GardenSite LLP always strives to offer an excellent customer service both online and in-store. We want to make it as easy as possible for you to cancel/return orders or report faulty/missing products.

Right to cancel

Under the Consumer Contracts Regulations (which has now replaced the Distance Selling Regulations), you have the right to cancel your order within 14 days of having received the goods without giving any reason.*

To exercise the right to cancel, you must clearly inform us via email ([email protected]) or post (GardenSite, 211 Chester Road, New Oscott, Sutton Coldfield, B73 5BD) of your decision to cancel the contract.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

*Bespoke and perishable products are excluded.

Effects of cancellation

If you choose to exercise your right to cancel, we will reimburse you for the product, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

You will, however, have to bear the direct cost of returning the goods in the form of a cancellation charge which will be deducted from your refund. This charge will be specified at the time of your return request as it can vary from product to product. This cancellation charge may be reduced if you are posting the item back yourself (if applicable). We may make a further deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will refund you within 14 days of returning the item.

Reimbursement will be made using the same means of payment as you used for the initial transaction unless expressly agreed otherwise.

Faulty and missing products

If you discover, upon receipt, a product you have ordered to be damaged, please notify us by sending a photo and description to [email protected] without undue delay. If an item is missing, please locate its product name in the assembly instructions and notify us via the above email too. We will endeavour to resolve any issues as soon as possible by replacing or supplying any damaged or missing goods free of charge.For more information, please see sections 8 and 9 of our Terms and Conditions.