Returns & Refunds
Last updated: 16 October 2026
You have 60 days to return an item, and we provide a free prepaid return label.
In short
- 60 days to return an item, counted from the day it is delivered.
- Free returns: we provide a prepaid return label.
- Refund timing: we issue your refund within 14 days of receiving the item (or proof of return). This is usually 3–5 business days. Your bank may take a further 5–10 business days to show it.
- Refund method: to your original payment method.
How to return an item
- Email support@gardenpremium.store or use our contact form within 60 days of delivery. Include your order number and the item(s) you want to return.
- We will send you a prepaid return label.
- Pack the item securely, preferably in its original packaging, attach the label and post it back as instructed.
- Keep your proof of postage until your refund has arrived.
Condition of returned items
Please return items unused and in a resaleable condition, with their original packaging where possible. This lets us process your refund quickly. If an item arrives back in a condition that differs from how we sent it, we will contact you to discuss it.
Refunds
We refund the price of the returned item(s) to your original payment method. Because delivery is free, there is no delivery charge to deduct or refund on a change-of-mind return.
We issue the refund within 14 days of receiving the item or proof that you have returned it, whichever is earlier. In most cases this is within 3–5 business days. Your bank or card provider may then take a further 5–10 business days to show the money in your account.
Cancelling an order
Before dispatch: you can cancel your order for a full refund. Contact us as soon as possible. We cannot guarantee cancellation once the order has been dispatched.
After dispatch: you can refuse the delivery or return the item(s) to us using our free 60-day returns process above, and we will refund you once the return is received.
What happens in common situations
This table explains what to expect. If your situation is not listed, contact us and we will help.
| Situation | What happens |
|---|---|
| 1. You change your mind | Return within 60 days using the free prepaid label. Refund to your original payment method within 14 days of us receiving the item or proof of return. |
| 2. You cancel before dispatch | Full refund. Contact us as soon as possible, before the order has been dispatched. |
| 3. You want to cancel after dispatch | Refuse delivery or return the item with the free label. We refund once the return is received. |
| 4. The item arrives damaged | Contact us with your order number and a photo. We will arrange a replacement or a full refund, and collect the damaged item using a prepaid label. |
| 5. The item is faulty | Contact us. You can return it free of charge for a replacement or refund. Your statutory rights under the Consumer Rights Act 2015 also apply. |
| 6. We sent the wrong item | Contact us with a photo. We will send the correct item or refund you, and provide a prepaid label for the wrong item. |
| 7. An item is missing from your order | Check whether it is arriving in a separate parcel (see Delivery). If not, contact us and we will send the missing item or refund it. |
| 8. Your order has not arrived | If it has not arrived within 10 business days of ordering, contact us. We will investigate with the carrier and then resend the order or refund you. |
| 9. Tracking shows delivered but you have not received it | Check with neighbours and around your property, then contact us as soon as possible. We will investigate with the carrier. |
| 10. The delivery address was entered incorrectly | Contact us before dispatch and we will update it. After dispatch, contact us and we will tell you the options available. |
| 11. You refuse or miss the delivery | The parcel is returned to us. Once we receive it we refund the order. Contact us to arrange redelivery if you prefer. |
| 12. You return only part of an order | We refund the price of the item(s) returned. The rest of your order is unaffected. |
| 13. Your return is lost on its way back | Keep your proof of postage. We can issue your refund on proof of return, within 14 days. |
| 14. You return an item after the 60 days | Contact us. We cannot promise a refund after 60 days, but we will review your request. Your statutory rights are not affected. |
| 15. You would like a different item | Return the original item using the free label for a refund, then place a new order for the item you would like. |
| 16. Your refund has not arrived | Allow up to 14 days from our receiving your return, then a further 5–10 business days for your bank. If it still has not arrived, contact us and we will check it. |
Contact us about a return
Email support@gardenpremium.store or call +44 7442 343724. We aim to reply within 1–2 business days.
This policy does not affect your statutory rights.
Questions?
Email support@gardenpremium.store or call +44 7442 343724. Garden Premium, 63 Laurelbank, Dunmurry, Belfast, BT17 0RR, United Kingdom.