Refund policy
RETURNS & EXCHANGES
Simple, hassle-free returns within 30 days, with clear options for exchanges, statutory cancellations and faulty items.
Standard Returns & Exchanges
Items may be returned under our extended 30-day returns policy within 30 days of receiving your order. Goods returned under this policy must be in a brand new, unused condition, complete with all original labels and packaging intact.
Original delivery charges are not normally refundable under our extended 30-day returns policy. This is separate from, and in addition to, your statutory cancellation rights, under which standard outbound delivery charges may also be refundable.
We offer two simple options for exchanges:
Option 1 — Fastest Exchange Option
Return your original item for a refund and place a new order directly through our website for the preferred size or colour. This is usually the quickest way to secure replacement stock availability.
Option 2 — Traditional Exchange
Return your original item to us for an exchange. To reserve your preferred replacement size or colour, please contact us before returning the item by email at
sales@allweathers.co.uk
or by telephone on 01268 293698. Once received, we will dispatch your replacement item free of additional standard delivery charges.
Please note: For change-of-mind exchanges and returns, the cost of returning the item to us is the responsibility of the customer. We strongly recommend obtaining proof of postage or using a tracked service. Outbound standard delivery on replacement items under Option 2 is covered by us. Different arrangements apply where goods are incorrect, damaged or faulty.
Please include a completed returns form with your package where possible. You can download and print a copy here: Download Blank Returns Form.
This returns form is provided to help us identify and process your return. It does not affect your statutory rights and is not required in order to exercise your legal right to cancel an online order.
Where to Send Your Return
Returns Department
Allweathers
Summerhill Garden Centre
Pipps Hill Road North
Billericay, Essex
CM11 2UJ
For change-of-mind returns, the cost of returning the item is the customer's responsibility. We strongly recommend obtaining proof of postage or using a tracked service. If an item is incorrect, damaged or faulty, please contact us before returning it so that we can advise you on the appropriate return arrangements.
Extended Christmas Returns
To give you extra peace of mind during the festive period, any purchases made between 1 November and 24 December qualify for our extended returns window. You can return these items for a refund of the item price or an exchange up to and including 31 January of the following year, subject to our standard unused condition rules. This extended returns policy is in addition to your statutory rights.
Incorrect, Damaged or Faulty Items
- Incorrect or Damaged Items Received: If we have inadvertently sent you the wrong item, or your item arrives damaged, please contact us as soon as possible by email at sales@allweathers.co.uk or call 01268 293698. We will advise you on the appropriate return arrangements and work with you to resolve the problem as quickly as possible.
- Faulty Items: If you believe your purchase has developed a fault, please contact our team as soon as possible so that we can assess the issue and advise you on the appropriate remedy. Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. Any manufacturer's warranty is provided in addition to, and does not replace, your statutory rights against us as the retailer.
Any items returned from outside the United Kingdom should be clearly identified as returned goods on the outer package and customs declaration. Where applicable, please mark postal returns "Returned goods — relief claimed" and provide a complete and accurate description of the goods, including their quantity and value, together with any other information required by the carrier or customs authority. Please contact us before returning goods from outside the UK so that we can advise you on the appropriate return method and documentation. Where customs duties, taxes or handling charges arise because appropriate return documentation has not been supplied, these costs may be deducted from your refund where permitted.
Cancelling or Amending an Order
Changing an Order
If you need to alter an order you have just placed, please contact us immediately by phone or email. While we will make every effort to modify your order before dispatch, we cannot guarantee that changes can be made once our warehouse team has processed and packed your shipment. In those circumstances, you will need to await delivery and follow the appropriate returns process.
Statutory Cancellation Rights for Online Orders
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have the legal right to cancel an online order without giving a reason.
For most orders for goods, you may cancel from the time the order is placed until the end of 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods. Where a single order is delivered in separate parcels or on different days, the cancellation period will normally run from the day after you receive the final item.
To exercise your right to cancel, you only need to inform us clearly of your decision before the cancellation period expires. You do not have to give a reason and you do not have to use any particular wording.
You can notify us by email at sales@allweathers.co.uk, by post to our address shown above, or by using our online Withdraw Contract form. You may also use the model cancellation form below, although use of the form is not compulsory.
(Complete and return this form only if you wish to cancel your contract)
To:
Allweathers
Summerhill Garden Centre
Pipps Hill Road North
Billericay, Essex
CM11 2UJ
Email: sales@allweathers.co.uk
I hereby give notice that I cancel my contract of sale for the following goods:
[ Insert details of goods ]
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is submitted on paper):
Date:
Returning Goods After Cancellation
If you exercise your statutory right to cancel after receiving the goods, you must return them to us without undue delay and no later than 14 days after the day on which you tell us that you are cancelling the contract.
You are entitled to handle and inspect the goods to establish their nature, characteristics and functioning in much the same way as you would reasonably be able to do in a shop. We may make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is reasonably necessary for this purpose.
Cancellation Refunds & Return Costs
If you cancel your entire order under your statutory cancellation rights, we will refund the price paid for the goods together with the cost of our least expensive standard delivery option available for that order. If you selected a more expensive premium or upgraded delivery service, any additional amount paid above the standard delivery cost is not refundable under the statutory cancellation right.
We will make the refund without undue delay and no later than 14 days after the day we receive the goods back, or, if earlier, 14 days after the day you provide evidence that you have sent the goods back. We may withhold the refund until the goods have been returned or until you provide evidence of return, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise. You will not incur a fee from us for receiving the refund.
For change-of-mind cancellations, the direct cost of returning the goods is the customer's responsibility. We strongly recommend obtaining proof of postage or using a tracked service. This does not apply where the goods are incorrect, damaged, faulty or otherwise do not conform to your statutory rights.
For oversized or exceptionally heavy parcels that cannot reasonably be returned using standard postal services, please contact us. Where available, we may be able to arrange collection using our courier service. This service generally costs no more than £15 per package, subject to a maximum package weight of 30kg. We will confirm any collection charge with you before arranging the collection.
Exceptions to the Statutory Right to Cancel
The statutory 14-day cancellation right does not apply to certain goods where an exemption under consumer law applies. This may include goods made to your specifications or clearly personalised, and sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken. These exceptions do not affect your rights where goods are faulty, damaged, incorrect or not as described.
Your Statutory Rights
Our 30-day returns policy and any extended seasonal returns arrangements are provided in addition to your statutory consumer rights. Nothing in this policy is intended to limit or exclude any rights you have under applicable UK consumer law.