We will inspect everything carefully before it leaves us to make sure it's in tip-top condition. We will also package and protect everything so that it doesn't get damaged on its way. Please note - we are committed to minimize our environmental impact across our operations and use very limited or no packaging when delivering our goods.
If you do have a problem with a product you have received, here is what to do:
Contact our website team by email at [email protected] Please quote your order number and give brief details of the issue and preferred contact details. Alternatively, you may telephone 01945 410950 between 9am and 5:00pm, Monday to Friday.
You may also write to:
Arbor Garden Solutions Ltd
If you have been delivered something you hadn't ordered or any parts are missing from your delivered order, please contact us within 7 days informing us of the problem. You can return the incorrect goods within 28 working days unused in their original packaging and you will not be charged. If you are missing something, we’ll send you replacement parts as soon as possible. Usually, small parts get delivered in 1-2 working days while larger parts can take 3-7 working days to be delivered.
Damaged In Transit
If your purchase is damaged in transit, please contact us within 3 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.
Damaged or Defective Goods
If you receive a product that is defective, please contact us within 7 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging. If the product is covered by a manufacturer's warranty, please contact the manufacturer directly.
To cancel an order, please e-mail us at [email protected] with details of the order you are cancelling. A charge may be made if the cancellation is done after the order or a part of the order has been dispatched.
You can return anything you're not happy with within 14 days of receiving it provided you have contacted us within 7 days of receipt to advise of its return as long as it is unused and in the original packaging if applicable. We will not pay the costs of returning an item to us. In addition to this, certain products may incur a restocking charge. These charges will be deducted from the total refund due.
Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return things.
To get a full refund, simply return the item to us in its original condition, in its original packaging within 28 days of cancellation.
If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
More info about the EU Distance Selling Directive can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
Flat pack – Assembled
Please note all flat pack items that are assembled have been fully accepted by the customer and are not covered under our 7 day returns policy. Our carriers are not insured to carry such large items so we do advise to keep hold of the original packaging before commencing with assembly. It is the buyer’s responsibility to arrange collection of any assembled items that need inspecting, if we do find a fault at the time of despatch then all charges will be refunded to the customer. If the item(s) returned show signs of incorrect assembly which in turn caused the fault / damage then the item will be returned back to the customer and a return / exchange will be refused – all charges will be at the customer’s expense.
Consultations for bespoke pieces are free. Please note any quotes received are valid for 14 days from date of an issue due to the fluctuations in timber prices. We do reserve the right to change a quote within this time frame is there is a change in timber prices, but this is a rare occurrence.
Once an order for bespoke furniture has been placed and payment paid, we take this as acceptance of our terms and conditions on bespoke furniture. No major changes can be made once you have confirmed the design and once you have paid, and your order cannot be cancelled or refunded. Any changes made to an order after acceptance of specifications and payment may incur a charge. No refunds will be given on any bespoke piece of furniture at any time.
If you’d like to discuss the practicality and usability of your bespoke furniture idea before proceeding, we’re more than happy to help.