Returns Policy
Do you accept returns?
Yes we offer a 30 day returns policy
- All goods should be unopened, unused and in re-saleable condition.
- Returns are at the buyers’ expense (excluding damaged, faulty products or goods that are not as described).
- We will provide a prepaid label or arrange collection of faulty or defective goods.
- Goods that are found to be defective will be replaced or refunded in full.
For our full returns policy including your right to cancel, warranties and refunds please see our full Terms and Conditions.
My Order has arrived “not as described” or “damaged” how do I return it?
Don’t worry our team is here to help, just let us know what has happened and we will either ask you to return the goods (we will provide a pre-paid label) or we may arrange a collection from you (at our discretion) and either a refund or replacement will be made.
Under certain circumstances, we may ask you to dispose of the goods and a replacement will be dispatched right away.
My Order has developed a fault, it’s 6 months since the purchase, what happens now?
Don’t worry (except for services already provided and custom works) all goods are covered by our 12-month guarantee, so if your product develops a fault due to manufacturing or design error then we will replace, repair or refund the order accordingly.
I have a problem but I have lost my Receipt?
Again, don’t worry, we will have a copy of your order and delivery information on file so that we are able to help you quickly and easily, just contact us and we will locate your order details and then we will be ready to help.
Returns Policy
(full details in terms and condition):
10.1. If you exercise the right to cancel under clause 8.1 or a right to return the Product(s) in accordance with clause 9.4, in order to make the returns procedure as efficient as possible we advise you to follow the following procedure:
10.1.1. Please contact our customers services on 01303 766290 to obtain a returns authorisation number before sending the Product(s) back;
10.1.2. complete the return form provided with the original packing materials for the delivered Product(s);
10.1.3. secure the Product(s) and all of the original packing materials, including return form, packing slip, in a plainly wrapped cardboard box (the post office has these available if you do not);
10.1.4. clearly print your name and address on the outside of the package in the return area and mail the package to:
Pure Garden buildings,Unit M,
Forge Meadow, 9 Canterbury Road,
Hawkinge,
Kent, CT18 7JA
10.1.5. For your protection, we advise you to insure the package for the full amount of the invoice plus postal or shipping charges. For the avoidance of doubt, Pure Garden Buildings shall not be responsible for items lost or damaged whilst in transit.
Conditions of Return
10.1.6. Returns are simple, but are subject to certain rules:
(a) you shall be liable for the cost incurred in returning Products to us and we shall not be obliged to accept any Product returned if such costs have not been paid in full ;
(b) each item must be returned in the same condition as it was sent, unworn and undamaged. Damaged goods due to your negligence will not be accepted for refund;
10.2 Pure Garden Buildings will refund the full cost of the item. Refunds will be made in the same form as the original purchase.
10.3 All requests will be processed after we have inspected and verified the condition of the Products. Returns take approximately five business days to process upon receipt of the item.
Faulty, Damaged or Incorrect Goods:
10.4 In the unlikely event your order arrives: Damaged, Faulty or Incorrect, we will either provide a fully prepaid returns label and ask you to return the goods or arrange a collection of the order/part order as appropriate. These will then be replaced, repaired or refunded in full at our discretion.
10.5 Purchase is for the product only. Any packaging that may be present is not considered part of the contract of sale and is simply present for display and/or delivery purposes (Excludes Giftware where the packaging is an integral part of the product).