Refund policy

Refund Policy

We offer a 30-day return policy, which means you have 30 days from the date of delivery to request a return.

To be eligible, your item must be in the same condition in which it was received—unused, unassembled, and in its original packaging. You’ll also need to provide proof of purchase, such as a receipt or order confirmation.

To initiate a return, please contact us at support@arborgardensolutions.co.uk. Returns must be sent to the following address:

Arbor Garden Solutions Ltd
Unit 11, Cattle Dyke
Wisbech, PE13 4NR

If your return is approved, we will send you a return shipping label (if applicable), along with confirmation and instructions on how to return the item. Please note: returns that are sent back without prior approval will not be accepted.

Important: For heavy and bulky items, a £50 per item return fee will apply, which covers the cost of collection, handling, and restocking. This amount will be deducted from your refund.

You can contact us at support@arborgardensolutions.co.uk with any return-related questions, or call us on 01945 410950 (Monday–Friday, 9:00 AM – 3:00 PM).

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is damaged, defective, or if you have received the wrong product. We will evaluate the issue and work to resolve it promptly.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Assembled or used items

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or made-to-order items (e.g., personalised sizes or finishes)

  • Personal care items (e.g., soaps, creams)

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

  • Sale items

If you are unsure about your item’s eligibility for return, please get in touch with us before making a return request.

Exchanges

If you’ve ordered the incorrect size, please contact us first at support@arborgardensolutions.co.uk before taking any action.

In most cases, we will ask you to place a new order for the correct size, and when the replacement item is delivered, our team will collect the original item at the same time. This approach helps to minimise additional delivery charges and streamline the process.

Important: This exchange arrangement must be approved by email in advance. Items returned without prior approval may not be accepted or collected.

Please get in touch with our support team to discuss the available options based on your specific order.

Refunds

We’ll notify you once we’ve received and inspected your return, and let you know whether the refund has been approved. If approved, a refund will be processed back to your original payment method within 10 business days. Please note that bank and card providers may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at support@arborgardensolutions.co.uk.