Our returns policy lasts 14 days, meaning you have 14 days from receiving your goods to contact us if you wish to return the item(s). If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange unless goods are faulty.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
You must contact us before returning an item, failure to do so may result in us being unable to process a refund. We take no responsibility for items that are returned without prior contact or authorisation from ourselves that are damaged or lost.
Once we have authorised the return you will receive an email from our returns team with your return number and instructions of what happens next. We allow 30 days from receipt of this email for the goods to arrive back into our warehouse, after this time refunds are done at our discretion and items that are sent back outside of this time frame or are returned without prior agreement may be refused and returned to sender which may result in you being liable for an extra charge from the couriers. We do not refund orders until the returned item has been accepted and processed by our warehouse.
If the returned item has been USED, DAMAGED or is not in its ORIGINAL PACKAGING diminishing the value of the goods as a result of handling them beyond what is necessary to establish the nature, characteristics or functioning of the goods we may deduct that amount from the refund, up to the contract price.
Please contact us before returning your item so that we are aware of the return, failure to do so may result in a delay in processing your refund.
Unless the item is faulty, a returns charge plus an admin charge may be applicable depending on the circumstances.
If you are arranging the return yourself we recommend using a trackable service as we cannot be held responsible for returns that are lost in transit. If we arrange the return there will be a charge that will cover the cost of the courier as well as an admin charge, this will be deducted from your refund, customer service will advise you of this charge before the return is arranged.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We aim to process your refund within 5 working days, a credit will automatically be applied to your original method of payment within 3-7 working days, depending on your payment method.
If a customer refuses delivery or misses multiple attempted deliveries of their order and the item is returned back to ourselves as undelivered, we are happy to refund or resend the order, however there will be a charge to cover the attempted deliveries, return delivery and admin costs.
If you wish to cancel an order that has NOT been dispatched you must contact us immediately as we try to dispatch all orders as soon as possible. If you have not contacted us within 15 minutes of placing your order we will be unable to stop dispatch so we recommend that you phone customer service to cancel any orders, if we are able to stop the orders dispatch you will be refunded in full.
Garden Olympia
Middletown, Powys, Wales, United Kingdom
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VAT Registration No: 838-5888-61