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Return & Refund Policy

Thank you for shopping at Robinson Garden. If you are not entirely satisfied with your purchase, we’re here to help.

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (Unless the item wasn’t received packaged)

Several types of goods that are exempt from being returned. This includes Gift cards and made to Order or custom made products. To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (to the discretion of Robinson Garden employees):
•Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
•Any item that is returned more than 30 days after delivery

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 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, within 14 working days.

Late or missing refunds
If you haven’t 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 via our Contact Us page.

Sale items / vouchers

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. If you have purchased an item partly by a voucher/ e-voucher or coupon and you are applicable to return or refund your item, you will not be refunded the coupon value amount.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us via the Contact Us page. Once we have confirmed the exchange, send your item to: Riddleton End, Inghams Road, Tetney, Lincolnshire, DN36 5LW.

Shipping
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If the item to be returned is large, we can offer to pick up the item but all cost associated to this will be deducted from the refundable amount. Please contact us if you require this.

To return your product, you should post your product to: Riddleton End, Inghams Road, Tetney, Lincolnshire, DN36 5LW. If you don’t return the items to us, we have the right to charge you for the direct cost of recovery.

Cancellation
If you cancel prior to delivery you have the right to a full refund including any delivery charges you have been charged for in the order.

After you receive your items

If you wish to cancel your order, you can do so within 7 working days on which you receive your goods

How to cancel your order

To cancel your order, you must email us via the Contact Us page. We will not accept cancellations via phone. Once we have confirmed your cancellation we will process a refund in accordance to the returns and refund policy. If you have to ship the items back to us, conditions must be met in accordance to the refund and returns policy. We only accept returns, refunds and cancellations from the person who bought the item.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

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, within 14 working days.

Late or missing refunds

If you haven’t 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 our Contact Us page.

Faulty goods
If your goods are faulty, you have the right to a full refund or request a repair or replacement. This is not applicable if you purchased being made aware of the fault or the item was purposely or accidently damaged by yourself or anyone other than a Robinson Garden employee. Please contact us if you have a faulty product via email. Please ensure you provide proof of purchase.

Loss & damages, limitation of liability
Our terms and conditions set out the loss and damages and limitation of liability. We limit our liability to the cost of goods you purchased.

Methods of payment when customer is entitled to a refund

If you are entitled to a refund, you are entitled to the following method of payment:
• Paid by credit card? – A refund must be paid back to the credit card
• Paid by debit card / cheque? – You have the option to a refund by either debit card or cheque.

Please let us know about your desired method.

Duty of care of goods
It’s a statutory duty during the period of cancellation and return period to retain procession of goods and take reasonable care of them. When you return your items you must take reasonable care to ensure that we receive the goods and that the goods are not damaged in transit. If you don’t exercised reasonable care and goods are damaged, we have the right to claim against you for breach of duty.

Contact us
If you have any questions on how to return your items to us, contact us via our Contact Us page.

Our returns policy complies with various legislation regarding the sale of goods when applicable to Robinson Garden. This includes
• Consumer protection (distant selling) regulations
• Unfair contract terms act 1977
• Supply of goods & services act 1982
• Sale of Goods act 1979
• E-commerce regulations 2002

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