Returns & Refunds

 

If you change your mind

All of our products come with at least a 14 day return period, starting from the day after the date of delivery, during which you can review your purchase. Returns during this period can be for any reason.

Most of our products include free return collection for any reason; however some require the customer to pay for return postage for a change of mind. Please check your specific product page for details.

Items can be considered for your review providing that they remain unused. As soon as you put the item to use however, the returns period is considered to have ended.

You must always notify us before returning any item.

If you decide to return your order, please email returns@patioeden.co.uk before the end of the return period. Include your full name, address, order number, the reason for return, telephone number and your purchase confirmation email.
Please note that we cannot refund the costs associated with not following our returns process.

To receive a full refund, it is important to return the item(s) in their original state. They must be in new condition, unworn or unused, with tags, original packaging and not damaged in any way. The customer must also ensure that the item(s) are sufficiently protected to avoid damage during return transit.

Providing your return meets the requirements above, refunds will be processed within 7 working days of receipt at the warehouse and made to the account with which you made your order.

 

Please do not send returns to our mailing address

We do not stock or handle any of our range here. The costs associated with sending returns here instead of using our returns service and process unfortunately cannot be refunded. Additional costs incurred by us will also be deducted from any refund due and the return and refund process will unfortunately be significantly delayed. Many thanks for your understanding.

 

If your order is delivered damaged or faulty

Please inspect the packaging of your order when it arrives, if you notice any damage you should make note of it when signing for delivery.

The order is the customer’s responsibility once it arrives at the address provided when making the order. Patio Eden cannot be held responsible if the package goes missing once delivered to the address.

If your order arrives damaged or faulty, please notify us by email including your full name, address, order number and include photographs and a description of the damage or fault to returns@patioeden.co.uk within 48 hours of delivery. We will contact you if we need any further information.

We will contact you to arrange a partial or complete replacement to be sent to you (depending on the damage or fault) and a free return of the defective or damaged item if applicable. A partial refund may also be offered as an option.

Returns for damaged or faulty items are free of charge if you use our returns procedure and specified courier. If you choose to return the item through another courier, we cannot refund the transportation costs. Costs associated with this may also be deducted from any refund due.

 

If you receive the incorrect item

In the unlikely event that you do not receive the item(s) that you ordered, please email us within 48 hours of delivery at returns@patioeden.co.uk. Please include your full name, address, order number, telephone number and a description with photos of what you received instead of your original order.

We will then arrange for the correct item(s) to be dispatched to you and a free return of the incorrect item(s), if applicable.

 

Warranty

Please see the individual product listing for details of the manufacturer’s warranty. 

 

Cancellation of your order before it arrives

If you wish to cancel your order before it has dispatched please let us know by emailing orders@patioeden.co.uk. Please provide your order number, full name and telephone number and purchase confirmation email.

Providing that the order has not been dispatched we will refund the account that you used to make your order.

If your order has already been dispatched, we will make arrangements for the return of your order in advance of its arrival at your delivery address.

If the specific item is listed as having a free return for any reason, the return will be free of charge. If this is not the case, you will be liable for the cost of return postage.

Please note that we cannot refund the costs associated with not following our returns process.

To receive a full refund, it is important to return the item(s) in their original state. They must be in new condition, unworn or unused, with tags, original packaging and not damaged in any way. The customer must also ensure that the item(s) are sufficiently protected to avoid damage during return transit.

Providing your return meets the requirements above, refunds will be processed within 7 working days of receipt at the warehouse and made to the account with which you made your order.

 

If your order never arrives

All of our orders are provided with full tracking information which is emailed to you upon dispatch. This means that the status of your order is easily accessible while in transit and also when it is successfully delivered by the courier.

Due to this there is very little chance that your order will not arrive without us knowing. However if this is the case please email us at orders@patioeden.co.uk in the first instance.

Please be aware that the order is the customer’s responsibility once it arrives at the address provided when making the order. Patio Eden cannot be held responsible if the package goes missing once delivered to the address.

 

Promotions and Offers

Any item that is offered as part of a promotion, including but not limited to promotions such as buy one get one free or a free gift when purchasing another item is considered part of a single order. 

When requesting a return, the terms above and elsewhere on this website apply to all products in the order.  All products in the order must be returned and meet the criteria for a refund as though they were a single item. Partial return or replacement cannot be offered.

 

 

If you have any questions or concerns regarding your order please email us at orders@patioeden.co.uk or use one of our other contact methods.