1. Right to Return
As a consumer purchasing from Gardenure, you have the statutory right to return products within 14 calendar days of receiving your order, in accordance with UK Consumer Contracts Regulations 2013.
This 14-day period is your “Cooling-Off Period” and applies regardless of whether the product is faulty or not, provided the conditions outlined in this policy are met.
2. Eligibility for Returns
Products may be returned provided they meet the following conditions:
- The return is initiated within 14 calendar days of delivery
- The product is in its original condition and packaging
- All components, accessories, and documentation are included
- The product has not been used, installed, or assembled (except for inspection purposes)
- The product shows no signs of wear, damage, or alteration
Products that are used, damaged, or installed are not eligible for return unless faulty.
3. Faulty or Defective Products
If you receive a faulty or defective product, you may return it within 14 days of delivery, even if opened or used, provided the defect is not due to misuse or improper handling.
For faulty products, you must provide photographic evidence or a detailed description of the defect. Contact our support team immediately:
Email: support@gardenure.com Telephone: +44 7832 650291
We will assess the claim and provide instructions for return.
4. Consumer Rights Act Protection
Under the Consumer Rights Act 2015, you have the right to reject faulty goods within 30 days of delivery. If products do not match the description, are of unsatisfactory quality, or are not fit for purpose, you may be entitled to a full refund, repair, or replacement, regardless of our return policy.
Please contact us to report a fault within 30 days of delivery.
5. How to Initiate a Return
To return a product, follow these steps:
- Contact our support team at support@gardenure.com or +44 7832 650291
- Provide your order number and reason for return
- Await authorization and return shipping instructions
- Pack the product securely in its original packaging
- Ship the product using the return address and tracking method provided
Do not return items without prior authorization. Unauthorized returns may not be processed or refunded.
6. Return Shipping Costs
Return shipping is completely free of charge for eligible returns within the 14-day Cooling-Off Period.
We will provide you with a prepaid return shipping label via email. Use this label to return the product via the delivery method specified. If you choose an alternative shipping method, costs will not be refunded.
7. Return Shipping Address
All returns must be sent to:
Gardenure Returns Department 19 Hornsmill Avenue, Widnes, Cheshire, United Kingdom, WA8 5DY
Always include your order number and reason for return in the package. Use the tracking method provided to monitor return delivery.
8. Refund Processing Timeline
Once we receive and inspect your returned product, we will process your refund within 5 business days, provided the product meets our return eligibility criteria.
Refunds will be issued to your original payment method. Depending on your bank or payment provider, it may take an additional 3-5 business days for the funds to appear in your account.
9. Refund Amount
Full refunds will be issued for eligible returns, including the product cost and original shipping charges. No deductions will be made for restocking, handling, or freight costs.
10. Non-Returnable Products
The following items are non-returnable and cannot be refunded:
- Products showing signs of use, assembly, or installation
- Products with visible wear, damage, or stains caused by customer misuse
- Items purchased during clearance sales (unless faulty)
- Custom or made-to-order items (unless faulty)
- Products without original packaging or documentation
If you have questions about whether a specific product is returnable, contact us before purchasing.
11. Refuse Delivery
If you wish to refuse delivery of an order, you must do so at the time of delivery. Inform the delivery driver that you refuse to accept the package.
Once refused, the product will be returned to us at no cost to you. A full refund will be issued within 5 business days. This option must be exercised upon delivery; returns initiated after acceptance will be subject to our standard return process.
12. Partial Refunds
Refunds will be reduced or denied if:
- The product shows signs of use beyond reasonable inspection
- Damage has occurred due to customer misuse or negligence
- Parts or components are missing
- Original packaging has been damaged or discarded
- The product has been altered or modified
In such cases, we will notify you of the reduced refund amount before processing.
13. Missing or Incorrect Items
If your order arrived incomplete or incorrect, contact us immediately:
Email: support@gardenure.com Telephone: +44 7832 650291
Provide your order number and details of the discrepancy. We will investigate and, if confirmed, either send the missing item immediately or issue a full refund within 5 business days.
14. Damaged Goods
If your order arrived damaged, you must report this within 7 days of delivery with photographic evidence. We will assess the damage claim and either:
- Send a replacement product immediately
- Issue a full refund within 5 business days
- Arrange collection of the damaged item
Please do not dispose of the damaged product until we have assessed the claim.
15. Exchange Policy
We do not offer direct exchanges. To exchange a product, please initiate a return for the original item and place a new order for the replacement product.
16. Holiday and Public Holiday Returns
Returns initiated during UK public holidays or outside business hours will be processed on the next business day. Holiday periods may extend processing times.
17. Disputed Returns and Chargebacks
If you initiate a return without authorization or dispute a charge with your bank or payment provider, we reserve the right to pursue recovery of unauthorized refunds or chargebacks in accordance with applicable law.
18. Contact Information
For return inquiries, to initiate a return, or to discuss a refund:
Email: support@gardenure.com Telephone: +44 7832 650291 Address: 19 Hornsmill Avenue, Widnes, Cheshire, United Kingdom, WA8 5DY Business Hours: Monday to Friday, 9:00 AM to 6:00 PM
19. Changes to Returns Policy
Gardenure reserves the right to modify this Returns and Refunds Policy at any time. Changes will be effective immediately upon posting to the Website. Significant changes affecting consumer rights will be communicated via email where practical.