Overview
Under the Trusted Goods refund policy, you have 30 days to change your mind and return the product to us, provided the product is unused and in saleable condition. All returned items will be inspected upon receipt.
Please note that this policy does not affect your statutory rights to defective or incorrectly described goods, and we will provide 30 days product repairmen guarantee for defective products.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To start a return, you can contact us at service@gardensplan.co.uk.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
(Please note that we will not take responsibility for purchases made through other websites selling Gardensplan branded products.)
1.Returns by Defective or Wrong Products
If you receive a defective or wrong item, kindly contact our customer service immediately and provide us with photos or a video showing the defect or damage within 7 days. Once we have assessed the situation, we can offer a refund in such cases or resend a new one which depends on your mind.
a.Missing Parts:
Should your product have damaged or missing parts, we can either send you the new parts or provide a partial refund. If the missing part affects the functionality or usability of the product and cannot be repaired by you or a local technician, we will either send you a new item or issue a full refund.
b.Not Working or Defective:
If you receive a product that is not working properly, please contact our customer service department for technical assistance. We will provide relevant guidance. If the problem persists and the product still doesn't work, you can request a refund or replacement. If the product received is defective, our customer service will provide technical support or propose a solution. If you are able to repair it yourself or through a local store, we will provide some compensation accordingly.
2.Returns Due to Change Your Mind
If you change your mind after receiving the goods or cancel the order after delivery, you have 30 days to return an item from the date you received it. If you need to return the product, you will need to return the product at your own expense. If you need to collect the goods, you will need to pay the corresponding collection fee based on the value of the goods. To be eligible for a return, your item must be unused and in the same condition that you received it.
Please note the following when returning a product:
* Please return the products in their original packaging
* a return fee will still be charged if the carrier collection is missed
* we will deduct the cost of any damaged items returned or any used items that have already been returned.
We cannot accept full refunds if:
a.The item has already been used for more than 30 days
b.The product lacks original parts and accessories
c.The returned item is not our appropriate item and the wrong item
3.Cost of Return Shipping
We would email our customers the return shipping labels so that our valued customers can feel free to download and print.
Please note that you are responsible for any return shipping costs. Orders cannot be canceled during shipping; if you do need to cancel, you will be responsible for any costs incurred.
4. Exchanges
If you wish to exchange an item, please place a new order for the item you want before returning the original. This will ensure that your new item is in stock and on its way to you as quickly as possible.
Contact us if you have any questions on how to return your item to us, contact our Customer Service team.
5.Return Address:
Please contact service@gardensplan.co.uk for return address details. Our customer service team will be happy to assist you with the return process.
6. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
7. Late Or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Please Note: Price Fluctuations
Please be aware that the prices of products on our website may fluctuate based on costs. We will not provide refunds for any price differences resulting from such fluctuations.