Refund policy
Refunds Policy
At English Country Gardens we want you to be delighted with your purchase. If something is not quite right, please review the guidance below.
Because many of our products are dispatched directly from specialist makers and suppliers, return arrangements may vary depending on the item.
If you need assistance, please contact us at:
Returns Period
You may request a return within 30 days of receiving your order.
To be eligible for a return, items must:
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be unused
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be in original condition
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be returned with original packaging
Returns requested after 30 days may not be accepted unless the item is faulty.
Standard Products
For smaller items such as tools, watering cans, planters, and similar accessories:
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Returns are accepted within 30 days of delivery
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Customers are responsible for return shipping costs
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Items must be unused and securely packaged
Once the returned item is received and inspected, a refund will be issued.
Large or Bulky Items
For larger items such as:
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benches
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arches
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garden furniture
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large planters
Returns are accepted within 30 days, however:
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items must be unused
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original packaging must be retained
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collection or return courier costs may apply
Where collection is required, the cost of return transport may be deducted from the refund.
Made-to-Order Items
Some products are made to order or produced specially for you.
These items cannot be returned unless they are faulty or damaged, in accordance with UK consumer law.
This may include:
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bespoke furniture
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custom finishes
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items manufactured specifically after your order is placed
Product pages will indicate when an item is made to order.
Locally Delivered Items (Barrels and Similar Products)
Items delivered locally by English Country Gardens (such as barrels) may be returned within 30 days of delivery, provided they are unused.
However:
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a collection fee may apply
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this fee may be deducted from the refund
Delivery charges are non-refundable unless the item is faulty.
Faulty or Damaged Goods
If your item arrives damaged or faulty, please contact us as soon as possible and ideally within 48 hours of delivery.
Email hello@countrygardens.co.uk with:
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your order number
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photographs of the issue
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a brief description
We will arrange a suitable solution, which may include:
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replacement
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repair
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refund
Any reasonable return costs for faulty items will be covered.
Partner Supplier Dispatch
Some items are dispatched directly from our trusted partner makers and suppliers.
For these products:
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return addresses may differ from our office
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we will provide the correct return instructions after you contact us
Please do not send items back without contacting us first, as this may delay your refund.
Exchanges
We do not offer direct exchanges. If you would like a different item, please return your item for a refund and place a new order.
Refunds
Once your returned item is received and inspected, we will notify you.
If approved, your refund will be processed to your original payment method within 5 days. Please note your payment provider may take additional time to complete the transaction.
Contact
If you have any questions regarding returns, please contact:
We are always happy to help.