Refunds & Returns Policy

At Outdoor Eden, we want you to be happy with your purchase — but we also need to protect our small business from misuse. While issues are rare, this policy explains how we handle returns, what to do if something goes wrong, and which items are not eligible for return.

1. Change of Mind Returns

We accept returns within 14 days of delivery for items that meet the following conditions:

  • The item is unused and in brand-new, resalable condition
  • It is returned in its original packaging, including all parts, fixings, and instructions
  • You have contacted us in advance to request a return authorisation

Return postage is the customer’s responsibility for any return where the item is not damaged or faulty. We do not provide prepaid labels for change-of-mind returns.

If an item is returned to us used, assembled, damaged, or without original packaging, we reserve the right to refuse the return or offer only a partial refund based on the condition received. All returns are assessed at our discretion.

2. Damaged or Faulty Items

We take pride in offering high-quality garden products from trusted UK suppliers. While faults are rare, we understand that occasional issues can occur during manufacturing or delivery. In the unlikely event that your item arrives damaged or develops a fault within the first 30 days:

  • You must notify us by email within 48 hours of delivery
  • Please include clear photos of the issue, packaging, and product label (if applicable)
  • We will work with our supplier to offer a suitable resolution — typically a replacement part or full replacement

Please do not assemble any product that appears damaged or faulty. Assembling the item may void your right to claim a replacement or refund.

Refunds are only issued if a replacement is not possible and after our assessment confirms eligibility.

Any damage caused during self-assembly, incorrect installation, or misuse is not covered.

3. Items That Cannot Be Returned

  • Customised, made-to-order, or personalised items
  • Clearance or end-of-line products marked as non-returnable
  • Items that have been assembled, installed, or modified
  • Products returned without prior contact or authorisation

4. How to Request a Return

If you believe your item is eligible for return, please contact us first at:
📧 sales@outdooreden.co.uk

We’ll provide return instructions and let you know the return address for your item (as returns may go directly to the supplier, depending on the product).

Items returned without authorisation may be refused or returned to sender at your cost.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be issued to your original payment method
  • Refunds are usually processed within 5–10 working days after approval
  • If a return is incomplete, damaged, or fails inspection, only a partial refund may be given — or the item may be returned back to you

6. Cancellations

You may cancel your order at any time before it has been dispatched for a full refund. If the item has already been shipped, our normal returns process applies.

7. Questions?

If you have any questions about our refunds and returns policy, contact us at:
📧 sales@outdooreden.co.uk
📞 01449 537553

We’re happy to help — and grateful for your support of our small UK business.