Returns Policy

We want you to be delighted with your order so if for any reason you are unhappy with your item, you can return it in perfect condition and in their original packaging within 14 days for a full replacement or a full refund minus delivery and collection charges.

Delivery/collection charges will only be refunded if the item is damaged, faulty, or if the wrong items have been sent. We do not accept responsibility for damaged or lost goods on return, so it is advisable to obtain insurance and a receipt, or send the goods back via our courier service.

We do not accept returns of assembled products and we do not refund assembled parts.

Damaged or missing items must be reported within 14 days of receipt of goods to sales@thegardenvillage.co.uk enclosing photographs of the damage.

How To Return Your Order

Please telephone our Customer Service Department on 01254 814343 they will advise you whether they need to arrange for the item to be collected from you by a carrier company, or whether you need to return the item back to us. If the item was received damaged, or is faulty, you may be advised that the item does not need to be returned back to us at all.

If a collection needs to be arranged, this will be made for a weekday only, between standard working hours. If you are not able to be at home when the collection is to be made, you may leave the good somewhere safe (if possible). The Garden Village will not accept liability for any lost, stolen or damaged parts if goods are left unattended.

Whether you are returning the goods back to us or a collection has been arranged, please email your order number, customer contact details and state your reason for returning the item to sales@thegardenvillage.co.uk.

Any orders returned to us once the products are in transit will be refunded minus the cost of transport at approx. £40 – £60 + VAT per pallet each way to English destinations (additional charges may apply to Scotland, Wales & Offshore). Goods must be returned in the state that they were received, shrink wrapped and accessible by a pallet pump truck and vehicle.