We stand behind the quality of every product we supply. However, we understand that circumstances can change.
This policy explains your rights and our procedures regarding returns, refunds, damages, and cancellations.
30-Day Returns
You may request a return within 30 days of receiving your order.
To begin a return, please email sales@gleaminggardens.co.uk with your order number. We will provide full return instructions.
Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.
To be eligible for a refund, items must:
- Be unused and uninstalled
- Be returned in resaleable condition
- Include all original packaging, components, and accessories
Items that show signs of installation, use, damage, or modification may not be eligible for refund.
We do not charge restocking fees.
Approved refunds are processed within 5 working days of inspection.
Damaged or Incorrect Items
Please inspect all goods upon delivery.
If visible damage is present, you must note this when signing for delivery or refuse the delivery where appropriate.
If damage is identified after accepting delivery, please photograph the packaging and affected items immediately and email the images to sales@gleaminggardens.co.uk on the day of delivery.
Where damage or fault is confirmed, we will arrange replacement or collection at no cost to you.
Please retain all packaging until the issue is resolved.
Damage resulting from installation, misuse, or general wear after delivery is not covered under this policy and may fall under manufacturer warranty terms.
Cancellations
If you wish to cancel an order, please contact us as soon as possible by phone at +44 203 098 6998 or email at sales@gleaminggardens.co.uk.
- Orders cancelled before dispatch will receive a full refund.
- Orders cancelled after dispatch will be treated under the 30-day returns policy and return shipping costs may apply.
Made-to-Order and Custom Products
Certain products are manufactured to your specific measurements, finish selections, or custom specifications.
Once production has commenced, these items cannot be cancelled or refunded unless they are faulty or not as described.
This includes, but is not limited to:
- Made-to-measure pergolas
- Custom glass rooms
- Special-order finishes or colours
- Products produced to non-standard dimensions
We strongly encourage customers to review all specifications carefully before confirming an order.
If an issue arises, we will always work constructively with you to find a reasonable solution wherever possible.
Additional Conditions
- Product-specific return conditions may apply and will be stated on individual product pages.
- Certified pre-owned or used items are not eligible for return unless faulty.
- Orders purchased for temporary commercial use, including exhibitions or trade shows, are not eligible for return.
If you have any questions regarding returns or eligibility, please contact our team for clarification before placing your order.