Not happy with your purchase? No problem!
We offer exchanges, refunds, or alternative solutions to make sure you're satisfied. Just tell us why you're returning your item and what you'd like us to do, and we'll take it from there.
Can I change or cancel my order?
Once an order has been placed it may be too late to change it - we’ll do our best but if we are unable to change it, we do have a simple cancellation or returns policy to help you.
We can usually cancel your order right up to the point of dispatch. We advise you to contact us as quickly as possible if you wish to cancel your order. If the order has been shipped, we cannot guarantee that the order can be cancelled.
How do I return my order?
We really hope that you’ll love your new purchase, but if you do change your mind you can return it for a refund. Simply contact us within 30 days of receiving your order, our Customer Care Team will then confirm your order and eligibility for a refund.
You have plenty of time to return your purchase, up to 28 days from the date of delivery. Please ensure all items are returned in the original packaging it arrived in. We advise you to use a reliable, insured & tracked delivery service to ensure your item is returned safely.
As with returning items to a physical store, it is your responsibility to arrange and pay for the return of goods that are correctly supplied and not faulty. For any items we can organise the return shipping, our partnered couriers can collect the goods. All of the charges will be deducted from the final refund. Please contact us for the quote.
"Made to order" or "bespoke" items are usually (they must be) indicated as such on our website. Additionally, anything where you specify a colour or size that is not described on the website is considered "made to order." Unfortunately, "made to order" or "bespoke" items cannot be cancelled or returned.
Please note that we can only accept your return in the following condition:
- In its original packaging (as it arrived)
- Undamaged and unused
- In a resaleable condition
- Within 30 days after you received your order
Once we receive your return, our warehouse team will check over the item to ensure it’s in a resaleable condition. Your item will then be refunded, excluding the initial delivery charge, to your original payment method.
What if my item’s damaged when it arrives?
We know how upsetting it can be if your new purchase arrives damaged, so we want you to know if this happens, you’ll be eligible for a replacement, a discount, or a full refund.
It’s important that you carefully inspect your item(s) as soon as possible after delivery. If there’s any issues, please contact us with your order details and we’ll be happy to resolve this for you. Please include images or videos of the damaged items to help us assess it and offer you a suitable solution.
Unfortunately, if items have been damaged due to wear & tear, misuse or weather damage we are unable to offer a refund or replacement.
What if my item is faulty?
We offer a one-year warranty on all of our products, unless stated otherwise. If you receive a faulty item, please contact our customer care team. Within the first 30 days of receipt of your order, we will repair or replace the product. During the first 30 days, you also have the option to receive a refund. In the case of a failed component, we may opt to replace the faulty part rather than the entire product.
Please note: Our hurdles and screening rolls are made from natural materials, and as a result, color may vary within batches, depending on the source of the timber. We are unable to guarantee uniform color.
We are unable to accept claims for any consequential loss or expenditure as a result of a fault arising.
What if I was sent the wrong item?
If we’ve missed something or sent the wrong item, let us know and we’ll resolve it for you as quickly as possible.
How long will my refund take?
Your refund will be processed to the original payment method you used when you placed your order. The time it takes for this payment to arrive will depend on your bank and can take 5-7 working days.
