Shipping policy

DELIVERY

The cost of delivery will be as displayed as Shipping on our Website. Products are sent from our warehouse or direct from our suppliers’ warehouses. Unless otherwise specified, all products must be signed for. We only use courier services to ensure the very best in delivery to our valuable customers. Delivery rates do not include Saturday deliveries or timed deliveries. The Customer must request any special delivery method at the time of the order and pay any additional charges as a result.

 

Please note that unless otherwise arranged all goods will be delivered to the KERBSIDE only. It is therefore the customer's responsibility to arrange for the goods to be taken into the house or rear garden. Our couriers will not be able to offer assistance.

 

If you wish to ask about any specific delivery options, then please call our main office on 01903 774774 within our opening times Mon-Fri 8.30-4.30, or email info@gardenhousedesign.co.uk prior to order completion.

 

We/the delivery company will contact you with an estimated delivery date, by email or telephone details supplied by you at the time of order. We will endeavour to contact you within 5 working days after the day on which we accept your order (unless at the point of ordering there is a published lead time that contraindicates this or your items are bespoke and made to order, thus potentially increasing lead times). Dates and times for delivery are estimates only and are not guaranteed. Details of delivery are set out on the Website where you browse the Goods.

 

We shall not be required to fulfil orders for Goods in the sequence in which they are placed. We will also only deliver orders if all of the Goods in an order are available. We are not required to deliver orders in instalments.

 

We cannot be held responsible for delays in the delivery caused by an external supplier, or any other third party.

 

We are not responsible for delays outside our control. If our supply of the Goods is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.

We are not liable for any loss or damage you suffer (whether due to negligence or otherwise) for delays caused by the event, if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

 

If delivery is not made at the agreed time we will, by agreement, arrange another time for delivery.

If no one is available at your address to take delivery, the courier will leave you a note informing you of how to rearrange delivery or to collect the products from a local depot.

If, after a failed delivery to you, you do not re-arrange delivery or collect ordered Goods from a delivery depot we will contact you for further instructions and you may be charged for storage costs and any further delivery costs.

If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

The Goods will be your responsibility from the time we deliver, or first attempt to deliver the Goods to the address provided at time of order.

 

ACCEPTANCE

The Customer shall inspect the goods for fault or damage at the time of delivery.

If at time of delivery Goods are faulty or damaged the customer must inform us of any fault and or damage straight away.

When rejecting goods you must supply photographic evidence of the fault or damage and send information via email: info@gardenhousedesign.co.uk. and notify of any arrangements made directly with the courier company.

This does not affect the customer’s statutory rights. If no such action has been taken, We shall consider the products being as described, of satisfactory quality and fit for their purposes, and may not accept any rejection at a later date.

 

If goods are delivered by carrier by signing the delivery document you are accepting that there are no discrepancies or damaged goods.  You must check the consignment thoroughly before signing. 

 

Under UK Distance Selling Regulations you have up to fourteen (14) days to cancel an order without giving a reason (please note this does not apply to custom or bespoke items ie; products made specifically to your own requirements). With the fourteen (14) working days starting the day the customer receives the goods.

 

No right of cancellation, refund or return exists under Distance Selling Regulations once you have used a product, unless the product is defective and you are returning it for this reason.

Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.

 

CANCELLATIONS

Your rights to end the contract

Your rights if you end the contract will depend on what you have bought, whether there is anything wrong with it and when you decide to end the contract:

 

(a) If what you have bought is faulty or incorrect you may have a legal right to end the contract (or to get the Goods repaired or replaced or to get some or all of your money back), see faulty goods section and incorrect goods section below;

 

(b) If you have just changed your mind about the product, you may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods, see the section below titled ‘Changing your mind about your order’;

 

(c) If you want to end the contract because of something we have done or have told you we are going to do, see the section below titled ‘Ending the contract because of something we have done or are going to do’.

 

To cancel or change your order, you can email us at info@gardenhousedesign.co.uk with your instructions, entering the words ‘Order cancellation’ in the subject title.

If you end the contract for any reason after Goods have been dispatched to you or you have received them, you must return them to us. You must either post the Goods back to us or (if they are not suitable for posting) we will be happy to advise you of suitable courier companies you can commission yourself to return the goods, or we can arrange collection of them from you. Please note that the full cost of return will be the responsibility of You.

