Returns

We hope that you will be delighted with your order. However, we understand that there may be occasions where you wish to return purchased items. In these situations, we are happy to assist, in accordance with the Consumer Rights Act of October 2015.

 

RETURNS

REFUNDS

FAULTS & DAMAGES

CHARGES

OUTSIDE UK

STOCKIST

 

WHEN YOU CAN RETURN AN ITEM

  • You have 28 days from the date of receipt to return goods to us, in their original condition and packaging, for a full refund or exchange.

You can contact us the following ways:

Email: customerservices@gardentrading.co.uk
Website: via our live chat

Please have your order number to hand when getting in touch, so we can locate your details and assist with your query.

 

HOW TO RETURN AN ITEM:

  • Wherever possible, goods should be returned in their original packaging and in the condition they were received, including the outer box.  
  • Please ensure that fragile items are protected and safely packaged.
  • Items that come in individual printed boxes and/or with screws/instructions must be returned with all correct packaging and parts. Printed boxes must be packed within an outer box to ensure they do not get damaged or marked in transit.
  • Print and complete a copy of the returns form and enclose it within your parcel to let us know why you are returning your items. This will help us to process your return and refund as quickly as possible.
  • For items originally delivered with Royal Mail or DPD, and in packaging that does not exceed 61cm (L) x 46cm (W) x 46cm (D), you can print a returns label using the Royal Mail Tracked Returns Portal here.
  • For items in packaging which exceeds these measurements, or larger furniture items, please contact our Customer Service Team for further information on how to complete your return.
  • Please ensure proof of postage is requested, as we are not liable for items lost in transit on their way back to us, without proof of postage

 

REFUNDS

  • We are not able to issue refunds for goods that are not returned in the condition in which they were received.
  • We will issue your refund within 14 days of receiving proof of postage or the goods back.
  • Once we confirm your return, we will issue a refund for the amount you paid upon purchase.
  • A refund can only be credited back to the original card used to purchase the items.
  • Refunds for items received as gifts can only be given to the original purchaser. 
  • If an item is returned to us after our returns period has ended, and/or without advising us first, we will not be able to offer a full refund. 
  • You can track your refund and ensure it has been processed by logging onto your Garden Trading account, viewing previous orders and selecting returns.

 

DELIVERY CHARGE REFUND

  • We will only refund standard delivery charges if your complete order is being returned. If you opted for an upgraded delivery service, we will only refund you for the Standard Delivery rate of £4.95.
  • You will not receive a delivery charge refund if your order qualified for free delivery or if you are only returning part of your order.

 

FAULTS & DAMAGES

  • We strive to ensure items are well produced, designed and packaged, but occasionally unfortunate faults and damages may occur. If, on receiving your delivery, you find that an item is damaged or faulty, we ask that you contact us via email customerservices@gardentrading.co.uk or our website chat, detailing the issue and attaching a clear image for us to review.
  • You have 28 days from the date of receipt of the goods to report any faults or damages to us.
  • All replacements for products that are deemed faulty or damaged will be sent out free of postage and packaging charges.

 

CHARGES & COLLECTIONS

  • Your parcel may qualify for free returns if it complies with the following:
  • Box dimensions: 61cm (L) x 46cm (W) x 46cm (D)
    Weight: less than 5kg
  • You will then be able to use our FREE Royal Mail Tracked Returns Service. Simply click here and follow the instructions to print your returns label.
  • If your parcel is larger or heavier than the dimensions above, and not damaged or faulty, the cost of the return must be covered by yourself.
  • We can arrange for a courier collection on your behalf at a charge of £12.00 per box. This collection can be from any address in the following locations: UK Mainland, Highlands, Islands, Northern Ireland and Ireland and doesn’t have to be from the original delivery address.
  • Collections are only valid on weekdays and cannot be booked for a specific time. This means that someone will need to be at your chosen pick up address all day, to hand over the parcel to the courier. Failed collections will be chargeable at £12.00 per box.
  • We can arrange a collection from an alternative address; this must be confirmed to us at the point of asking us to arrange the collection. This is only valid for addresses within the UK. We may pass your email address and/or telephone number to the courier, so they can update you on your collection.
  • We can also arrange for you to take your parcel to a DPD Drop Off Store, if this is more convenient. To find your nearest store, click here.
  • Larger items will require a courier collection, which starts at £40. Please contact our Customer Services team to obtain a quote. If you would like to be advised of this information before placing an order, please do not hesitate to contact us.

 

COLLECTIONS FROM OUTSIDE UK

  • If you live outside of the UK and would like to return an item, this can be arranged on a quote basis. Costs will be dependent on your location, in addition to the size and weight of the items you wish to return. Please contact our Customer Services team to obtain a quote.

 

ITEMS PURCHASED THROUGH A GARDEN TRADING STOCKIST

  • If you have query or a faulty/damaged item that was purchased through one of our stockists, you will need to contact them directly. Regrettably, we cannot offer any refunds, exchanges or replacements for items not purchased directly via the Garden Trading website. Click here to view our stockist list.

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