Returns

Online Returns, Refunds & Exchanges Policy

RETURNS / EXCHANGES FOR FURNITURE, BBQ’S AND LARGE ITEMS

DAMAGED ITEMS – although we try to ensure our packaging protects your goods throughout their journey, there are rare occasions when items may become damaged in transit. We do ask that you check you have the correct items and look for signs of damage prior to signing for the goods. Please note any concerns on the delivery note before the driver leaves.

All collection costs will be met by Bourne Valley when an item is damaged or incorrectly delivered ONLY if this is noted on the delivery note at the time of delivery.

We reserve the right to offer replacement parts or to repair an item. Our policy is to firstly see if a replacement part is available, as this is the quickest way to resolve any issues, and we have found in most cases that it is more convenient for the customer.

 

FAULTY BBQ'S & ELECTRICALS – You have the right to a refund or replacement within 30 days if you find your item to be faulty. We reserve the right to offer replacement parts or to repair an item.
 

CHANGE OF HEART - If you simply change your mind about your items, then please contact our customer services team on 01932 342 013 or email us at [email protected] within 14 days of receipt to request a collection.

We will only accept returns that are unused, in the original packaging (unless we have taken it away for you) and in a re-saleable condition. We will have to charge you for collection. The collection costs are based on your postcode and will be advised by customer services.

 

RETURNS / EXCHANGES FOR SMALL PARCELS & GIFT CARDS PURCHASED ONLINE

(UK NATIONWIDE ONLY)

We use Royal Mail nationwide delivery for small parcels and gift vouchers.

DAMAGED & FAULTY ITEMS – We kindly ask that any defects or damages are reported within 48 hours, as this may allow us to resolve any issues more swiftly for you.

Should there be any visible faults/damages, please do not assemble or use the product, if you intend to return it, as this could be deemed as treating the product as your own and therefore accepting the product.

Please retain all original packaging as you may need to return the product in packaging to prevent further damage, if the product is to be returned for a replacement or refund.

We will require photographic evidence of the damage/defect before any replacement or collection can take place. This helps us to get a better understanding of the fault, for evidence which can be supplied to the supplier or manufacturer and to help us identify which replacement part is needed.

We reserve the right to offer replacement parts or to repair an item. Our policy is to firstly see if a replacement part is available, as this is the quickest way to resolve any issues, and we have found in most cases that it is more convenient for the customer.

 

If you return a defective, damaged or incorrect item for a refund, you’ll be refunded for the original postage cost (if the defective product constitutes the entire order), the cost of the item and we will cover the returns postage. We will arrange for the safe return of the item and do not recommend that you make your own arrangements for returning faulty goods. If you make your own arrangements, the cost and method of the return should be agreed with us in advance.

 

CHANGE OF HEART – We want you to be happy with your order, however if you would like to return unwanted items, you may notify us within 14 days of delivery to arrange this. Please email your refund request to [email protected] and include your order number in the email. You can also request a refund by visiting us in-store.

 

We will only accept returns of this kind that are unused and in the original packaging. The returns must be arranged and paid for but the customer. We recommend you obtain a certificate of postage and use Royal Mail Signed For Delivery. Customers are responsible for the goods until safely delivered back to us.

 

Our Returns address is:

Bourne Valley Garden Centre,

Woodham Park Road,

Woodham, Addlestone,

Surrey

KT15 3TH
 

 

In-store Returns, Refunds & Exchanges Policy

FAULTY ITEMS - A valid receipt must be presented within 30 days of purchase for a product return or exchange to be considered for faulty items.
 

CHANGE OF HEART - If you simply change your mind about your purchased item(s), then please visit us in-store within 14 days of receipt for a full refund or exchange.

We will only accept returns that are unused, in the original packaging and in a re-saleable condition.

 

PROCESSING REFUNDS - Once goods have been returned refunds will be given via the original method of payment and at the same price as the original sale (including any discounts/special offer reductions). Refunds will be processed within 5 working days.