Refund & Returns Policy

Gardens & Driveways UK

At Gardens & Driveways UK, we are committed to supplying quality landscaping products and providing excellent customer service. We want you to be happy with your purchase, but we understand that sometimes you may need to return an item or request a refund.

This policy explains how we deal with cancellations, returns, refunds and damaged or incorrect goods.

1. Cancelling Your Order

If you wish to cancel your order, please contact us as soon as possible using the contact details provided on our website.

Where an order has not yet been dispatched, we will do our best to cancel it and issue a refund where applicable.

Once an order has been dispatched, cancellation may no longer be possible and the standard returns procedure may apply.

For bespoke, made-to-measure, customised or specially ordered products, cancellation rights may differ. Please contact us before ordering if you are unsure.

2. Returns

We accept eligible returns in accordance with applicable UK consumer law.

Products being returned must, where applicable:

• Be unused and in their original condition.
• Be returned with their original packaging where reasonably possible.
• Not have been installed, cut, altered, modified or damaged after delivery.
• Be returned within the applicable return period.

Certain products may not be eligible for return due to their nature, including products that have been specially ordered, customised, cut to size or made specifically to a customer's requirements.

Please contact us before returning any product. We cannot guarantee acceptance of an unauthorised return.

3. Landscaping Materials & Heavy Goods

Landscaping materials such as paving, porcelain, sandstone, composite decking, fencing and other heavy or palletised products require particular care when being returned.

Customers should inspect their goods carefully upon delivery before installation.

Once materials have been cut, installed, altered or used, we may not be able to accept them as a return unless the goods are faulty or do not match the order.

Natural stone products may contain natural variations in colour, texture, markings and appearance. These characteristics are part of the natural product and are not normally considered faults.

We strongly recommend ordering a sample before purchasing large quantities where colour or finish is important.

4. Damaged Goods

We take great care when preparing orders for delivery. However, damage can occasionally occur during transportation.

Please inspect your delivery as soon as possible.

If your goods arrive damaged, incorrect or incomplete:

1. Take clear photographs of the packaging and affected products.
2. Keep the original packaging where possible.
3. Contact us as soon as possible with your order number and photographs.
4. Do not install or dispose of damaged products until we have advised you.

We will assess the issue and, where appropriate, arrange a replacement, refund or other suitable resolution.

5. Incorrect Products

If you receive a product that is different from the product you ordered, please contact us as soon as possible.

We will investigate the issue and, where the error is ours, arrange an appropriate replacement or refund.

Please do not install an incorrect product, as installation may affect our ability to resolve the issue.

6. Refunds

Once a return or refund has been approved, we will process the refund using the original payment method where possible.

Refund processing times may vary depending on your payment provider or bank.

Where applicable, refunds may exclude delivery or collection costs where these costs are non-refundable under the circumstances of the return.

Nothing in this policy affects your statutory consumer rights.

7. Faulty Products

If a product is faulty or does not meet the requirements of your order, please contact us with details of the problem.

We may ask for photographs, videos or other information to help us assess the issue.

Depending on the circumstances, we may offer a repair, replacement, refund or another appropriate remedy in accordance with your statutory rights.

8. Installation Services

If you have purchased an installation or landscaping service from Gardens & Driveways UK, please contact us as soon as possible if you have concerns regarding the work carried out.

Any complaints will be reviewed fairly and we will work with you to resolve genuine issues.

Different cancellation terms may apply to services where work has already commenced or where a customer has requested that work begins within a statutory cancellation period.

9. Return Delivery

Unless the goods are faulty, damaged, incorrect or otherwise covered by your statutory rights, the cost of returning goods may be the responsibility of the customer.

For heavy, palletised or oversized products, please contact us before arranging a return so that we can discuss the safest and most appropriate method of collection.

Customers should not arrange the return of heavy goods without first contacting us.

10. Exclusions

Returns may not be accepted for products that have:

• Been installed or used.
• Been cut or altered.
• Been damaged after delivery.
• Been specially manufactured or ordered for the customer.
• Been customised or made to specific measurements.
• Been disposed of before we have had an opportunity to inspect them.

These exclusions do not affect your statutory rights where goods are faulty, misdescribed or otherwise fail to meet the requirements of UK consumer law.

11. How to Request a Return or Refund

To request a return, refund or report a problem with your order, please contact:

Gardens & Driveways UK

Email: [YOUR EMAIL ADDRESS]
Telephone: [YOUR PHONE NUMBER]

Please include:

• Your full name
• Order number
• Product name
• Reason for the return or refund
• Photographs where applicable

Our team will review your request and advise you of the next steps.

12. Your Statutory Rights

This policy does not limit or remove any rights you may have under UK consumer protection law.

Where applicable, your statutory rights remain fully protected.

Our Commitment

At Gardens & Driveways UK, we aim to make every order as straightforward as possible. If something isn't right with your purchase, please contact us and give our team the opportunity to put it right.

Quality products. Professional service. Support from start to finish.