Refund policy
Returns & Refund Policy
Last Updated: 27/07/2026
At Love Thy Garden Ltd, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help. This Returns & Refund Policy explains your rights and the process for returning items purchased through our website.
This policy is in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your Right to Cancel
If you change your mind, you have the legal right to cancel your order within 14 days of receiving your goods.
After notifying us of your decision to cancel, you then have a further 14 days to return the goods.
To exercise your right to cancel, please email:
Please include:
- Your name
- Order number
- The items you wish to return
- The reason for the return (optional)
Returning Your Items
To be eligible for a refund, returned items must:
- Be unused and in their original condition.
- Be returned with all original packaging where reasonably possible.
- Include any accessories, manuals or components supplied.
- Be suitably packaged to prevent damage during transit.
We reserve the right to make a deduction from your refund if the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics and function.
Return Shipping Costs
If you are returning an item because you have changed your mind, you are responsible for the cost of returning the goods unless we have agreed otherwise.
We recommend using a tracked and insured delivery service, as you remain responsible for the goods until they reach us or our supplier.
Damaged, Faulty or Incorrect Items
If your order arrives:
- Damaged
- Faulty
- Defective
- Incomplete
- Incorrect
Please contact us within 48 hours of delivery.
Email:
Please include:
- Your order number
- A description of the issue
- Photographs showing the damage or fault where possible
Where a product is confirmed to be faulty, damaged or supplied in error, we will arrange an appropriate remedy, which may include:
- A replacement
- A repair (where appropriate)
- A full refund
- Collection of the item at no cost to you
You will not be charged return shipping costs where the goods are faulty or supplied incorrectly.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed within 14 days using the original payment method.
Refunds will include:
- The cost of the goods purchased.
- Any standard delivery charges paid (where applicable and required by law).
Refunds may take several working days to appear in your account depending on your payment provider.
Non-Returnable Items
Unless faulty or not as described, we cannot accept returns for:
- Goods made to your personal specification or clearly personalised.
- Items that have been assembled, installed or altered after delivery where this affects resale.
- Products that have been damaged due to misuse, neglect or improper care.
- Perishable goods (where applicable).
Any exclusions will be clearly stated on the relevant product page before purchase.
Large Furniture Returns
Many of our products, including:
- Garden furniture
- Pergolas
- Gazebos
- Garden rooms
- Outdoor structures
are delivered via specialist couriers.
If you wish to return one of these items after changing your mind, please contact us before arranging transportation. We will provide instructions to ensure the return is handled safely and efficiently.
Additional collection charges may apply for large or palletised items.
Inspection Before Delivery
We recommend checking your order as soon as it is delivered.
If visible damage to the packaging is evident upon delivery, please note this with the delivery driver where possible before accepting the goods.
Exchanges
We do not currently offer direct exchanges.
If you require a different product, please return your original order (subject to this policy) and place a new order through our website.
Your Consumer Rights
Nothing in this policy affects your statutory rights.
Under the Consumer Rights Act 2015, if goods are faulty, not as described or not fit for purpose, you may be entitled to a repair, replacement or refund depending on the circumstances.
How to Return an Item
Please contact us before returning any goods so we can provide the correct return instructions.
Email:
Please include:
- Your full name
- Order number
- Product name
- Reason for the return
- Photographs if the item is damaged or faulty
Contact Us
If you have any questions about this Returns & Refund Policy, please contact us:
Love Thy Garden Ltd