- Your Legal Right to Cancel
- UK Returns Process
- How do I return my purchase?
- Damaged Items
- Faulty Items
- Returning a Gift
- Gift Vouchers
YOUR LEGAL RIGHT TO CANCEL...
For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, are outlined in more detail below:
You have 14 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery, to change your mind about the products.
To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel, before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.
If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 30 days from the day after your order arrived. You will have to bear the direct cost of returning the products to us.
If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products to the credit or debit card, or other payment method you used to pay. We will process the refund without delay and, in any event, not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back, or you have supplied evidence of having returned the products to us (whichever is the earliest).
If you are exercising your right to change your mind:
- We may reduce your refund of the product price to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us the appropriate amount.
- If you notify us of your change of mind prior to the order being dispatched, we will refund the order in full, including the delivery costs. If the order has already been dispatched, we will not be able to refund the outgoing or return delivery cost.
- If the products you return have been gift-wrapped using our gift service, we will not provide a refund for the price you have paid for the gift service.
UK RETURNS PROCESS...
We hope that you will be very happy with your purchase. However, we do understand that there are occasions when you may want to return an item.
We comply fully with the Consumer Contracts Regulations 2013, which give consumers buying on-line, the right to examine and test items at home as they would in a shop. Business customers do not have this right.
You have the right to cancel your order, as long as you notify us by post, email or telephone within 14 days from the day after your order arrived. You have 30 days from the day after your order arrived, to return your entire order (as per our returns policy) for a full refund.
So, if you are not happy with the item you have purchased, simply let us know by post, email, or telephone, within 14 days of receiving the item. Our team will then issue you with an RMA (Return Merchandise Authorisation) Number. After having received your RMA number, you can send the item back to us for a full refund within 30 days from the day after your order arrived.
Unfortunately, we will not be able to refund any delivery charges if the delivery was attempted on time.
We are not able, in any circumstances, to refund return postage costs if you have not contacted us in advance and been issued with an RMA Number.
As with returning items to a shop, it is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service, and that you retain your receipt and poof of postage.
All items should be wrapped carefully, in their original protective packaging where possible, to prevent damage during return shipping. Garden Selections does not accept responsibility for any damage which occurs during return shipping.
Please note that certain items including willow, rattan, trellis, timber, and screening are produced from naturally occurring materials. Consequently, the colour may vary within batches, subject to when and where the raw material was sourced. We therefore are unable to guarantee that colour and texture will always be uniform.
HOW DO I RETURN MY PURCHASE...
To begin the returns process, first either telephone, write to or email us via firstname.lastname@example.org, within 14 days from the day after your order arrived, prior to posting the item back to us. Our team will then issue you with an RMA (Return Merchandise Authorisation) Number which will confirm that we have been notified correctly.
When you post the item back to us, this number should be quoted on your covering letter or returns form (which you can download and print here). Without this number, we cannot process your return. In addition to the RMA number, please include your full name, order number and reason for returning.
Please ensure that your purchase arrives back with us, undamaged, within 30 days from the day after your order arrived. When returning the goods to us, we recommend you use a tracked service that provides you with proof that the goods have been delivered to us.
We strongly recommend you obtain a proof of postage receipt from your chosen carrier, as we cannot be held responsible for packages that fail to arrive.
If you think you might want to return any purchased items, please do not use them outside or test them in a way that you would not be able to in a shop. If you handle the goods in any way which you wouldn't otherwise be able to in a shop, and the goods are devalued as a result, we retain the right to deduct an amount considered equal to the diminished value of the handled goods from your final refund amount. If the product is sealed in see-through plastic that allows you to examine the contents as you would in a shop, please do not open the packaging. Otherwise, do not hesitate to inspect the goods, but please do not damage or dispose of the packaging until you are sure you want to keep the item.
Our return address is:
Garden Selections Ltd Returns Department
Unit 14, Milborne St Andrew Business Centre
Milborne St Andrew
Dorset, DT11 0HZ
Occasionally, and despite great diligence by our despatch team and carriers, items can become damaged in transit.
If you are asked to sign for the goods, please first inspect them to ensure that they have arrived undamaged. Once you have signed for the goods, it may not be possible to later prove that the damage occurred before they came into your possession.
Please sign parcels that are damaged as 'damaged', or where the number of items does not correspond with the consignment note, as ‘short delivery’.
If the goods are left without a signature, please ensure you contact and notify us of any damages or shortages, within 2 days of the delivery taking place.
It is your responsibility to ensure that the actions above are followed before signing and accepting goods, as we cannot rectify mistakes once the delivery has been signed for. Please report any carrier related damages or short falls within 2 working days. We cannot be held responsible for any damages or loss reported outside this period.
We will replace, free of charge, any damages that are correctly notified. However, if at that point, you choose to cancel the order rather than accept a free replacement, you must return the goods to us at your expense.
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange, or refund.
All our products benefit from a one-year warranty (except in certain circumstances for products that will be marked accordingly). Faults are rare, but if you consider an item to be faulty, please call or email us immediately as we may be able to help solve the problem over the phone or by email. If the item needs to be returned for inspection, please check with us first before sending as we are unable to refund any return costs that have not been authorised or allocated an RMA number.
Within the first 30 days from date of receiving your order, you have the option for the faulty product to be refunded, replaced, or repaired. After the first 30 days from date of receiving your order, faulty items will be repaired or replaced. In the event of a part failing, we may choose to replace the faulty part, not the whole product. We will refund any postage on a faulty item.
Please note that in the event of a fault arising, we cannot be held responsible for any consequential loss or expenditure incurred.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, a gift voucher to the value of the lowest-selling price for the returned goods will be offered.
We process returns as quickly as we can, but it can sometimes take a while between posting back the returned item or items and receiving the refund. We aim to process any refund due (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back, or you have supplied evidence of having returned the products to us (whichever is the earliest).
We advise tracking your returned parcel to check that it has arrived safely at our warehouse. You will receive an email from us as soon as the refund has been processed. Please do not contact us unless 14 or more days have passed, and you still have not received the money.
Refunds are always credited to the original method of payment. We cannot issue a refund for more than the original purchase cost and can only transfer monies to the original payment method.
RETURNING A GIFT...
An item that was received by you as a gift can be returned for a refund or gift voucher. An email will be sent to the person who made the original purchase when the refund is completed. Refunds can only be made to the original payment method with which the gift was purchased. This does not affect the purchaser's legal rights.
Currently, we do not offer an exchange service. If your purchase is not suitable and you require an alternative item, we recommend that you place a new order and return the original item as per the return instructions.
Gift vouchers and e-vouchers may not be exchanged for cash or redeemed for further vouchers.