Refund policy

1. Our Commitment to Your Satisfaction

Every GARDENALIA piece is one of a kind — hand-forged from reclaimed iron by our artisans. Because each piece carries its own character and natural variation, we ask that you review our product descriptions, dimensions, and care guidance carefully before purchase. If something is not right when your order arrives, we are here to help.

2. Return Window

• You have 30 calendar days from the date of delivery to initiate a return.
• For customers in the EU and UK: you have 14 days from delivery to exercise your right of withdrawal under the Consumer Rights Directive / Consumer Rights Act 2015, with an additional period until 30 days to complete the return.
• Returns initiated after 30 days will not be accepted unless a defect or damage is covered under our warranty.

3. Return Eligibility Conditions

To be eligible for a return, your item must:

• Be in its original, unused, and undamaged condition
• Be returned in its original packaging (including any protective materials)
• Include the original invoice/packing slip, hang tags, and any accessories that were included
• Not have been installed, altered, painted over, or used outdoors beyond initial inspection

We cannot accept returns for items that:

• Show signs of outdoor weathering, use, or deliberate alteration
• Are missing original packaging, invoice, or accessories
• Are returned without a valid Return Authorisation number
• Were marked as Final Sale or Clearance at the time of purchase
• Are custom, personalised, engraved, or made-to-order items (see Section 7)
• Fall outside the 30-day window

4. How to Initiate a Return

1. Email [returns@gardenalia.com] within 30 days of delivery.
2. Include your order number, the item(s) you wish to return, and the reason for return.
3. We will respond within 2–3 business days with a Return Authorisation (RA) number and return address.
4. Pack the item securely in its original packaging, include the RA number clearly on the outside of the parcel.
5. Ship the item using a trackable courier service. We recommend insuring high-value items.
6. Once we receive and inspect the return (typically 3–5 business days after arrival), we will process your refund or exchange.

Important: Returns sent without a valid RA number or to an incorrect address may not be accepted and cannot be refunded. We do not accept walk-in returns at our facilities.

5. Return Shipping Costs

Scenario	Who Pays Return Shipping
Item arrived damaged or defective (our error)	GARDENALIA covers return shipping — we'll send a prepaid label where available
Wrong item sent (our error)	GARDENALIA covers return shipping
Change of mind return	Customer is responsible for return shipping cost
EU/UK statutory right of withdrawal (14-day cooling off)	Customer is responsible for return shipping cost unless we state otherwise
International returns (non-UK/EU)	Customer is responsible for return shipping cost and any customs duties on the return shipment

We recommend using a trackable service. We are not responsible for items lost or damaged in return transit if tracking is not provided.

6. Refunds

6.1 Refund Method

• Refunds are issued to the original payment method (credit/debit card, PayPal, etc.)
• If the original payment method is unavailable, we may offer store credit or a bank transfer as an alternative
• Store credit, if offered, does not expire and can be used across all GARDENALIA products
• Original shipping charges are non-refundable unless we made an error or the item was defective

6.2 Refund Timeline

Stage	Typical Timeline
Return delivery to our facility	3–10 business days depending on courier and origin country
Inspection and approval	3–5 business days after receipt
Refund initiation by GARDENALIA	Within 5 business days of approval
Credit appearing in your account	5–10 business days (depending on your bank or payment provider)

7. Custom, Personalised & Made-to-Order Items

Because personalised and custom items are made especially for you, we cannot accept returns or offer refunds on:

• Items engraved with a name, message, or personalised marking
• Made-to-order pieces created to your specific colour, size, or design instructions
• Items in a bespoke finish confirmed by you before production

Exception: if a custom item arrives damaged or materially different from what was agreed, please contact us immediately with photographic evidence and we will work with you to resolve it.

8. Damaged, Defective, or Incorrect Items

We pack every piece carefully to survive its journey. If your order arrives damaged, defective, or is the wrong item entirely, please:

1. Contact us at [returns@gardenalia.com] within 7 days of delivery.
2. Include your order number, a clear description of the issue, and — importantly — photographs of the damage, the packaging, the shipping label, and an unboxing video if possible.
3. Do not discard any packaging or protective materials until we have resolved your claim.

What we offer for verified damage claims:

• Priority replacement at no cost to you, shipped as quickly as possible
• Full refund to your original payment method if a replacement is unavailable
• Partial refund for minor cosmetic damage where you choose to keep the item

About Natural Variation — Not a Defect: GARDENALIA pieces are hand-forged and hand-painted from reclaimed iron. Slight variations in colour, texture, finish, hammer marks, and patina are inherent characteristics of the material and the handmade process — they are what make each piece truly one of a kind.

These natural variations are not defects and do not qualify for return or refund. If in doubt before purchasing, contact us at [hello@gardenalia.com] — we can share additional photos of the actual piece in stock.

9. Exchanges

• We offer exchanges where the requested replacement item is in stock
• Initiate an exchange request at [returns@gardenalia.com] — include your order number and the item you'd prefer
• Because many of our pieces are one of a kind, an exact exchange may not always be possible; we will offer the nearest available alternative or a refund
• The customer is responsible for return shipping costs in a change-of-mind exchange scenario

10. Cancellations

Scenario	Policy
Before dispatch	Contact us immediately at [hello@gardenalia.com]. We will do our best to cancel. Full refund if successful.
After dispatch	We cannot cancel once the item is in transit. The standard return process applies upon delivery.
Custom / made-to-order items	Cancellation may not be possible once production has begun. Contact us as soon as possible.
Business cancellations (fraud, stock error, pricing error, payment failure, customs restriction)	We reserve the right to cancel any order for these reasons. Full refund will be issued within 5 business days.
Pre-orders	Can be cancelled for a full refund at any time before the pre-order dispatch date.

11. Gift Returns

• If you received a GARDENALIA item as a gift, you are entitled to a store credit refund for the purchase value (proof of purchase required)
• The original purchaser will not be notified that a return was initiated
• Contact [returns@gardenalia.com] with the order number or gift receipt and we will assist you

12. Non-Returnable Items — Summary

Item Type	Return Accepted?
Standard products, unused, in original packaging, within 30 days	Yes
Custom / personalised / engraved items	No (except if defective)
Final Sale / Clearance items	No
Items showing signs of outdoor use or weathering	No
Items returned without RA number	No
Items returned after 30 days (unless warranty claim)	No
Items with missing packaging, tags, or invoice	No
Items damaged by customer misuse, incorrect installation, or improper care	No

Last updated: June 2026