Legal

Returns & Refunds

Last updated: . This policy sets out how to cancel an order, how to return a kit, and what happens when something arrives damaged. Nothing here reduces your statutory rights.

1. Right to cancel — 14 days

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of receiving the goods. You do not have to give a reason.

  • Tell us you want to cancel within those 14 days by emailing with your order number.
  • You then have a further 14 days to send the goods back.
  • We refund you within 14 days of receiving the goods, or of you showing proof that you have sent them.

2. Refunds

Your refund covers the price of the goods and the standard delivery cost you originally paid. If you chose a timed or premium delivery upgrade, we refund the standard rate only.

Refunds are made to your original payment method. We do not charge restocking fees on standard cancellations. Where you paid in GBP, we refund in GBP; where you paid in EUR, we refund in EUR.

3. Return postage

  • Change-of-mind returns: you pay the cost of return carriage. Garden buildings are heavy, palletised goods, so contact us first and we will quote a collection price before you book anything yourself.
  • Faulty, damaged or wrong items: we always cover the cost of return carriage or collection.

4. Condition of returned goods

You may open the crate and inspect the parts as you would in a shop. If the value of the goods is reduced by handling beyond what is needed to check them — for example a kit that has been part-assembled, cut, drilled, painted or treated — we may deduct that amount from your refund.

Please keep the original packaging and pallet until you are sure you are keeping the kit.

5. Exceptions to the 14-day cancellation right

The right to cancel does not apply to:

  • Structures made or cut to your own measurements.
  • Decking, cladding and fencing cut to a length you specified.
  • Goods that have been permanently fixed to the ground or to a building after delivery.

6. Faulty, damaged or misdescribed goods

Separately from the cancellation right, under the Consumer Rights Act 2015 you can:

  • Reject faulty goods for a full refund within 30 days of delivery.
  • After 30 days, and up to six months, ask for a repair or a replacement. If that does not put things right, you can then ask for a refund.

This applies even to items that are otherwise excluded from change-of-mind returns, and we pay the return carriage on faulty goods.

Check the pallet before the driver leaves. If the packaging is visibly damaged, note it on the delivery paperwork and photograph it — it makes a transit claim much faster.

7. Missing or damaged parts

Every kit ships with a numbered parts list. If a part is missing or arrives damaged, send us the part number and a photograph and we will dispatch a replacement rather than ask you to return the whole structure.

8. How to return an item

  1. Email with your order number and what you want to return.
  2. We confirm the return address, whether a collection is needed, and any repacking instructions.
  3. Repack the parts securely on the original pallet.
  4. Send them to the address we confirm, and keep your proof of postage or collection note.

9. Contact

Questions about a return? Email , call , or write to , . We aim to reply within two working days.