Returns & Refund Policy

Change or cancel an order

Prior to delivery
If you wish to change or cancel an order prior to delivery please contact our Customer Service team, unfortunately once an item has already left the warehouse you will have to follow the returns/refunds procedure as detailed below:

• By phone: on 01946 861420 any time between 9.00 am - 5.00 pm Monday to Friday
• By email at customerservices@birkettsonline.co.uk
  

After Delivery
If your products have already been delivered, then you will need to follow our returns procedure as per below.
Please have the order number as per the email confirmation and the date the order was placed.

Returns / Refunds procedure

If you wish to return your item purchased from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition and has not been used (except where item marked “non-returnable item”)

• Returns should be made within 14 days from delivery date in original, undamaged packaging.
• If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
• Unfortunately there is a surcharge for returned items of £19.95 which will be charged at the time of you contacting us to return the item as this is the costs which are incurred to ourselves Larger items can not be returned unless they are damaged or faulty and this is clearly stated as “non- returnable  item” on the item description
  

Please choose an option as detailed below

• Returns via courier collection. Please contact our customer services department by phone 01946 861420 or by email (customerservices@birkettsonline.co.uk) with the following information: order number, date ordered, the reason for the return and whether you want a refund or a replacement.
• We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return – and arrange to take the surcharge for returning items
• FREE Returns via our Retail Store. Simply take the despatch note and the product you wish to return or exchange to the counter in our retail store where a full refund will be given providing the item is not damaged and is in unused condition in the original packaging
  

Once we have received the item back in our store, we will refund the price of the item or exchange the product if requested. A refund of the delivery charge will be given in the instance of incorrect or damaged products

Procedure for Damaged / Faulty Goods

• Please report all signs of damages upon receipt of goods
• If your package looks like it has been tampered with or arrives damaged in any way please contact us immediately to discuss further (please ensure that you mark on the delivery ticket DAMAGED and if possible have the courier to sign on your delivery note that the item arrived damaged)
• Once you have contacted us we will discuss which method of transport we are going to use to collect and refund or collect and exchange depending on your preferred choice
• Once this has been agreed and the parcel is back in our store we will be happy to send out a replacement or offer you a refund
• Where the item is delivered via a 3rd party i.e.  a garden building we will have to liaise with our supplier for collection / replacements

Delivery

Returns & Refund Policy