Returns and Refunds Policy

14-day returns

You have 14 days after receiving your item to notify us that you wish to return it. You must then send the item back within 14 days of notifying us.

If you change your mind, no longer need the item, find it unsuitable for your needs, or are unhappy with its quality without there being a fault, you are responsible for arranging the return and paying the return postage or collection costs.

Please return items in their original packaging, with any tags and accessories, wherever possible. You will also need a receipt or proof of purchase. You may inspect the item as you would in a shop. Where permitted by law, we may reduce your refund for loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

How to start a return

Contact us at sales@northpeakgardens.com within 14 days of delivery. Include your order number and details of the item you wish to return.

We will provide the return address and instructions so that you can arrange the return yourself. Please contact us before sending your item back to ensure it reaches the correct location.

We recommend using a tracked service and keeping proof of postage.

Damages and issues

Please inspect your order upon arrival and contact us as soon as possible if the item is defective, damaged, not as described or incorrect, so that we can assess the issue and make it right.

Where required by law, we will cover reasonable return costs for faulty, damaged, misdescribed or incorrect goods. Please contact us before arranging return transport.

The 14-day change-of-mind return period does not limit your statutory rights concerning these goods.

Exceptions and non-returnable items

Certain items are excluded from change-of-mind returns where permitted by law, including:

• Goods liable to deteriorate or expire rapidly, including certain plants, flowers and perishable products.

• Goods made to your specifications or clearly personalised.

• Sealed goods unsuitable for return for health or hygiene reasons once unsealed.

Gift cards are excluded from our voluntary returns arrangements, without affecting applicable statutory rights.

Hazardous materials, flammable liquids and gases require special transport arrangements. Please contact us before attempting to return these products.

Sale items have the same statutory return rights as full-price items. These exceptions do not affect your rights where goods are faulty, incorrect or not as described.

Exchanges

The fastest way to receive a different item is to return your existing item under this policy and place a separate order for the replacement.

UK and European Union 14-day cooling-off period

Where UK or EU distance-selling cancellation rights apply, you have 14 days after receiving your goods to notify us that you wish to cancel, without giving a reason. You then have a further 14 days to send the goods back.

The return costs, inspection conditions and lawful exceptions described above apply. Nothing in this policy restricts your statutory cancellation rights.

Refunds

We will notify you once we have received and inspected your return.

For eligible cancellations, we will refund the item’s purchase price and any standard outbound delivery charge required by law. Additional charges for premium delivery above the standard delivery cost are not refundable.

We will issue your refund without undue delay and within 14 calendar days of receiving the returned goods or evidence that you sent them back, whichever is earlier. For faulty goods and other statutory remedies, the applicable legal deadline will apply.

Refunds will be made to your original payment method unless otherwise agreed. Your bank or payment provider may take additional time to display the refund.

If you have any questions about a return or refund, please contact sales@northpeakgardens.com.

Nothing in this policy affects your statutory rights.