Returns & Refunds Policy

We want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and how we handle returns whether you buy from us in store, over the phone, or online. We will always work with you, and within the parameters of UK consumer law and the relevant rights that apply both to you and us.

1. Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law. You may have the right to a repair, replacement, or refund if your goods are reported faulty, not as described, or not fit for purpose within the valid time period.

2. Faulty & Damaged Items

If the goods you have received are faulty, please report this to us by email as soon as possible. Faults must be reported to us within 30 days of you receiving the goods. This email must include images and a brief description of the fault(s), your proof of purchase, and the date that you received the goods.

We will respond promptly, and work with you to resolve the issues as quickly and efficiently as possible. We may call or email you with further questions to obtain a better understanding of the faults, so that we can address them in the most direct way.

While you do hold the right to return any faulty and/or damaged item(s) within 30 days, our first approach is always to offer a replacement or repair (at no cost to you) as soon as possible so that you can enjoy and be satisfied with what you ordered.

3. Returning Goods Purchased Online or by Phone

Under the Consumer Contracts Regulations 2013, if you buy goods online or over the phone you have the right to cancel your order for any reason within 14 days from the day you receive the goods.

• You then have a further 14 days to return the goods to us.

• We will issue a full refund, including any delivery costs that were applicable, within 14 days of receiving the goods back (or proof of return).

• You are responsible for the cost of returning the goods unless they are faulty, damaged, or incorrect.

Exemptions

Certain goods are excluded from cancellation rights, including:

• Perishable items (e.g. food, flowers)

• Personalised or made-to-order items (including furniture for which fabrics have been chosen)

• Sealed goods (e.g. protective covers) if unsealed after delivery

4. Returning Goods Purchased In Store

If you purchased in store, you are entitled to a refund, repair or replacement if goods are faulty, misdescribed, or unfit for purpose.

• If goods are faulty within 30 days, you may be entitled to a full refund. The standard procedure is repair or replace at first.

• After 30 days, we may offer a repair or replacement in the first instance.

• If repair or replacement is not possible, you may be entitled to a refund or price reduction.

For non-faulty goods purchased in store, we are not legally required to offer a refund, but we may do so at our discretion (please contact us for details).

5. How to Return Items

To return an item, please contact us first at:
Welland Cane & Garden Furniture: Trading as Midlands Conservatory & Garden Furniture
Unit 1 Kingsley Business Park, New Road, Kibworth, Leicestershire, LE8 0LE
sales@midlands-cane-garden.co.uk | 0116 240 4649

You will need to provide images of the goods to ensure they are in a reasonable and resaleable condition. For non-faulty items; if the goods are shown to be damaged through personal misuse, accident or self-repair attempts, we have a right to refuse your return or deduct a relevant amount from your refund.

• Pack the item(s) securely in the original packaging, and include proof of purchase (receipt, order confirmation).

• For online/phone returns, please obtain proof of postage.

• For large items, we can organise a collection of your goods ourselves. The cost of this will be advised before you agree to proceed, and will be deducted from your refund.

6. Refunds

• Refunds will be made to your original payment method.

• Please allow up to 14 days for the refund to appear, depending on your payment provider.

7. Exchanges

Where possible, we are happy to exchange items of the same value (subject to stock availability), or offer a credit to spend with us to the same value.