RETURNS & EXCHANGES
We hope you’re happy with your Sky Garden purchase., but we understand that sometimes things are not right, and you may decide you want to return something. Please refer to the return policy presented on the Site for any return policy that applies to your purchase. In the absence of a Supplier/Manufacturer return policy, Sky Garden offers a standard 14-day returns and exchange policy for eligible products, which would be effective from the day your order is delivered, to give you complete peace of mind. Your right to withdrawal expires 14 days after the day on which you, or a third party indicated by you (other than a carrier) takes physical possession of the products.
- In the case of multiple products purchases on one order and delivered separately, the day on which you, or a third party indicated by you, takes physical possession of the last product
- In the case of a product consisting of multiple lots or pieces, the day on which you, or a third party indicated by you, takes possession of the last lot or piece;
When returning or exchanging an item, proof of purchase is required. Usually, we ask for the cardholder to be present, but if you are self-isolating, we will accept returns from someone else as long as they have the receipt.
Please note, items must:
- Be unused and in their original condition (including all packaging and tags intact)
- Have proof of purchase such as receipt or order confirmation. Without proof of purchase, we are unable to provide a refund or exchange. This does not affect your statutory consumer rights.
- There are some items that we can't return or exchange unless faulty. Read our returns policy to find out more.
Any right of return applicable to your purchase of products and services does not apply in the event you open the products, break the seal, and/or use the products. It’s worth noting that you don’t have any legal rights to return an item if it’s been damaged by wear and tear, an accident or misuse. You also don’t have legal rights to return an item if you knew about the fault before you bought it.
Unfortunately, we cannot offer returns or exchanges after the 14-day period. Orders placed for made to measure products may not be returned. You have no right of withdrawal where the contract involves the delivery of products that are made to your specifications or are clearly personalized and / or those products that are perishable.
The goods must also be returned by a reputable carrier to minimize the risk of damage or collected by ourselves as arranged.
While in your possession please keep any products you intend to return to us in good condition. You will be responsible if they are lost, damaged, or destroyed whilst they are in your possession as ownership of the goods and title passes to you on delivery.
Unless you have expressly agreed otherwise, we will refund your payment using the same method of
the payment you used in the original transaction.
If you have questions about your order, please contact us at firstname.lastname@example.org and we will direct your inquiry to the appropriate customer service team for your order.
For shoppers in England and Wales, there is an additional right that is applicable that all products you purchase from the Site must guarantee that the products conform to the contract. A product does not lack conformity if you were aware (should have been aware) of the lack of conformity at the time the contract was concluded. A product does not lack conformity if the lack of conformity is a result of materials supplied by you. If a product does not conform to the contract, you have the right to (1) ask us to bring the goods into conformity free of charge by either repairing or replacing the product; (2) a price reduction; or (3) rescind the contract with regards to any non-conforming products and services. You may not be entitled to repair or replacement if repair or replacement is impossible or the cost disproportionate to the cost of an alternative remedy. The following time period applies to your purchase – England, Wales, and Northern Ireland – you must exercise your rights within the 6-year limitation period.
HOW TO RETURN OR EXCHANGE AN UNWANTED ITEM
If you wish to return an item, then you’ll need to contact us to arrange a collection. Please email email@example.com with details of the item(s) you wish to return and your order reference number.
If the item is damaged, faulty or you are looking to exchange the item for something else then we will organise a collection, free of charge. Please be aware, if you’re returning an item to us because you have changed your mind, then a collection charge of £50 will apply for furniture items and £200 for Pergolas and Verandas. The cost of collection will be deducted from the total refund amount you receive.
Once we have collected your item, our returns team will inspect the goods. We allow up to 5 working days for our team to inspect returned items against our returns criteria; to check the goods are still in their original unused condition and packaging and there are no visible faults, damage or missing parts.
If a product is deemed unfit for return, Sky Garden will notify the customer that the return has been rejected and no refund will be issued to the customer. The customer can choose one of the following options:
The product will be shipped back to the customer at a shipping cost of £50; or
- The product will be recycled.
- If you do not select one of the above options within 14 days of Sky Garden informing you that your return has been rejected, the product will be recycled.
Once we have confirmed that the returned item meets our returns criteria our returns team will process a refund. Refunds are issued back to the original payment method used when the order was placed (i.e. credit card, debit card or PayPal). If you paid by credit or with debit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to
Please allow up to 5 to 8 working days for a refund to appear in your account.
If you have any concern about the condition of your goods before returning them to us, please contact us first to discuss this.
You may be granted a partial refund in the following circumstances:
- Returned item has been opened, unpackaged or tags and labels removed
- Returned item is not in its original condition, is damaged or is missing parts