At Decor In Garden Store, we take pride in the quality of our garden furniture and décor. We want you to be completely delighted with your purchase, whether it’s a serene Arbour for your patio, a vibrant Ceramic pot, or a practical set of Children’s Tools. However, we understand that sometimes an item may not be quite right.

Our Returns & Exchanges policy is designed to be straightforward and fair, reflecting our commitment to your satisfaction and our passion for gardening and outdoor living.

Our Policy

We offer a 15-day return or exchange policy from the date you receive your item(s). To be eligible for a return or exchange, your item must be:

  • In its original, unused, and unassembled condition.
  • In the original packaging, with all tags and labels attached.
  • Accompanied by your original order confirmation or proof of purchase.

How to Initiate a Return or Exchange

Follow these simple steps to start your return or exchange process:

  1. Contact Us: Within 15 days of receiving your order, please email our customer care team at [email protected]. Use the template provided below to ensure we have all the information we need to help you quickly.
  2. Wait for Instructions: We will respond within 2 business days with a Returns Authorisation Number and specific instructions on where to send your item. Please do not ship your return without this number.
  3. Ship the Item: Carefully pack the item in its original packaging and ship it to the address we provide. We recommend using a tracked shipping service for your protection. Please note that original shipping costs are non-refundable, and you are responsible for the cost of return shipping unless the item is faulty or incorrect.
  4. Processing: Once we receive and inspect the returned item, we will process your refund or dispatch your exchange within 5 business days.

Refund Timelines & Methods

Your refund will be processed back to your original method of payment (Visa, MasterCard, JCB, or PayPal).

  • Credit/Debit Card Payments: Refunds may take 5-10 business days to appear on your statement after processing.
  • PayPal Payments: Refunds are typically reflected in your PayPal account within 3-5 business days.

Please allow this additional time for your bank or payment provider to complete the transaction.

Non-Returnable Items

To ensure the health, safety, and hygiene of all our customers, the following items are non-returnable unless they arrive faulty or damaged:

  • Compost and Soil Improvers (for obvious hygiene reasons)
    • Footwear (for hygiene reasons)
  • Faux Decor items that have been displayed or used (due to their susceptibility to dust and wear).
  • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.

If you receive a damaged or faulty item from these categories, please contact us immediately at [email protected] with photos of the damage, and we will resolve it for you.

Faulty or Incorrect Items? If your item arrives damaged, defective, or if we sent you the wrong product, please contact us right away. We will cover the cost of return shipping and swiftly send a replacement or issue a full refund.

Returns & Exchanges Request Template

To expedite your request, please copy and paste the template below into an email and send it to [email protected].

Subject: Returns & Exchanges Request – Order #[Your Order Number] Dear Decor In Garden Store Team, I would like to request a [return / exchange] for an item from my recent order. Order Number: [Please insert your order number] Date of Order: [Date] Product Name: [e.g., ‘Willow Bistro Set’, ‘Stone-effect Border Edging’] Reason for Return/Exchange: [Please provide a brief reason] I confirm that the item is unused and in its original packaging. Please advise on the next steps. Kind regards, [Your Full Name] [Your Phone Number (optional)]

Questions?

We’re here to help! If you have any questions about returning an item to our store, please don’t hesitate to contact our friendly team at [email protected].

Thank you for bringing the beauty of nature home with Decor In Garden Store.

The Team at Decor In Garden Store