Can my order be changed or cancelled?
Once an order has been placed, it cannot be changed. However, we offer a simple cancellation or returns policy to help you.
All orders can be cancelled before they are shipped. We advise that you contact us if you wish to cancel your order. Our live chat service is available 9am to 4.30pm Mon - Fri and can be accessed via our contact us page, where you will also find the option for email enquiries.
You can call us at 0179 329 0015 to talk with a representative. We cannot guarantee that the order can be canceled, but we will work our hardest to find the best solution for you.
How can I return my order?
We hope you enjoy your furniture. But in case you are not completely satisfied with your purchase, simply return it within 14 days of delivery for a full refund. Simply contact us via mail within 14 days of receiving your order, and a member of the customer service team will confirm your eligibility.
Please ensure that the item is repackaged in its original packaging and use a reliable tracked delivery service to return it.
Upon receipt of the returned merchandise, our warehouse team will examine it to ensure it is in a condition that can be resold. This process takes up to 14 days from arrival at our warehouse for your refund to be processed. Once processed, you will receive a credit for the amount of the original delivery charge, less any initial delivery charge applied.
We will accept returns of merchandise only if it is in its original packaging, undamaged and unassembled, and within 7 days of receiving your order.
If the product is damaged and the return process has been validaded by our team, Home Garden Direct will provide the customer with a return label.
In any other return scenario, the client is responsible to create the return shipping label.
Step by step process:
Scenario#1: Change of Mind:
1. Reach customer attention by phone or email
2. Return accepted within 14 days
3. Customer is liable for postage and for creating the return label
Scenario #2: Item damaged
1. Reach customer attention by phone or email within14 days
2. Home Garden Direct manages the postage for the product return, including the lable postage.
3. Home Garden Direct receives and inspects the damaged item
4. Home Garden Direct provides a refund or return as per the client's decision.
Is it possible to exchange an order?
Due to our strict quality standards, we do not offer exchanges at this time. If you receive damaged merchandise, please contact us with your order details and images/videos of the problem so that we can quickly send you a replacement.
If you are unhappy with an item you have ordered from us and would like to exchange it for another, please return the item and place a new order.
What if the item arrives with damage?
We understand that it can be frustrating to receive a damaged product, and we want you to know that if this happens, we will be happy to offer you either a replacement or a refund.
Please inspect your purchase on delivery and contact the delivery partner immediately if there are any issues with the package. If you find that an item is damaged, please contact us with your order details and images or videos of the damaged item so that we can assess whether a replacement part or full refund is required. A restocking fee will not be applied.
Due to the nature of our return policy, we are unable to give refunds on items that have been damaged by normal wear and tear.
What if I received an item I did not order?
We strive to provide the highest level of customer service for every order. However, if we make a mistake, let us know and we will do our best to correct it in a timely manner.
Am I eligible for a full refund?
We will happily offer you a full refund if you are unhappy with the quality of your item. However, there are certain situations in which we are not able to refund your money but may instead offer you a partial refund.
We are unable to offer you a refund if the item is not in its original condition, has been damaged, or missing parts for reasons not due to our error.
When will I receive my refund?
A refund will be processed to the original payment method used when placing the order. It can take up to 14 days for the refund to be processed, and it can take your bank 1-30 days to action this payment.
Please note that bank and credit card company refund policies may vary. Please refer to their Ts&Cs for details.
Shipping costs / how much do returns cost?
You are responsible for paying the shipping costs to return your purchase. Home Garden Direct will work with you to choose a reputable shipping company, but if you organize a return through Home Garden Direct, we will deduct the cost of shipping from your refund.