Refund policy

Returns & Refund Policy

Effective: 02/06/2025

We want you to be happy with your purchase. Please read our returns policy carefully, especially if you're ordering custom or made-to-order products.

Standard Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition that you received it — unused, uninstalled, with original packaging.
  • You must provide proof of purchase (such as your order number or receipt).

To start a return, please contact us at hello@gardenedgingonline.com. Do not return any items without contacting us first — we will provide the return address.

Once your return is accepted, you will be required to pay the shipping.

Custom and Made-to-Order Items

Custom-made and made-to-order products are non-refundable and cannot be returned.

This includes items such as:

  • Bespoke fabricated steel parts
  • Products cut, welded, or produced to your specific dimensions or design
  • Any item with a stated lead time or made upon order

We manufacture these items specifically for each customer, and they cannot be resold. Therefore, returns, exchanges, and cancellations are not possible once production has begun.

By placing an order for any made-to-order item, you agree to:

  • The stated lead time provided on the product page
  • The non-returnable, non-refundable nature of these items

If you are unsure whether your item is classed as made-to-order, please contact us before purchasing.

Damages and Issues

Please inspect your order upon delivery. Contact us immediately at hello@gardenedgingonline.com if:

  • Your item is damaged
  • You receive the wrong item
  • There is a manufacturing fault

We will evaluate the issue and aim to resolve it quickly.

Exchanges

If you need a different item, we recommend placing a new order after your return is accepted (if applicable), as this will be the fastest way to get what you need.

European Union 14-Day Cooling-Off Period

If your order is shipped to the EU, you have the right to cancel your purchase within 14 days unless it is for a custom-made product.

As per EU consumer law (Directive 2011/83/EU, Article 16(c)), the 14-day cooling-off period does not apply to made-to-order or personalised goods.

Refunds

Once we receive and inspect your return, we’ll notify you whether your refund has been approved.

  • If approved, your refund will be issued to your original payment method within 10 business days.
  • Please allow time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at hello@gardenedgingonline.com.