Changed your mind? Here’s how it works.

Your legal right to cancel.

You have a legal right to cancel an order placed with us under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013, subject to the conditions below.

Cancelling a product order.

Your right to cancel begins from the date we send you your order confirmation. The cancellation period ends 14 calendar days after you take physical possession of the product following delivery.

However, your right to cancel does not apply in the following circumstances:

• Custom or personalised products — where the item has been made to your specification, or modified to your requirements (for example, cover lifters, handrails, or towel rails that require drilling or customisation).
• Installed products — where the product has been installed, either by you or by our team, to any extent, meaning it has become inseparable from your property.
• Used products — for hygiene reasons, we cannot accept returns or offer refunds on hot tubs or swim spas where the original packaging has been removed and/or the product has been used. This does not affect your statutory rights.

Cancelling installation services.

If you have ordered installation services, your right to cancel those services begins from the date of your order confirmation and ends 14 calendar days after that date.

If installation is completed during the cancellation period at your request, you lose your right to cancel the installation services.

If you cancel installation services but wish to keep the product, your product will instead be delivered as a kerbside delivery and your right to cancel the product itself remains unaffected.

How to cancel.

To cancel your order, please contact us in writing before the cancellation deadline:

Email: info@thegardenhub.co.uk

Please keep a copy of your cancellation notification. Your cancellation is effective from the date your written notification is sent.

Returning your product.

Unless otherwise agreed, if your product has already been delivered, you are responsible for returning it to us within 14 days of cancelling. All products must be returned in their original packaging. The cost of returning the product is your responsibility.

Refunds.

If your cancellation is valid, you will receive a full refund of the price paid for the product and any delivery charges, processed within 14 calendar days of us receiving the returned product (or evidence that it has been returned, if earlier).

We reserve the right to make a deduction from any refund where the value of a product has been reduced by unnecessary handling on your part.

Refunds will be issued via the same payment method used for the original purchase.

Deposits.

Deposits paid to secure your order are fully refundable within 14 calendar days of placing your order. After this point, deposits are non-refundable, as your product will have been reserved from the manufacturer on your behalf. This does not affect your statutory right to cancel as described above.

Damaged or faulty goods.

If your product arrives damaged or develops a fault covered by warranty, please contact us immediately in writing at info@thegardenhub.co.uk. Please do not report issues to the delivery team — all issues must be directed to us in writing so they can be handled properly.

Your rights in relation to faulty goods are protected under the Consumer Rights Act 2015. For independent advice, visit citizensadvice.org.uk.

Questions?

If you have any questions about returns or cancellations, please get in touch before placing your order — we would rather make sure you are completely happy with your decision than deal with a cancellation afterwards.