Delivery, Cancellations & Returns
Shipments and returns
We will deliver them in accordance with your order usually within the stated delivery time. Standard parcels are delivered within 1-2 days in Republic of Ireland and Northern Ireland. Hamco and Heritage stoves are delivered within 2-3 days and Henley stoves are delivered within 4-5 days (subject to exceptional circumstances) within 30 days of accepting your order. In addition to your rights under clause 5, in the unlikely event that we do not make the goods available to you within 30 days of accepting your order you will have the option of cancelling your order by notifying us accordingly prior to delivery. Before placing your order, please refer to the delivery options set out on our website to ensure that we can deliver to your address. A valid signature will be required on collection or delivery. In the unlikely event that you have not received all the goods within the stated delivery time, you must notify us immediately. You must not schedule or commence any installation work until after you have received your order and checked all the goods for any defects or missing parts.
Items can only be delivered to the exterior of a ground floor location at the delivery address. You must therefore make your own arrangements at your own risk if the relevant item needs to be transported from the delivery location. We will not provide any unpacking, installation or fitting services upon delivery unless otherwise agreed by us.
You must do all that you reasonably can to enable delivery to take place at the given time and place. If you delay delivery, or delivery fails because you have not taken appropriate steps, we will try to arrange for an alternative delivery date within 30 days of the failed delivery. If delivery fails as a result of circumstances within your reasonable control, the cost of any re-delivery shall be borne by you. If we are unable to arrange a date for re-delivery we may cancel your order and refund to you the price that you have paid for the goods, less the failed delivery costs.
Without prejudice to Clause 3.3, upon delivery of the goods to you, the goods shall be at your risk. In spite of delivery having been made, ownership (also known as “title”) in the goods shall not pass to you until you have paid the price for the goods in full and no other sums whatsoever shall be due to us from you. Until title in the goods passes from us, you shall: (i) not be entitled to use the goods; (ii) safely hold the goods for us; (iii) return the goods to us immediately if we ask you to; and (iv) be liable to us for any loss, damage or destruction of the goods. In addition, until title in the goods passes from us to you, you shall store the goods at your own cost separately from all other goods in your possession and marked in such a way that they are clearly identified as our property.
Please note that we can ship products only to billing address. If you wish have delivery to a different address than one assigned to your card please contact us.
Please note that if you pick “Free in store collection” you must provide copy of your order and a valid ID. Only Passport and driving licence are accepted.
While we endeavour to hold sufficient stock to meet all orders, if we have insufficient stock to supply or deliver the goods ordered and paid for by you, we may, at our discretion, supply or deliver a substituted product or refund you the price paid for such goods as soon as possible and in any case within 14 days.
Cancellation & Returns
Our 14-day returns policy means that if for any reason you are unhappy with your online purchase, you can return goods in original condition within 14 days of the date you received goods, unused and in original packaging with contents in the condition they were delivered, along with a receipt of proof of purchase. We will issue a refund for the price you paid for the goods only excluding delivery costs incurred by the company.
Customers are responsible for returning goods and the costs associated in doing so back to Home & Garden Direct. Returned goods must be unmarked and free from blemishes of any kind, the total refundable amount is dependant on goods being returned to us in the same ‘good condition’ that they were received in (we would advise keeping all packaging if you are considering returning an item). We can collect items if you are unable to send them back to us (this is a chargeable service, and will be deducted from your refund) please speak to a member of our customer services team for more information on cancelling an order. Providing we have received the goods back in ‘good condition’ with a valid returns note, refunds will be issued within 30 days of the goods arriving with us.
If a customer contacts our company after the specified 7 days, Home & Garden Direct has the right assume that the order has progressed to completion. The customer will not have an automatic right to a refund.
If at any point the Customer wishes to cancel a Bespoke Order (i.e. Garden Shed(s) or any other Timber Garden Product(s), Printing Services, Modular Gala Tent(s), Gala Shade(s), Pagoda(s) or any other specialist manufactured goods), then the 30% deposit will be non refundable. If payment has been made in full then you will only be entitled to a 70% refund, as work will have already been carried out on your behalf. However we reserve the right to refuse your request for refund when full payments have been made when manufacturing bespoke work upon your instructions. If other payment terms have been agreed then you would still be liable to pay for the goods you have ordered in full if you decide to cancel and any stage of production, or a minimum of 30% of the cost of the total order would be mandatory.
In the event of a manufacturing fault claim you may be required to email or post photographic evidence to Customer Services. This will provide us with the details to make a commercial decision to either repair or replace the goods.
In a situation when we need to order specific goods to fulfil your order 50% of deposit is required. If you cancel your order after we received goods and have it ready for you to collect it we reserve right to restocking charge of 20%. We also reserve the right to refuse return request for all bespoke items build to order by our suppliers (non-standard products) in that case the full deposit will be held.
In Store collection
To collect order in our store we require you provide valid ID and copy of order.