 

Please contact info@gardenhousedesign.co.uk. If you are exercising your right to change your mind you must send off the Goods within 14 days of telling us you wish to end the contract. You must take reasonable care of the items whilst they are in your possession and you must not use them. Please return the Goods to us in their original packaging, quoting the order reference number. We advise that you return any Goods using registered post or suitable courier company in order to ensure their safe return.

 

We will refund you the price you paid for the Goods (including delivery costs in some cases), by the method you used for payment. If you have exercised your right to change your mind, we reserve the right to make a deduction from the amount of any refund for loss in value of the Goods returned or where the Goods show signs of unreasonable use. A restocking fee may apply.

We will pay the costs of return if the Goods are faulty or incorrect, in all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

 

Faulty goods

If you discover the Goods are faulty, you must notify us of the defect within 24 hours of the date of delivery or within a reasonable period of time of discovery (if the defect was not readily apparent).

We may inspect the Goods, either by:

 

(a) asking you to return the Goods to us; or

 

(b) by sending a nominated person to inspect the Goods in your possession to assess whether the Goods are faulty.

 

If we agree with you that the Goods are faulty, and that the fault was not caused by your neglect or misuse of the Goods, or fair wear and tear, we will (depending on the circumstances) replace, refund or repair (if possible) the faulty Goods at no cost to you. We will refund any reasonable costs you prove that you have incurred in returning the faulty Goods to us. We recommend that you keep postal receipts for this purpose.

 

Incorrect goods

If we send you incorrect Goods, you must notify us as soon as you discover the mistake and within a reasonable period of time. We will either:

 

(a) arrange for a carrier to collect the Goods from you; or

 

(b) ask you to return the Goods to us by post or courier at our cost.

We will then either;

 

(a) send you the correct items as soon as possible after receipt of the returned Goods; or

 

(b) refund the price of the Goods and delivery.

 

Ending the contract because of something we have done or are going to do

If you are ending a contract for any of the reasons detailed below the contract will end immediately and we will refund you in full for any Goods which have not been provided. The reasons are:

 

(a) we have told you about an upcoming change to the Goods or these terms which you do not agree to;

 

(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

 

(c) there is a risk that supply of the products may be significantly delayed because of events outside our control;

 

(d) you have a legal right to end the contract because of something we have done wrong.

 

Changing your mind about your order

If you have changed your mind about your order, you may cancel your order in accordance with your legal rights under the Consumer Contracts Regulations 2013.

For most Goods bought online, you have a legal right to change your mind within 14 days of delivery of the Goods to you and receive a refund. Please note however that the goods must not have been used and must be returned in the original packaging to the address advised.

 

For goods not purchased online, we may at our discretion accept the return goods, however, a restocking fee maybe charged up to 20% of the order value and return carriage to the point of despatch will be charged. Please note the return address will most probably be to the supplier's warehouse which is not necessarily our office address.

The only exception to this is bespoke or pre-sealed items.

 

RETURN PROCEDURE

If the goods are to be rejected in the time limit set above, the Customer shall comply with the return procedure as defined below. We will not accept any returned goods should the return not follow the return procedure.

The Customer must contact Us on 01903 774774 or email: info@gardenhousedesign.co.uk and obtain a Returns Authorisation Number (RAN). This number shall be clearly quoted on the returned package. In some instances, We may arrange for the package to be collected. A collection fee may apply to returns where goods are not damaged or faulty.

 

Unless faulty or not as described, we cannot refund or offer an exchange on personalised or made-to-measure products.

 

In cases where the goods are rejected within a reasonable time, the Customer is entitled to a refund or replacement. The faulty or damaged product must be returned to Us before the refund or replacement can be issued. We will endeavour to issues refunds within 30 days of confirmation of cancellation.

 

We will be pleased to offer an exchange or refund once the rejected Goods have been received and checked. Please note, we cannot refund used or customer damaged goods. Original delivery charges are non-refundable on unsatisfactory or unsuitable items. We can organise collection at an extra cost. Returns are the customer's responsibility until received by us. We advise that you should send any return items via registered post as we cannot be responsible for returned goods not received in the post. If for any reason you find goods to be faulty upon arrival, please notify us immediately and we will offer a full refund or replacement and help with you returning said items.

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@gardenhousedesign.co.uk. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products such as special orders or personalised items. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
 
Unfortunately, we cannot accept returns on sale items or gift cards. 

 

Updated: 20^th April 2023