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Refund / Returns Policy

Refunds and Returns 

Thank you for choosing Cotswold Garden Shade. If you are not entirely satisfied with your purchase, please review our refunds and return policy outlined below.

We operate on a 14-day return policy, allowing you to request a return within 14 days after receiving your item. Requests made beyond this timeframe will be denied.

The Exceptions to Returns 

For the goods to be eligible for a return, please make sure that: 

  • The item is in its original packaging. The original packaging must not be damaged in anyway. If the packaging is damaged a photo must be taken and sent to us immediately upon delivery. Photos after the delivery date cannot be used as evidence that the package arrived damaged. 
  • The item has not been adjusted / tampered with by either the buyer or a third-party source, (such as a third party installation team). 
  • The item has been sold directly through our website and not by a third-party supplier. 
  • If you are returning a pergola, you must ensure the pergola has not been constructed. 
  • The refund request has been sent within 14 days of receiving the product. 
     

We reserve the right to refuse returns of any pergolas that do not meet the above return conditions in our sole discretion. 

Damaged or Faulty Goods 

Please communicate with us if any of the goods you received are damaged. To do this either give us a call or drop us an email on our contact us page.  

Any damage must be reported within two days of delivery. Photos of the damage must be sent to us using our contact information available on our website. If you are using a third party installer the damage must be reported in the same time scales (within two days of delivery). If not reported in that time scale it will be assumed that damage was caused by the customer/ the third part installer. As a result, any replacement parts will be at the cost of the buyer. This includes the delivery costs.  

We do currently have a guarantee policy on our website. If you receive any parts / materials that have been damaged, we may be able to replace those items. Please head over to our guarantee page to read more. Cotswold Garden Shade is NOT liable to repair or replace any goods outside of the guarantee period.

In all cases damaged or broken goods will require photographic evidence of the condition of the item. The photos need to be sent to drew@cotswoldgardenshade.co.uk within two days of arrival.  Photos of damaged goods after 48 hours of delivery cannot be used as sufficient evidence that the goods arrived damaged. Any damaged goods will be the customers responsibility. 

Returning Unwanted Goods 

Any costs of a return are the responsibility of the buyer. Cotswold Garden Shade can arrange for the return, please contact us directly - Cotswold Garden Shade requires proof of delivery and a signature upon collecting the returned goods. If this does not occur a refund will not be granted.  

How long will a refund take? 

Once the goods have arrived at our warehouse it will take up to 5 working days to inspect the items for fault or damage. Once proven the goods are not damaged, we will process the refund immediately. The refund may take up to 5-10 days to be processed and shown in your account.  

Cancellation  

To get a cancellation the goods must not have been dispatched from our warehouse. If the products have been dispatched, you are able to refuse delivery of the goods. Or return the goods to us. Your order will not be deemed as cancelled until you have received notification from a Cotswold Garden Shade employee or representative.  

Request a return 

To request a return please contact drew@cotswoldgardenshade.co.uk. You will need your order number and you must read all the above requirements.  

Pre-Orders

Please contact us if you wish to cancel a pre-order. Please note a 10% charge will be taken off of your pre-order refund due to administration fees. You will receive a 90% refund total on your pre-order.

Definitions 

“You” - Means the individual using our service or buying our products. 

“We / Us / Our” - Is referring to Cotswold Garden Shade and its employees / representatives. 

“Goods” - The products that we provide on our website. A request by YOU to purchase goods from US.