Returns & Refunds

Once an order has been placed, unfortunately it cannot be changed.

All orders can be cancelled before they have been shipped please contact us from our Contact Us page and we will be happy to help. We cannot guarantee your order can be canceled but we will try our best to help.

Unfortunately we do not currenly offer a product exchange service.

Sometimes the product ordered is not quite right for you, so if you need to return any product we will allow you to do so within 30 days from the receipt of your order.

A return can be arranged by logging into your customer account and using the return portal.

RETURN PORTAL LINK

Some products may need to be authorised for return manually or you may want to talk to us, If you need to do this please contact us on 0191 3773737 or by email at orders@gardenandhomedirect.co.uk quoting your order number and we will issue a RMA number (return material authorisation) for your return. The RMA number must be enclosed in the return for the refund to be authorised.

The return of the goods will have to be arranged by you and at your own cost and we advise using a courier with a trackable service.

We ask the customer to return the goods to us in unused condition and in the original packaging where applicable.

Return Address:- Garden&Home Direct, Unit 3, Trimdon Grange Industrial Estate, Trimdon Grange, Durham, TS29 6PA

On receipt of the return and inspection we will refund your payment method with the cost of the goods less any postage cost paid. (Please see refund section)

Occasionally we may supply goods direct from our suppliers in this case, the terms and conditions of the supplier will apply. These can be found on the suppliers websites.

Any return outside of the 30 day period or not returned in a resalable condition will incur a 30% restocking charge.

If a delivery is refused by the customer at time of delivery with our designated courier, the return cost will be charged or deducted from the refund amount. The cost will vary depending on the delivery location and order weight.

Made to order and personalised goods are unfortunately non returnable.

If you receive your order and do find the supplied goods are faulty or damaged please contact us within 48 hours of receipt on 0191 3773737 or by email at orders@gardenandhomedirect.co.uk. Please let us know your order number and the fault / damage.

Please inspect your delivery for any damage before signing for your goods. Any visible damage to the package should be marked with the courier as damaged, unless this is not possible and unexamined is acceptable.

Occasionally we may supply goods direct from our suppliers in this case, the terms and conditions of the supplier will apply. These can be found on the suppliers websites.

Garden & Home Direct will arrange the collection of the goods or supply a returns label to the customer to cover the cost of return. On receipt and inspection of the faulty goods and are satisfied the said fault or damage is present we will arrange a replacement or a refund of the total order cost including shipping charges.

As long as your item is returned to us in its original condition a full refund will be issued less any postage costs paid at the time of ordering.

Items received back to us not in its original condition, damaged or missing parts not due to an error on our part, we are unable to offer a refund and you will be contacted to let you know.

Refunds are processed within 7 days from when we receive the item(s). As soon as your return has been processed you will receive an email to confirm this.

Refunds will be issued back to your original payment method and this could take up to 3 - 5 working days to show back in your account.