Website: gardenandforest.co.uk
Business: Garden & Forest UK Ltd
Email: hello@gardenandforest.co.uk
Telephone: +44 161 531 8802
1. Overview
We want customers to be satisfied with their purchases, but returns must be handled in a fair and controlled way to protect both customers and our business.
This policy applies to purchases made through gardenandforest.co.uk.
2. Change-of-mind returns
If you are a UK consumer buying online, you normally have the right to cancel your order within 14 days after receiving the goods.
You must tell us clearly that you wish to cancel.
Email: hello@gardenandforest.co.uk
After notifying us, you usually have a further 14 days to return the goods.
This reflects UK distance-selling rules, under which online consumers usually have 14 days after receiving goods to cancel, followed by another 14 days to return the goods.
3. Return condition
Returned items must be:
Unused.
Unfitted.
Undamaged.
Clean.
Complete.
In original packaging where possible.
In resaleable condition.
Returned with proof of purchase.
For machinery, spare parts and accessories, products must not have been installed, used, fuelled, oiled, modified or damaged.
4. Items excluded from change-of-mind returns
We may refuse change-of-mind returns for:
Used items.
Fitted or installed spare parts.
Electrical parts that have been fitted or connected.
Items damaged after delivery.
Items missing parts, accessories or packaging.
Special-order items.
Personalised or custom items.
Goods made to customer specification.
Sealed items that are unsuitable for return once opened for health, hygiene or safety reasons.
This does not affect your rights if goods are faulty, damaged, incorrect or not as described.
5. Return postage costs
For change-of-mind returns, you are responsible for return postage costs unless we agree otherwise.
For faulty, damaged, incorrect or misdescribed goods, we will provide an appropriate remedy in accordance with your statutory rights.
We recommend using a tracked and insured return service.
We are not responsible for returned goods lost or damaged in transit.
6. Refund timing
Once your return is received, we will inspect the item.
If the return is accepted, we aim to process the refund within 5 working days after the product has been inspected and restocked.
For consumer cancellation returns, we will comply with the statutory refund deadline required by UK law. GOV.UK guidance states that businesses must refund consumers within 14 days of receiving the returned goods back for distance-selling cancellations.
7. Refund method
Refunds are normally made to the original payment method used for the order.
We do not refund to a different card, bank account or third party unless required or agreed.
8. Deductions from refunds
We may reduce your refund if:
The item has been used.
The item has been fitted or installed.
The item is damaged.
Parts, manuals or accessories are missing.
The item is not returned in resaleable condition.
The item has been handled beyond what is necessary to inspect it.
We may also deduct loss in value where permitted by law.
9. Delivery charge refunds
Where legally required, we will refund the standard outbound delivery charge.
If you selected a premium, express or upgraded delivery method, we may only refund the equivalent cost of standard delivery unless required otherwise by law.
Return postage costs are not refunded for change-of-mind returns unless required by law or agreed by us.
10. Faulty goods
If your item is faulty, please contact us as soon as possible.
Email: hello@gardenandforest.co.uk
Please include:
Order number.
Description of the fault.
Photos or videos where possible.
Details of how the item was used or fitted.
We may ask you to return the product for inspection.
Depending on the circumstances, we may offer repair, replacement, refund or another remedy in accordance with UK consumer law.
11. Damaged or incorrect items
If your item arrives damaged or you receive the wrong item, please contact us as soon as possible.
Please keep all packaging and provide photographs of the item and packaging.
We may arrange a return, replacement or refund depending on the circumstances.
12. Spare parts
Customers must check compatibility before ordering spare parts.
We are not responsible for parts ordered incorrectly by the customer.
If you are unsure whether a part is suitable for your machine, contact us before ordering.
Fitted or installed parts may not be accepted for change-of-mind returns unless faulty.
13. How to start a return
To request a return, contact:
Garden & Forest UK Ltd
Email: hello@gardenandforest.co.uk
Telephone: +44 161 531 8802
Please provide:
Order number.
Name.
Email address.
Product being returned.
Reason for return.
Photographs where relevant.
We will provide return instructions.
Do not send items back without contacting us first, as this may delay processing.
14. Google Merchant Centre compatibility
This returns policy is intended to be clear, accessible and suitable for display on product pages, checkout pages and Google Merchant Centre listings.
Google Merchant Centre allows retailers to provide return and refund policy information for Shopping ads and free listings, and return policy transparency is used to help customers make purchasing decisions.