Before You Order
We endeavour to provide as much information as possible to ensure our customers know exactly what they’re ordering. You’ll find clear images, detailed measurements and full product descriptions on every product page.
If you need any extra information, our friendly customer service team is available:
- Phone or Live Chat: Monday–Friday, 9am–4.30pm
- Email: Anytime — we aim to respond within 1 business day
We're always here to help before you buy so you can feel confident in your choice.
Our Returns Policy
We hope you’ll be delighted with your purchase. If you do change your mind, this page explains how to return items bought online.
1. Change of Mind (Online or Telephone Orders Only)
If you decide an item isn’t right for you, you can tell us within 14 days of receiving your order that you’d like to return it.
Just contact us with your order number and a short message to let us know. Once you’ve told us, you then have a further 14 days to send the item back to us.
2. Returning Your Item
If you change your mind and return an item:
- Please return items in the best condition possible so they can be assessed and safely returned to stock. If an item is returned used, marked, or otherwise not in a condition that can be resold as new, we may make a fair deduction from your refund to reflect any loss in value.
- You are responsible for the cost of returning the item, unless it’s faulty.
- We recommend using a tracked service, as the item remains your responsibility until it reaches us.
3. Refunds
When we receive your return, we’ll check it over and process your refund. We will refund:
- The price you paid for the item
- The cost of our standard delivery if the whole order is returned
Partial returns
If you return only part of your order, the delivery charge is not refunded, as the delivery service was still provided.
Refunds are issued to your original payment method within 14 days of receiving your returned item.
4. Deductions for Handling Beyond “Normal Inspection”
You’re welcome to open the packaging and take a close look at the item, just as you would in a shop.
However, if the item has been used, tested outdoors, fitted, or handled beyond what’s needed to check its features, its value may be reduced. In these cases, we may make a fair deduction from your refund to reflect any loss in value.
To help make this clear, here are some examples:
Examples of acceptable handling (no deduction):
- Opening the packaging carefully
- Inspecting the item indoors
- Trying an item on indoors (for wearable products)
Examples of excessive handling (deduction likely):
- Using the item outdoors or exposing it to the weather
- Fitting an item permanently or installing it fully
- Returning an item that is dirty, marked, scratched, creased or noticeably used
- Strong odours present (e.g., smoke, pets, perfume)
- Returning the item without essential components, accessories, instructions or important packaging where this affects resale value
- Using the product for its intended purpose, even briefly, resulting in visible signs of use
If a deduction is needed, we’ll always be open and fair about it and explain the reason clearly.
5. Faulty or Damaged Items
If your item arrives faulty, damaged or not as described, please get in touch as soon as possible. In these cases:
- We will arrange a free return or replacement, and
- You will receive a full refund if you choose to return the item
Your statutory rights remain unaffected.
6. Purchases Made at Garden Shows, Markets or Pop-Up Stalls
Items purchased in person at Garden Shows, markets, fairs or pop-up stalls are treated the same as purchases made in a physical shop. This means:
- Change-of-mind returns are not offered for items purchased at events or markets
- This does not affect your rights if an item is faulty, damaged or not as described
- Faulty items will always be repaired, replaced or refunded in line with your statutory rights
You are, of course, welcome to contact us if you need help or advice.
7. How to Contact Us
If you’d like to cancel an order, start a return, or ask a question, please contact us:
- Phone: 01903 331221 (Monday–Friday, 9am–4.30pm)
- Email: contact@homeandgardenextras.com
We’re always happy to help.