Refund policy

Returns and refunds

We want you to be happy with your purchase. To request a return, email sales@gardentohome.uk before sending any item back.

How to request a return

Please include your order number, the item you wish to return, the reason for the return and, where relevant, clear photographs showing any damage or fault. We will raise the return with the supplier that fulfilled your order. Suppliers normally respond within five working days.

Change of mind and cancellations

For most goods bought online in the UK, you may cancel within 14 days of receiving the item without giving a reason. After telling us that you wish to cancel, you have a further 14 days to send the item back. Where supplier conditions permit, we may also accept change-of-mind requests made within 30 days of dispatch. Your statutory rights are not affected.

Returned goods should be unused, complete and in their original packaging where reasonably possible. You may inspect an item as you would in a shop, but we may reduce the refund if handling beyond this has reduced its value.

Faulty, damaged or incorrect items

If an item is faulty, damaged, not as described or the wrong item was delivered, contact us as soon as possible with your order number and photographs. We will arrange the appropriate return, replacement or refund in accordance with your legal rights.

Return address and postage

Our products are fulfilled by different approved UK suppliers, so there is no single returns warehouse. Do not send goods to our contact address or directly to a supplier without approval. Once a return is approved, we will provide the correct return address or a return label.

For change-of-mind returns, you are normally responsible for the return postage unless we agree otherwise or the law requires otherwise. For faulty, damaged or incorrect items, we will arrange or reimburse reasonable return costs where applicable. Please use a tracked service when a prepaid label is not supplied, keep proof of postage and include your order number inside the parcel.

Items that cannot normally be returned

Unless faulty, return rights may not apply to personalised or custom-made goods, perishable goods, opened sealed items that cannot be returned for health or hygiene reasons, and other items excluded by law. We will tell you if an exclusion applies.

Refunds

Once the returned item has been received, or we receive acceptable evidence that it has been sent back, we will process any refund due within 14 days. Refunds are made to the original payment method. For a valid statutory cancellation, we will also refund the standard delivery charge; any extra cost paid for premium delivery is not refundable. Your bank or payment provider may need additional time to show the refund.