Refund policy
Your Statutory Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of receiving your goods, for any reason. You then have a further 14 days to send them back. This right applies even if you have opened the packaging to inspect the goods.
Where you cancel under these Regulations we refund the price you paid plus the standard outbound delivery charge.
Returns
At FRESHGARDEN, we want you to be completely satisfied with your purchase. If you're not entirely happy with your order, we're here to help.
In addition to your statutory rights, you have 14 days from the date of delivery to return an item for a refund of the purchase price. To be eligible for this extended return, your item must be unused and in the same condition that you received it, and in the original packaging. These conditions apply to the voluntary window only — they do not limit your statutory rights above.
Return Process
To start a return, please email us at support@freshgarden.uk or contact our customer service team on +44 7259 235411. Please provide your order number and the reason for your return.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5 business days from the approval date.
Returns travel back to us with the prepaid return label included in your parcel, so there is no address to write out and nothing to pay. If your label is missing, email us and we will send a replacement label together with the correct returns address. Our registered office at Tilling Rd, Brent Cross is a correspondence address only and cannot accept returned parcels.
Late or Missing Refunds
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company — it may take some time before your refund is officially posted. Next, contact your bank; there is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at support@freshgarden.uk.
Exchanges
You can exchange an item within 14 days of delivery. Email support@freshgarden.uk with your order number and the item you would like instead, and we will confirm the difference in price either way.
Faulty, damaged or incorrect items are always replaced free of charge, regardless of this window.
Return Shipping
We cover the cost of return postage.
Return Label
Every delivery includes a prepaid return label. Attach it to the parcel and drop it off at any Royal Mail access point — there is nothing for you to pay. If the label is missing, email us and we will send one free of charge.
We do not charge a restocking or handling fee.
Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us immediately at support@freshgarden.uk with photos of the item. We will resolve the issue quickly, either by replacing the item or issuing a refund, at our cost.
Under the Consumer Rights Act 2015 you have a 30-day right to reject faulty goods for a full refund, and after 30 days a right to repair or replacement. All products sold by FRESHGARDEN are additionally covered by a 2 years warranty against defects.
Cancellations
Orders can be cancelled within 12 hours of placing the order. After this window, your order may have already been processed and prepared for shipping. To cancel an order, please email support@freshgarden.uk with your order number and a request for cancellation.
Non-Returnable Items
Certain types of item cannot be returned under the voluntary window, including:
Gift cards
Downloadable software products
Goods made to your specification or clearly personalised
Sealed goods unsuitable for return for health protection or hygiene reasons, once unsealed
These exclusions do not apply where an item is faulty, damaged, or not as described.
Contact Us
If you have any questions about our returns policy, please contact us:
Email: support@freshgarden.uk
Phone: +44 7259 235411
Address: Tilling Rd, Brent Cross, London NW2 1LZ, England, United Kingdom