Refund Policy
Last updated: 23 July 2026
We want every SolidGardens purchase to feel right in your garden. If it doesn't, you can return it within 14 days of delivery under the conditions below. This policy sits alongside, and does not affect, your statutory rights as a UK consumer.
| Return window | 14 days from delivery |
| Free returns | Faulty, damaged or incorrect items |
| Refund timeline | 5–10 business days |
| Refund method | Original payment method |
From Request to Refund
Please do not return items without first requesting a return authorisation. Unannounced returns may be delayed or refused.
- Request return — email support@solidgardens.shop with your order number and reason for return within 14 days of delivery.
- Receive instructions — we reply within 24 business hours with a return authorisation and our UK return address, or for sheds, log stores and outdoor buildings, to arrange a courier collection.
- Return the item — pack small accessories securely and ship via a tracked service; for larger items, keep the item repacked and accessible for the agreed collection.
- Inspection — we inspect the item on arrival to confirm it meets the return conditions.
- Refund — approved refunds are issued to your original payment method within 5–10 business days.
What Qualifies for a Return
| Time frame | Return requested within 14 days of delivery |
| Condition | Unused, unassembled and in the same condition as delivered |
| Packaging | Original packaging with all protective materials, fittings and instructions |
| Proof of purchase | Order number or dispatch email supplied |
Not eligible: items that have been assembled, installed, modified or visibly used/weathered outdoors; items with missing parts or packaging; gift cards; made-to-order or bespoke items unless faulty; items returned more than 14 days after delivery without prior approval; items returned without a return authorisation.
Damaged, Defective or Incorrect Items
These are always resolved free of charge — you never pay to return an item that isn't as it should be.
- Damaged in transit — email us within 48 hours of delivery with your order number and clear photographs; we'll arrange a free replacement or full refund.
- Defective on arrival — contact us within 48 hours; we do not require you to return defective items at your own expense.
- Wrong item received — we'll arrange free collection and dispatch the correct item, or issue a full refund.
Who Pays for Return Shipping?
Return shipping is free where the return is due to a fault, damage in transit, an incorrect item, or a late delivery on our part. For change-of-mind returns, the cost of return shipping is the customer's responsibility — for small accessories we recommend a tracked service, and for sheds, log stores and outdoor buildings the customer arranges and pays for courier collection.
Need Help With a Return?
- Support email: support@solidgardens.shop
- Business hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT)
- Returns address: SolidGardens, 11 Garfield St, Kettering NN15 7HX, United Kingdom
Please request a return authorisation before shipping or arranging collection of any item.