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Returns Policy

Keengardener Ltd offer replacement or refund on faulty goods within their respective guarantee period. Guarantee period is 1 year unless otherwise stated.

In accordance with your rights to a "cooling off period" under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134 you can cancel your order and return the goods at any time until 14 days after you receive the goods and we will refund any payment made by you to us for the goods. Any goods returned must be unused and in re-saleable condition.

If you want to cancel your order you must notify Keengardener before returning any items.

Please note that the right to return goods which are not faulty does not apply to any goods which have been made to your own specifications.

The cost of the return of any faulty goods will be borne by Keengardener. We shall be entitled to charge you for the costs of returning goods which are not faulty.

Following notification that you wish to return the goods in return for a refund as described above, any payment taken by us in respect of the goods will be reimbursed to you within 30 days.

Due to product development, actual models may occasionally vary slightly from the details on the website, but remember you may return anything within 14 working days of receipt of the goods, if you are not 100% satisfied. You must notify Keengardener before returning any items.

Your rights under this Returns Policy are without prejudice to any rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134.

Returns Questions answered

» In what time period can I advise you of problems with my order?
» I have a faulty item within the guarantee period?
» My order has arrived damaged?
» My order does not contain all of the items ordered?
» My order has not arrived?
» You have sent me an incorrect item?
» I have just received my order but no longer require it?
» I wish to cancel my order but have not yet received it?
» How long before a refund shows on my card?

In what time period can I advise you of problems with my order?

If an order has arrived damaged » within 14 days of receipt
If an order has a shortfall and you have not been notified of this » within 7 days of receipt
If an item has a fault during its guarantee period » any time during the guarantee period
If an incorrect item has been sent » within 7 days of receipt
If an order has not arrived » after 7 days of your order being placed
If you wish to return an unused item » within 7 days of receipt

I have a faulty item within the guarantee period?

If a product you have bought from us has developed a fault within its guarantee period, then you will need to advise us of this fault by using our online contact form, please ensure you have followed any troubleshooting steps in the products manual before notifying us of a fault. After being notified of a fault you will receive a reply from us within 48 hours (excluding weekends) with how to proceed. You may be required to provide a digital photograph illustrating the fault, please ensure you are able to do this before ordering.

If an item is faulty we will need to receive the faulty item back so that it can be tested by our team, if the item is under 3kg you will be required to post the item back to us via Royal Mail's lowest cost parcel rate and once the item has been tested (we endeavour to test items within 48 hours of receiving them excluding weekends) and found to be faulty a postage refund of Royal Mails lowest cost rate to you will then be processed and the item will be repaired or a replacement will be sent out to you depending upon the manufacturers recommendation. For items over 3kg we will provide instructions to send items back to us. Please note we are unable to send out replacements until we have received the faulty item and it has been tested by our team, please note if the item is found not to be faulty then the item will be returned at your cost. We always recommend that customers returning items keep proof of postage in case any items are lost in the post, if proof of postage is not provided then we are unable to claim off the insurance and we would be unable to process claims that were lost in the post.

My order has arrived damaged?

We very rarely have items damaged in transit, however should this occur then you need to notify us by using our online contact form within 14 days of receipt of the goods including any digital photographs showing the outer box which the goods arrived in and any visible damage which has incurred, please ensure you are able to provide these before ordering. Once you have notified us of a problem we will reply back to you within 48 hours (excluding weekends) outlining how we will resolve this problem quickly and efficiently for you. Please note that we must be notified within 14 days of you receiving the delivery of any damages, this is because insurance covering this eventuality is only valid for 14 days - we advise all of our customers to check items at the time of delivery if possible or as soon as possible within 14 days after delivery as unfortunately we are unable to process any claims after this time period. Ceramic grills must be fully inspected immediately on arrival and any damage must be notified on the couriers documentation, even if this means the courier is kept waiting.

My order does not contain all of the items ordered?

On occasion we may be unable to send all of your order together, if this is the case we will notify you of this and provide details of when you can expect to receive the rest of your order. This will be detailed either on your invoice which can be found in your parcel or in a document enclosed pocket on the outside of your parcel or via the email address you supply with your order. This can happen if part of your order is being delivered direct from the manufacturer, or if we find a fault or have a stock error, if you have not been notified of a shortfall then please contact us by using our online contact form within 7 days of receipt of your order. Typically the rest of your order will follow in the next couple of days, if after 7 days you still have not received the rest of your order and you have been notified that you should receive it before 7 days then please notify us by using our online contact form.

My order has not arrived?

Most of our orders are sent out on a next working day service if ordered before 2pm unless a longer delivery time is stated, however on occasions some orders may take longer to arrive more specifically items posted via Royal Mail. We are unable to be held responsible if an item has gone missing after the delivering company has followed specific instructions to leave your delivery in an unsecure location. If your order has not arrived and you entered a valid email address at the point of purchase and received your order confirmation from us then if your item has been sent via courier you will have been sent an email from our courier with tracking information, please check your tracking details on www.dpd.co.uk to find an update on your order, if your tracking information indicates a problem then please contact DPD directly to arrange redelivery. If you have not received tracking information then your order will have been sent via Royal Mail or will be getting delivered direct from the manufacturer, for items sent via Royal Mail please allow up to 14 days before reporting a delivery that has not arrived to us. If after 14 days your order has still not arrived and you have not been notified by us of a delay in despatching your order please contact us via our online contact form so that we can resolve this issue.

You have sent me an incorrect item?

If you believe that the item you have been sent is not the correct item which you ordered then please contact us immediately by using our online contact form within 7 days of receipt of your order, you may be required to provide a digital photograph.

I have just received my order but no longer require it?

If you wish to return your order then you must notify us within 14 days of receiving your order by using our online contact form. All items can be returned within this period providing the items have not been used in any way, is not damaged and is still in its original unopened packaging. Items which have been made to order or manufactured to your specifications are not covered by the cooling off period. You are responsible for the cost of returning your order if you no longer require it, we are able to collect your order for items under 30kg for £15.00 or you can return your items via a method of postage arranged by you to the address found at the bottom of this page; however please advise us of this before returning your item. If an item is heavier than 30kg then we would need to get a quote from our couriers for the cost of collecting from you. Once we receive your items back they will be checked over by our team and upon confirmation that your item has been returned and meets the conditions of your return then a refund will be processed within 30 days less any delivery charges paid if any. We always recommend that customers returning items keep proof of postage in case any items are lost in the post, if proof of postage is not provided then we are unable to claim off the insurance and we would be unable to process claims that were lost in the post.

I wish to cancel my order but have not yet received it?

If you wish to cancel an order for an item you have not yet received then please advise us of this as soon as possible via phone or by using our online contact form; contacting us by phone in this situation is recommended as items which have been despatched by us are treated as received unless deliveries which require a signature are refused, items that have been despatched which do not require a signature are classed as received at the point of despatch, for these items refer to the question above. We are unable to process a refund for items which have been despatched until the item has come back to us. We always recommend that customers returning items keep proof of postage in case any items are lost in the post, if proof of postage is not provided then we are unable to claim off the insurance and we would be unable to process claims that were lost in the post. Please note that orders placed for greenhouses and garden buildings can be subject to a cancellation fee by the manufacturer as these are made to order. Please note we reserve the right to cover our delivery charges for items cancelled after despatch and this will be deducted from your refund.

How long before a refund shows on my card?

All refunds can only be applied back onto the card that was used to purchase your order; refunds are processed once all of the criteria found on this page relating to the reason for a refund have been met. Please note from the point where a refund is processed by our team it can take up to 5 working days to show up on your bank account statement.