Refund policy
Eden Grove Outdoor Living supplies and, where agreed, installs bespoke and made-to-order outdoor living products including pergolas, verandas, louvered and folding roofs, carports, glass sliding doors and related accessories. Because most of our products are custom-configured and manufactured to your specification, this policy explains your cancellation and refund rights clearly. It is designed to sit alongside your order confirmation and any separate terms of sale or installation agreement.
If anything here conflicts with the specific written contract for your order, the order contract takes precedence.
Made-to-order and bespoke products
Most Eden Grove products are made to your chosen specification (size, colour, configuration and finish). Under UK consumer law, goods that are made to a customer's specification or are clearly personalised are generally exempt from the standard cancellation right once we have begun manufacture or placed the order with our supplier.
This means:
- You may cancel a bespoke order free of charge before manufacture begins (see "Cancelling before work begins" below).
- Once manufacture or a special-order has begun, a bespoke order cannot usually be cancelled or returned except where the goods are faulty, damaged or not as described.
We will always tell you, in your order confirmation, the point at which your order becomes non-cancellable.
Deposits and payments
- Orders typically require a deposit of 10% to confirm and begin manufacture.
- Deposits are refundable as set out in your order confirmation. Where manufacture has begun, deposits may be retained to cover costs already incurred.
- The balance is due before installation.
Cancelling before work begins
If you wish to cancel before we have begun manufacturing your order or placed it with our supplier, please contact us as soon as possible at sales@edengroveoutdoorliving.co.uk. We will confirm whether manufacture has started and, if it has not, arrange a refund of any sums paid, subject to any reasonable administration costs already incurred as set out in your contract.
Your statutory cancellation rights (distance & off-premises sales)
Where your order was agreed at a distance (e.g. online or by phone) or away from our premises (e.g. at your home), you may have a 14-day cancellation right under the Consumer Contracts Regulations. Important: this right does not apply to goods made to your specification or clearly personalised. Standard, non-customised stock items (for example certain accessories) may still be returned within 14 days if unused and in their original condition.
If you ask us to begin a service (such as a site survey or installation) within the 14-day period, you may be required to pay for what has already been provided if you then cancel.
Faulty, damaged or incorrect items
Please inspect your order on delivery and contact us immediately, and in any case within 48 hours, if any item is faulty, damaged in transit, or not what you ordered. Send photographs where possible to sales@edengroveoutdoorliving.co.uk.
Where goods are confirmed faulty, damaged or incorrect, you are entitled to a repair, replacement or refund in line with your legal rights under the Consumer Rights Act 2015. We will cover the cost of putting it right in these cases.
Installations
Where Eden Grove provides installation:
- Any issues with the installation work should be reported within [INSERT PERIOD] of completion.
- We will return to inspect and remedy genuine installation defects at no cost to you.
- Our workmanship guarantee is [INSERT TERMS / DURATION], and product warranties are as provided by the manufacturer ([INSERT — e.g. Deponti / Eden Titan / Morvelle warranty details]).
Refunds
Where a refund is due (for example for a valid cancellation before manufacture, or for confirmed faulty goods), we will notify you once assessed and, if approved, refund you via your original payment method within [INSERT — e.g. 14] days. Please note it can take additional time for your bank or card provider to process the refund.
Returns address
Where a return of a physical item is agreed in advance, items should be sent to:
[INSERT RETURN ADDRESS]
Please do not send anything back without contacting us first and receiving confirmation — unauthorised returns cannot be accepted.
Contact
For any returns, cancellation or refund query, contact us at: