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Refunds & Returns Policy (Brand: Gardenesque)

We want you to be absolutely satisfied with your purchase, however we do understand that sometimes unexpected situations occur. We are here to help!

 

If your return is within our policy below please contact us at orders@kleyo.co to arrange a return/refund/exchange.

Our standard returns policy is up to 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Because of the stress put on plants during travel, our live plants are non-returnable. If you have any concerns about your plant upon receipt, please contact us on orders@kleyo.co and we can advise further.

PLEASE NOTE - If you want to return your order and it isn't damaged or faulty we would ask that you send it back to us. We can of course arrange a collection for you but the cost of return would come out of the refunded total. Please see below for returns charges for non faulty items.

Boxes / Cartons - £6.50

Palletised Goods - starts from £29.99

Pre-constructed furniture - Up to £55 

Multi pallet delivery - Your collection fee is based on weight. This could be up to £100. We'd be happy to confirm how many pallets your order will be delivered on at orders@kleyo.co

These costs are in place to simply cover the cost of the return and you are more than welcome to arrange delivery of your order back yourself.

 

There are certain situations where only partial refunds are granted (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at orders@kleyo.co

 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at orders@kleyo.co and we will arrange a return for you

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

Shipping

To return your product, you should email orders@kleyo.co and we will help arrange a collection for you.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund and we have arranged the return, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned items

 

Terms of Returns

For our couriers to collect the items the must be dismantled if furniture and re boxed if its a pot or fire pit. Unfortunately our couriers will not collect assembled items

 

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FREE Standard Delivery when you spend £40+

All orders £40 or more are delivered free of charge with our Standard Shipping. Delivery usually takes between 2-4 business days.

For all orders under £40, we charge a shipping fee of £4.99.

There is a surcharge on orders shipped to UK Highlands & Islands. We reserve the right to apply an additional shipping cost to your order after you've completed your order.

Express next working day delivery 

Want your order quicker? Enjoy our new express delivery service and receive your items next working day when ordered by 1pm the previous working day. Express delivery costs £9.99.

Our Express delivery options are covered by our delivery guarantee, meaning if your order arrives later than the specified time working days, we'll refund you your delivery fee without hesitation.

The Couriers

We are proud to be working with the best couriers in the country. When it comes to fast delivery and customer service we can't be beat.

We use three carriers for delivery depending on the products being shipped. The majority of our orders are shipped via DPD on their premium service. Please leave a mobile number when placing your order so you are able to receive SMS updates. If your order is shipped with DPD you will receive a 1 hour time slot.

The other carriers we use are H&M Distribution and Tuffnells. This is normally for large products that come on a pallet.

Please note, our palletised delivery services are delivered kerbside. If you have a tarmacked driveway the driver will try to deliver the pallet as close to your door as possible, however if door access is gravelled or grass, it will be kerbside drop off. Please leave a valid contact number so our couriers can update you if they experience any delays or queries with your delivery.

If your order is delivered on a pallet the driver is not expected to take the pallet back with them.

SOME PRODUCTS WE SHIP ARE CONSIDERED FRAGILE GOODS, FOR THIS REASON WE ASK THAT YOU PLEASE INSPECT ORDERS UPON DELIVERY AND SIGN 'DAMAGED' OR REFUSE DELIVERY IF THE PRODUCT IS DAMAGED IN ANYWAY.

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