Refunds & Returns

Complete information about returns, refunds, damaged goods, and missing items.

General Return Information

We will not accept returns or cancellations if the product have been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own. While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered and it is your responsibility to take reasonable care of these items. If products were delivered flat packed, they must be returned in the same way including complete dis-assembly. Care must be taken to ensure the returned products are packed well to avoid damage or loss of parts in transit, the products remain your responsibility until they are received by us in an undamaged condition. Your statutory rights are not affected.

If You Have Changed Your Mind

If you have received an item that you no longer require, you can send it back to us at your cost. We must be informed within 14 days of your receipt of the order. Once we have received the item back, we will inspect it to ensure that the item is not damaged and when we are happy that the product is re-saleable, we will issue a refund to the value of the product less the delivery fee. Please note that all products returned must be returned in their original packaging and be unused.

If a collection by us is required for unused and undamaged goods there will be a charge – this would be agreed between both parties but the collection charge will be a minimum of £25 GBP for items up to 40kg and £200 GBP for items weighing over 40kg.

Damaged Goods

In the unlikely event you receive a damaged product, we must be informed within 48 hours of receipt of the goods. We always require photographic evidence to be provided via email to sales@chilternoutdoorliving.co.uk.

We reserve the right to provide replacement parts or where this is not possible a complete replacement for a damaged product.

Please note that a collection cannot be arranged without a customer signature. This will be arranged at your convenience. You may, on occasion, be asked to dispose of the garden furniture.

Who Pays for the Return Costs?

This depends on the reason for the return. If a product is incorrect, faulty or damaged we will cover the costs of the return and the cost of delivering a replacement. If the product is unwanted, then we will not cover the cost of the return and it is up to you to return the product to us in re-saleable condition. Once we have received the unwanted item back, we will inspect the product to ensure it is not damaged and then issue a refund for the value of the product minus delivery/collection costs.

Other Returns

Damaged or Broken on Arrival (Cancelling the Order)

In all cases for damaged items or broken items on delivery where you wish to cancel the order and return the goods (damage must be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item you are returning. This will be at our discretion. Electronic files should be forwarded to us by email to sales@chilternoutdoorliving.co.uk and we will also accept printed media via the postal system. We will then collect the item from you if applicable, you will receive a full refund once the goods have been delivered to us and have been inspected. We cannot accept back for a full refund any item which has been assembled, incorrectly assembled causing a fault, accepted or used. Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves.

Damaged or Broken on Arrival (Replacement Parts or Item)

In all cases for damaged items or broken items on delivery where you wish to have a replacement or parts sent (damage to be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item. This will be at our discretion. Electronic files should be forwarded to us by email to sales@chilternoutdoorliving.co.uk and we will also accept printed media via the postal system. We can then arrange to send replacement parts or if this is not possible we can then arrange to collect the item from you. Once the goods have been returned we will then issue a replacement within our normal delivery schedule. Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves.

Damage Reported After 48 Hours of Delivery

We cannot accept any claims for damages after 48 hours.

Item Received is Not What You Ordered

If the product delivered is not what you ordered, or does not correspond fully with its item description and you wish to discuss this please notify us immediately on 01296 925 745 you may still need to email us if requested.

Item is Faulty on Delivery

If an item is faulty within the first 10 days, please do not use the goods, please notify us as soon as practicable on 01296 925 745 or email us at sales@chilternoutdoorliving.co.uk to inform us of the problem. We can then arrange for a replacement or refund as required. In both cases we will arrange to collect the goods at our expense and examine them. If the goods prove to be faulty, we can then arrange for a replacement to be sent or to refund you the cost of your purchase if you wish to cancel your order. If you require a refund and the goods are not faulty, we will refund you the purchase price to you less the cost of returning the goods to us.

Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent damage. The goods remain your responsibility until received in a satisfactory condition by ourselves.

If Item is Faulty After 10 Days

If the product becomes defective after 10 days it will be assumed that acceptance of the goods has taken place. Stop using the item immediately. Chiltern Living will, at our discretion, repair the product by the issuing of replacement parts, replace the product or refund you. You will not be charged for the cost of returning a defective product. We may, at our discretion charge for the return of a product which proves not to be faulty. This of course does not affect your statutory rights.

Packages/Parcels Missing on Delivery

The delivery notes which you sign will clearly state how many parcels should be delivered. If parcels are missing on delivery, please sign the delivery note and write on the delivery note how many parcels were actually received. Please notify us within 48 hrs (2 working days) of delivery on 01296 925 745 or drop an email to sales@chilternoutdoorliving.co.uk detailing the parcels missing. If we receive a signature on a delivery note stating that all parcels have been delivered, we cannot accept any claims after this for missing parcels.

Parts Missing Following Delivery

Please notify any missing parts following the inspection of the goods. Please notify us within 7 days of delivery on 01296 925 745 or drop an email to sales@chilternoutdoorliving.co.uk detailing the parts and giving part numbers if applicable. You may also send in photos or an illustration if this would help identify the missing part. On receipt of the information, we will arrange for the relevant part to be sent out to you. Please note that all parts must be checked before assembly to make sure they are all there, once assembly has been commenced the purchase price cannot be refunded. (Please note this is not to be confused with missing parcels as detailed above)