Cancellations, Returns and Refunds
You may cancel/amend your order with us and receive a full refund up to 48 hours prior to delivery, at no extra charge, However if you are amending your order you may lose your original delivery date. Cancellations must be confirmed in writing by letter or email. If your order is cancelled after the goods have been dispatched a charge will be made for carriage of the goods. You are advised to check the status of the order before requesting cancellation.
Cancellation BEFORE delivery
If your order hasn't yet been delivered and you'd like to cancel, we must be be informed as soon as possible before the delivery date. Ideally this should be by phone (in order to stop the delivery happening) and by e-mail (or other durable means) to officially cancel. However, if your order includes personalised requirements, there is no right to cancel.
Cancellation AFTER delivery
It is best that you call us as soon as possible should you wish to discuss a cancellation. We would also require your cancellation request in writing by email:([email protected]).
Please be aware that many of our suppliers charge for collection of unwanted products. Please see the list below:
All Fencing products including Decking and accessories: Orders under £1000 = £30 charge. Orders over £1000 = £100 charge.
All Log Cabins and Garden Rooms: up to £250.00 charge depending on building and supplier (see the individual suppliers below or call for further details).
Asgard: £30 charge
Biohort: Product specific charges on request but can be up to 25% of your total value order.
Bullbarrow: £15 charge
Duramax/Saffron: Product specific charges on request but can be up to 25% of your total value order.
Eden: £48 charge
Forest Sheds and Storage including Grow-Plus, Shed-Plus and Store-Plus:
Glendale: Product specific charges on request but can be up to 20%of your total value order.
Halls: £48 return charge (Hall's Rainsaver products to be returned at the customer's own cost)
Lifestyle: Product specific charges on request but can be up to 15% of your total value order.
Lifetime: Product specific charges on request but can be up to 25% of your total value order.
Lotus / Melbourne / Sapphire: Product specific charges on request but can be up to 25% of your total value order.
Palmako: Specific return charges on request but can be up to £250.00
Palram: £30.00 charge. Please carefully repackage the goods ensuring all parts are secure and the box is taped up well for collection. Should the goods be received back with parts missing or damaged in any way, the return charge could increase up to 20% of the total value order.
Probase: £36.00 charge
Rowlinson: £30.00 charge
Shire: £30 charge
Solar Tech: customer to return at own cost
Storage Solutions (metal shed shelving): customer to return at own cost
Suncast: Specific return charges on request but can be up to 15% of your total value order.
Toomax: £15 return charge
Traditional Sheds: £30 return charge
Trimetals: Specific return charges on request but can be up to 20% of your total value order.
Ultimate Sheds and Workshops: Product specific charges on request but can be up to 20%of your total value order. Please note: We cannot accept returns on bespoke sheds built as per the customer's request.
Windsor: £30 return charge.
Yardmaster: £36.00 return charge
Please call us to discuss and confirm charges.
It is our normal policy to supply replacement parts or to repair defective products.
If a collection is arranged and collection is aborted for reasons unconnected with us or our carrier, a collection charge of £15 for orders under £100 and £30 for orders over £100 must be paid before recollection is attempted.
On return of the product, if it has been modified in any way (painted/treated/assembled) then the refund will be refused.
See section 7 of our Terms & Conditions page for more detailed legal information regarding the returns procedure.
In compliance with the above regulation you have a cooling off period where you may withdraw your order and therefore your Agreement with us. The cooling off period is any time up to 14 working days after the day we have delivered the product to you. You must cancel your order in writing either by letter or email.
If the Goods are returned for any other reasons than being defective then you will be obliged to pay for the collection charge for the cost of returning the Goods to us and this will be deducted from the amount paid. The return charges are as indicated above according to each supplier or £15 for orders under £100 and £30 for orders over £100.
The product must be in its delivered form and must not have been tampered with in any way.
The product will be inspected on return to ensure that the product has not been tampered with and is complete. If we deem that the product is not of the above standard we shall deduct a reasonable amount to cover any costs to use or return them to you if they are not re-sellable.
Where a refund is to be paid we will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we received your cancellation or the day we confirmed to you via e-mail that you were entitled to a refund for delivery of the defective product.
Any products that are special order, bespoke or purchased in bulk are not subject to the cooling off period.