Damaged or Faulty items
In the unfortunate event that the product arrives damaged or faulty please get in contact via firstname.lastname@example.org immediately- within 24 hours of receiving product.
Photographic evidence of packaging and product is required; failure to provide pictures and evidence may result in a replacement or refund being denied.
Once a customer signs and accepts delivery of items without notification of damage immediately (within 24 hours), goods are deemed to have been received in an acceptable condition. Refund or replacement may not be applicable.
To start a return, claim or report an issue you can contact us at email@example.com. We will review your claim usually within 3 business days.
If your claim is accepted, we will either:
> Send you a return shipping label and time frame of collection. Items sent back to us without first requesting a return will not be accepted.
> Provide you a partial or full refund depending on damage/ claim which can take 10 to 14 business days to be processed.
> Offered a replacement item if available.
- Outdoor furniture that's been weather damaged
- Products that have been assembled
- Custom made items, products made to order
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused or unassembled, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and approval or rejection. 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.
We cannot accept returns on sale items or gift cards.
Incorrect item received
If we deliver the wrong product, please get in contact with us as soon as possible. We will organise the return of the product and cover all costs associated with redelivery. The order must be packaged in original boxes, not been assembled with tags intact and secure for collection.
Late or missing refunds
If you have not 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 at firstname.lastname@example.org.
Buyer's Remorse/ Change of mind
If you request a cancellation or refund of an item before we place the order with the supplier, we will provide you with a full refund. Refunds or exchanges may not be possible once goods have been dispatched from our supplier's warehouse. Once you have taken delivery of an item, we may not accept the return of goods due to buyer’s remorse or change of mind. Gift cards are not refundable.
When you place an order, you will receive an automatic order confirmation email from us. This does not guarantee the product has been shipped yet or the item is in stock. In the unlikely event the item you have chosen in not available or on back order, we will get in contact with you as soon as possible. You can choose to wait for product availability/ product restock or cancel and receive a refund in full.
Some items come with a 12- month warranty. If your goods still have a valid manufacturer warranty, we recommend you first contact the manufacturer in relation to any fault or defect, however, you may still contact us.
A refund or replacement will not be provided if products are have been misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.