Returns & Refunds

At GardenHearth, we're all about making your outdoor space a place of joy and comfort. If something isn't right, we're here to help!

 

Right to Cancel

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the goods. Cancellations within 24 hours of ordering are usually eligible for a full refund including shipping. However, if your order has already been dispatched to a carrier and is in transit, you would be liable for the cost to return the goods to us. To cancel, you must notify us in writing at returns@gardenhearth.co.uk, including your order details, a clear statement of your wish to cancel, and reason why. Returns must meet the criteria outlined below under Returns Eligibility.

Some products allow extended returns beyond 14 days. This is detailed in the Returns & Warranty tab on the Product page.

Return Eligibility

  • Items must be unused, unassembled, in their original packaging, and in a resaleable condition.

  • Certain items (e.g., custom orders or hazardous materials) may be non-returnable. If unsure, please contact us.

  • Sale items are non-refundable unless faulty.

 

Return Shipping Costs

The customer is responsible for return shipping unless the item is damaged, faulty, or incorrect. The condition if the goods is the customer's responsibility until received by us, so please ensure they are well-packaged and consider using insured shipping to protect against loss or damage.

 

Refunds and Exchanges

  • Refunds: Once your return is received and inspected, we will process your refund within 10 business days. It may take additional time for your bank to post the refund. If more than 15 business days have passed since your return was approved, contact us at returns@gardenhearth.co.uk.

  • Exchanges: To exchange an item, complete the return process and place a new order.


Damaged, faulty, or incorrect items

Upon delivery, it is important to inspect your items immediately. Our products are insured during transit, so if you notice any significant damage to the packaging please sign on the delivery documents as "Damaged" and obtain a countersignature from the driver. Then promptly inform us, providing photos, immediately (no later than 24 hours) at info@gardenhearth.co.uk. This is because most couriers will not accept damage claims beyond this point, which will delay (or prevent) any resolution we could offer you. If you cannot inspect the contents of the package immediately, sign as “Unchecked” and inspect as soon as possible.

If an item is incorrect, damaged, faulty, or is missing parts, we will arrange replacement of these at no cost to you. Please contact us at returns@gardenhearth.co.uk

  

Exceptions

Certain items cannot be returned, like perishable goods, custom products, and hazardous materials like flammable liquids or gases. If you're unsure about your item, please ask.

Sale items cannot be returned unless they are damaged or faulty.

 

Product Warranties

Most of our products come with a minimum 12-month manufacturer's warranty. Please consult the Returns & Warranty tab on the Product's page for details of each product's warranty. In general, the following exclusions may apply:

  • Items that have not been used in line with the instruction manual supplied
  • Items which have been used for display purposes
  • Items damaged by customer misuse or extreme weather conditions

 

Initiating a return

To begin the return process, reach out to us at returns@gardenhearth.co.uk and tell us what’s wrong. Please include:

  • Your name
  • Order reference number
  • Your Address
  • Email address
  • Contact number
  • Date of purchase
  • Date the goods were received by you
  • If you ordered multiple items, which one/s you want to return
  • Reason for return

If your return is accepted, we'll provide you with instructions on how and where to send your package back. Please note, we cannot accept items sent back without prior authorization.

 

Got questions?

If you have any questions or concerns about your return, feel free to contact us at returns@gardenhearth.co.uk or call us on 020 3286 8352,