow the appliance manufacturer instructions on fuel type, loading and ventilation.

Your confirmed delivery address decides the market you are buying in, and that decides the currency, the tax treatment and the price list that applies. Deliveries to Northern Ireland are priced and charged in pounds sterling. Deliveries to the Republic of Ireland are priced and charged in euro.

You can preview either price list while browsing this site. A preview is never the price you are charged. The price we confirm against your delivery address is the price that applies.

Prices include VAT at the rate applying in your market unless we state otherwise. Any delivery charge is itemised separately on your order confirmation and invoice rather than folded into the fuel price.

We do not convert between pounds and euro. If your bank converts a payment for you, the rate and any charge are a matter between you and your bank.

Fuel is delivered on a pallet by a tail-lift vehicle. The driver will place the pallet on a firm, level surface the vehicle can safely reach. Drivers do not carry fuel through a property, up steps, or across soft ground.

Please tell us when you order about anything that affects access, including:

• narrow lanes, low bridges or weight limits on the approach
• steep, loose or unsurfaced driveways
• gates, bollards or parking that restrict a large vehicle
• where exactly you want the pallet left

We agree a delivery window with you before dispatch. Someone aged 18 or over should be available to accept the delivery. If we cannot deliver because nobody is there, because access is not as described, or because the ground cannot take the pallet, we may charge the cost of the failed delivery and of redelivery.

Delivery dates are our best estimate and are not guaranteed to the hour. Risk in the fuel passes to you when it is delivered.

If you are a consumer buying at a distance, you have a legal right to cancel. In Northern Ireland and Great Britain that right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. In the Republic of Ireland it comes from the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 and the Consumer Rights Act 2022.

In both cases you have 14 days from the day you receive the fuel to tell us you are cancelling, and a further 14 days to return it. Tell us by phone using the number for your market.

The fuel must go back in the condition you received it, on its pallet and unopened. Fuel that has been opened, part burned, split between bags or stored loose cannot be returned, because it can no longer be resold. Unless the fuel was faulty or was not what you ordered, you pay the cost of returning it, and we may reduce your refund to reflect any loss in value caused by handling beyond what is needed to inspect it.

We refund within 14 days of getting the fuel back, using the same payment method and the same currency you paid in.

Fuel we supply must match its description, be of satisfactory quality and be fit for purpose. These rights come from the Consumer Rights Act 2015 in Northern Ireland and Great Britain, and from the Consumer Rights Act 2022 in the Republic of Ireland, and they sit alongside the cancellation right above rather than replacing it.

Check your delivery on arrival where you can. If a pallet arrives damaged, short, or is not what you ordered, call us within a reasonable time and, if you are able to, take a photograph before moving the fuel. That one photograph settles most claims immediately.

We will put right anything that is our responsibility by replacing the fuel, collecting it, or refunding you.

We do not exclude or limit our liability to you where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud, and for any of your statutory rights as a consumer.

We are not responsible for loss or damage caused by using fuel in an appliance it is not suitable for, by burning fuel where local rules do not allow it, or by a chimney or flue that has not been swept and maintained.

Solid fuel produces carbon monoxide. Fit a working carbon monoxide alarm, keep your appliance and flue serviced, and never block a permanent air vent.

If something has gone wrong, call the office first. Most issues are sorted out on the phone the same day. If you are not satisfied with how we have handled a complaint, consumers in Northern Ireland can contact Consumerline, and consumers in the Republic of Ireland can contact the Competition and Consumer Protection Commission.

These terms are governed by the law of Northern Ireland, and the courts of Northern Ireland have jurisdiction. If you live in the Republic of Ireland, you keep the protection of the mandatory consumer law of Ireland and can bring proceedings in the Irish courts.

Southeast Fuels, Office 5B, 28 Townsend Street, Belfast, BT13 2ES, Northern Ireland. Phone numbers for both markets are on our contact page. How we handle your personal information is set out in our privacy notice.