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, Made to Order or custom made products. To complete your return, we require a receipt or proof of purchase.
Products that are categorised as made to order include Bird tables, Bird boxes, Wooden Obelisks, Dovecotes, Dog kennels, seated arbours, garden benches and planters.
A restocking charge of 30% on the total order value will be applied for items that are returned and are not defective.
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
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 the return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 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 form.
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.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a message via the contact form. Once we have confirmed the exchange, send your item to: Riddleton End, Inghams Road, Tetney, Lincolnshire, DN36 5LW.
If you are shipping an item to the value of £50 and over, 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.
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, this excludes made to order and custom made orders. For orders over the value of £250 we charge a 5% of the order value cancellation charge.
Cancellation of a Made to order product
If you wish to cancel a made to order product, you must do so within 2 working days of when the order is placed. Anytime after this period the acceptance of a cancellation is to the descretion of the Robinson Garden team. For orders over the value of £250 we charge a 5% of the order value cancellation charge.
How to cancel your order
To cancel your order, you must email us via the contact form. 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.
After you receive your items
If you wish to cancel your order, you can do so within 2 working days on which you receive your 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 accidentally 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 and photo evidence of the fault or damage.
Loss, damages and 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 the client is entitled to a refund
If you are entitled to a refund, you are entitled to the following method of payment:
- Paid by credit / debit card? – A refund must be paid back to that credit or debit card
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 exercise reasonable care and the goods are damaged, we have the right to claim against you for breach of duty.
Compliance of Regulation – Refund and Returns Policy
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
If you have any questions on how to return your items to us, contact us via the contact form.