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Refund policy

Returns & Refunds Policy


This Returns & Refunds Policy explains your rights and our procedures for cancelling orders, returning products, and obtaining refunds.


Please read this policy carefully before placing your order. This policy should be read in conjunction with our Terms & Conditions and Delivery Policy.


1. Your Consumer Rights


Under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, you have statutory rights when purchasing goods online.


Your Right to Cancel (14-Day Cooling-Off Period):


You have the right to cancel your order within 14 days of receiving your goods without giving any reason, subject to the exclusions listed in Section 5 below.


Your Rights for Faulty or Misdescribed Goods:


Under the Consumer Rights Act 2015:

  • You have 30 days from delivery to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described, for a full refund
  • After 30 days, you must give us the opportunity to repair or replace faulty goods
  • After the first 6 months from delivery, you must prove that the goods were faulty at the time of delivery

These statutory rights are not affected by this Returns & Refunds Policy.

2. Cancelling Your Order Before Delivery

Before Your Order is Processed:


If you wish to cancel your order before it has been processed with our supplier, please contact us immediately via:


If your order has not yet been processed or dispatched, no cancellation charge will apply, and you will receive a full refund.

After Your Order Has Been Dispatched:


If your order has already been dispatched for delivery (even if you have not yet received it), cancellation charges will apply, including:

  • 10% restocking fee on the order value
  • Return delivery fees (charged by our delivery partners, which vary depending on item size and courier)

For full details on order cancellations, please see Section 6A of our Terms & Conditions.


3. Returning Your Order After Delivery

Your 14-Day Return Period:


You have 14 days from the date you receive your goods to notify us that you wish to return them under your statutory right to cancel.

To exercise your right to cancel, you must clearly inform us within 14 days of receiving your goods by contacting us at:

Conditions for Returns:


To be eligible for a return under the 14-day right to cancel:

  • Your item must be in the same condition as you received it
  • Items must be unused and unassembled
  • Items must be in their complete original packaging (intact and undamaged)
  • You must provide proof of purchase (order confirmation or receipt)


We cannot accept returns if:

  • The item has been assembled (even partially)
  • The original packaging has been damaged, tampered with, or is not present
  • The item shows signs of use or wear
  • The item has been altered or modified in any way

Duty of Care:

You have a statutory duty of care to ensure that products are not damaged while in your possession. We may make deductions from your refund for any loss in value caused by unnecessary handling or damage.

4. How to Arrange a Return

Step 1: Contact Us

You must contact us before returning any goods. Items sent back to us without prior authorisation will not be accepted.

Do not return items to our office address (TWIY Limited, First Floor, Swan Buildings, 20 Swan Street, Manchester, M4 5JW) without prior written approval. Return addresses will be different for different items, so please contact us first. Unapproved returns may be rejected.

Contact us at:


Please provide:

  • Your order number
  • Reason for return
  • Photographs of the item in its packaging (if applicable)


We will then provide full details on how to handle returning your item.

Step 2: Return the Item

You have two options for returning goods:

Option A: Arrange Your Own Return

  • You can arrange to have the item returned yourself within 14 days from the date you notify us of cancellation.
  • You are responsible for return shipping costs.
  • Items must be repackaged in suitable materials to prevent damage during transit.
  • You are responsible for the item until it is received by us or our supplier.
  • We strongly recommend that you obtain proof of postage or delivery confirmation when returning items. We are not responsible for items lost or damaged in transit during return.
  • Discuss directly with us before self returning anything to us, as return addresses are different for different items and products.

Option B: We Arrange Collection (Large Items)

 

  • For large items (sheds, greenhouses, garden buildings, furniture, etc.), we can arrange collection.
  • A collection charge will apply, which varies depending on the size, weight, and location of the item.
  • The collection charge will be deducted from your refund.
  • We will provide you with the collection fee when you request a return.


5. Non-Returnable Items (Exclusions)


Certain items cannot be returned under the 14-day right to cancel:


Made-to-Order, Custom, and Bespoke Items:

  • Made-to-order products
  • Custom built sheds and garden buildings
  • Bespoke or personalised items
  • Any product specifically manufactured or customised to your specifications


These items are clearly identified on their product pages and cannot be cancelled or returned once your order has been processed with our supplier.


Other Exclusions:

  • Perishable goods (e.g., plants, turf, flowers)
  • Hazardous materials, flammable liquids, or gases
  • Sale items or clearance products (unless faulty or misdescribed - see Section 7)
  • Gift cards


7. Faulty, Damaged, or Incorrect Items

Inspection Upon Delivery:


Please inspect your order immediately upon delivery. Check that:

  • The item matches your order
  • All parts and components are present
  • There is no visible damage

Important: If you discover damage or missing parts, do not assemble the product. Please contact us immediately.

Reporting Faulty, Damaged, or Incorrect Items:


If your item is faulty, damaged, or incorrect, you must contact us as soon as possible and within 24 hours of delivery.


Contact us at:

Please provide:

  • Your order number
  • A detailed description of the issue
  • Clear photographs of the damage, missing parts, or incorrect items
  • Photographs of the packaging (if applicable)

What We Will Do:


Our priority is to resolve issues quickly by:

  • Replacing damaged or missing parts free of charge (in most cases, we can do this promptly)
  • Arranging a replacement product if parts cannot be sourced
  • Arranging a full refund and collection if a replacement cannot be provided

For faulty, damaged, or incorrect items:

  • You will not be charged return shipping costs, collection fees, or restocking fees
  • We will cover all costs associated with resolving the issue
  • Refunds will include the full purchase price and original delivery costs

After 30 Days:

If you discover a fault after 30 days from delivery (but within 6 months), you must give us the opportunity to repair or replace the item. Please contact us as soon as possible.

After 6 months from delivery, you must prove that the goods were faulty at the time of delivery.

8. Exchanges


We do not offer direct exchanges. If you wish to exchange an item:

  1. Return the original item following the returns process in Section 4
  2. Once your return is approved and processed, place a new order for the item you want

Alternatively, contact us at contact@gardenandpatio.co.uk and we can discuss further with you. We are here to help.

9. Refunds

When Will I Receive My Refund?


Once we receive and inspect your returned item, we will notify you whether your refund has been approved.


If approved, you will be refunded within 14 days of us receiving confirmation that the goods have been returned in an acceptable condition.


Refunds will be issued to your original payment method (e.g., the credit/debit card or PayPal account used for the purchase).


Refund Amount:


Your refund will include:

  • The full purchase price of the goods
  • Original delivery costs (if you are exercising your 14-day right to cancel)

Minus:

  • 10% restocking fee (unless the item is faulty, damaged, or incorrect)
  • Return shipping or collection costs (unless the item is faulty, damaged, or incorrect)
  • Any deductions for loss in value due to damage or excessive handling

Processing Time:

Please allow up to 14 days from the date we approve your return for the refund to be processed. Your bank or card provider may take additional time to process and post the refund to your account.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at contact@gardenandpatio.co.uk.

12. Contact Us

If you have any questions about returns or refunds, or wish to start a return, please contact us:


TWIY Limited trading as GardenAndPatio.co.uk

Email: contact@gardenandpatio.co.uk
Live Chat: Available on our website
Phone: 0330 043 0361


This Returns & Refunds Policy should be read in conjunction with our Terms & Conditions and Delivery Policy.

Your statutory rights as a consumer under UK law are not affected by this policy.