The Garden Factory - Online Garden Centre - Returns

The Garden Factory guarantee to send you great gardening products and garden items that you would find at any quality garden centre in the UK.

We and our suppliers will inspect goods before they leave so they reach you in prime condition. We also do our utmost to package items in such a way that nothing gets damaged on their journey to you.

On receipt of your order we strongly suggest you immediately check for damage or malfunctioning parts. However, if there's a problem here's what to do:
Contact our Customer Service Team
Either phone on 01376 573302 between 9.30am – 5.30pm Mon-Fri
or email us: store@thegardenfactory.co.uk
Or you can write to us at:
Returns, The Garden Factory, Unit 2, Great Domsey Farm, Elm Lane, Feering, Essex, CO5 9ES

Incorrect Goods
If we sent you something you hadn't ordered and was not a substitute item, you must return it within 28 days unused and in its original packaging and you will not be charged.

Damaged goods in transit
Yes, it's annoying but unfortunately it happens; if your purchase is damaged in transit, you must notify us immediately (within 48 hours from receipt of your order) on 01376573302. The reason for this is that the couriers will not accept responsibility if it is over this period of time. Please leave a message if you're calling after hours.
Please take photos of the damage and send it, along with your name and order number to store@thegardenfactory.co.uk
Notification must be no less than 7 days from receipt of the order.
We will assess the damage and advise you on the required action you need to take.

Damaged or Defective Goods
If you receive a product that is defective you can return it within 28 days so long as you inform us within 7 working days and we'll give you either get a replacement or a refund. As a general rule, and where possible we ask that you take images of the faults.

Please make sure you give us your order number and return the item in its original packaging. You are responsible for the goods until they reach us. For your own protection use a secure delivery method that requests a delivery signature upon return. This policy does not affect your statutory rights.

• Please note: if you return faulty or damaged items, we will refund the cost of delivery.
• If the product is covered by a manufacturer's warranty, please contact the manufacturer directly.

Cancellation
You can return anything you''re not happy with within 7 days of receiving it provided it is returned in a saleable condition ie: the condition that you received it (and this includes all the packaging).
You will not get a refund if it's not something you've tried out and not liked. For example the analogy might be if you purchased a shirt then wore it to a party and then decided you no longer wanted it! Sorry, there are no exceptions.

We will not pay the costs of returning an item to us.

To get a full refund, please send an email store@thegardenfactory.co.uk with details of the item you are returning. The item must be returned to us in its original condition and in its original packaging within 28 days of cancellation. We thoroughly inspect refunded items and we aim to process refunds up to 7 working days from receipt.

• If the item is returned not in its original packaging (including instructions), we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
• Returned furniture covers have a 20% re-stocking fee.