Returns Policy

Returns & Refund Policy

At OutGardenic, we want every customer to feel confident when shopping with us. If you are not fully satisfied with your order, please read our returns and refund policy below.

This policy applies to products purchased from OutGardenic Ltd through our website.

Interpretation and Definitions

For the purposes of this Returns & Refund Policy:

Company, we, us or our refers to OutGardenic Ltd, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom.

Goods refers to the products offered for sale on our website.

Order refers to a request made by you to purchase goods from us.

Website refers to www.outgardenic.uk
.

You refers to the individual using our website or purchasing goods from us.

Your Right to Cancel

You have the right to cancel your order within 14 days without giving a reason.

The cancellation period ends 14 days after the day you, or a third party appointed by you who is not the carrier, receives the goods.

If your order is delivered in multiple parts, the cancellation period ends 14 days after the day you receive the final part of your order.

To exercise your right to cancel, you must inform us by making a clear statement.

You can contact us by:

Email: support@outgardenic.uk

Phone / WhatsApp: 0333 242 5351
Contact page: Contact Us

Returning Goods After Cancellation

After telling us that you wish to cancel, you must return the goods within 14 days.

Goods must be returned in a suitable condition and packaged securely to prevent damage during return transport.

To be eligible for a return, please make sure that:

The goods were cancelled within the 14 day cancellation period
The goods are returned within 14 days after cancellation
The goods are unused
The goods are not damaged
The goods are returned with all parts, accessories and manuals where applicable
The goods are returned in the original packaging where possible

We may reduce your refund if the value of the goods has been reduced because they have been handled more than necessary.

Return Costs

If your item is faulty, damaged or not as described, we will arrange a suitable resolution and you will not be responsible for reasonable return collection costs.

If you are returning an item because you changed your mind, you are responsible for the cost and risk of returning the goods to us, unless we agree otherwise in writing.

Large, heavy or specialist items may require collection by a suitable carrier. Return costs for these items can be higher than standard parcel returns.

Please contact us before returning any item so we can provide the correct return address and instructions.

Do not send returns to our registered office address.

Non-Returnable Items

The following goods cannot usually be returned unless they are faulty, damaged or not as described:

Products made to your specifications
Personalised or bespoke products
Products that are not suitable for return due to their nature
Products that deteriorate rapidly
Products with hygiene or health protection seals that have been opened
Products that have been installed, used, modified or damaged after delivery
Products that have been mixed inseparably with other items after delivery

We reserve the right to refuse returns that do not meet the conditions in this policy.

Refunds

Once we receive the returned goods, or receive proof that you have sent them back, we will process your refund within 14 days.

Refunds will be made using the same payment method used for the original order, unless otherwise agreed.

Once a refund has been processed, it may take 3 to 5 working days to appear in your account, depending on your bank or payment provider.

For payment providers such as PayPal, Klarna, Clearpay or other third-party payment services, refund processing times may vary. Please allow up to 14 days for the refund to be processed and credited through the relevant payment provider.

Exchanges

We only replace items if they are damaged, defective or not as described.

If you wish to exchange a product for another item, the same return conditions apply.

Once the original product has been received and inspected, the replacement product will be arranged where available. If there is a price difference, we will confirm the adjustment before processing the exchange.

Damaged, Faulty or Defective Items

We understand how frustrating it can be to receive a damaged or defective item.

If your item arrives damaged, faulty or defective, please contact us as soon as possible and within 30 days of delivery.

To help us resolve the issue, we may ask for:

Your order number
Photos of the damage or defect
Photos of the packaging
A short description of the issue
Confirmation of any missing parts

Depending on the issue, we may offer a repair, replacement, refund, replacement part or another suitable solution.

In some cases, the original item may need to be returned before a replacement or refund can be completed.

Where appropriate, we may also work directly with the manufacturer or supplier to resolve the issue. If this happens, we will continue to monitor the case and support you until a suitable resolution is reached.

Manufacturer Warranty

Some products may include a manufacturer warranty.

If more than 30 days have passed since delivery and your product has an eligible manufacturer warranty or protection plan, please contact us and we will help guide you through the next steps.

Warranty terms may vary depending on the product, brand and supplier.

Gifts

If the goods were marked as a gift when purchased and shipped directly to you, we may issue a gift credit once the returned item has been received and approved.

If the goods were not marked as a gift, or the gift giver had the order shipped to themselves before giving it to you, the refund will be issued to the original purchaser.

Returning Goods

To start a return, please contact our customer service team first.

Email: support@outgardenic.uk

Phone / WhatsApp: 0333 242 5351
Contact page: Contact Us

Customer Service Opening Hours:
Monday - Friday: 9:00am - 5:00pm
Saturday - Sunday: Closed

Our team will guide you through the process and provide the correct return address.

We cannot be held responsible for goods damaged or lost during return transport. We recommend using an insured and trackable delivery service.

We are unable to issue a refund without receiving the goods back or receiving valid proof of return delivery.

We aim to respond within 24 hours during working days.

Please note: Our registered office address is for mailing and company correspondence only. Please do not send returns to this address. If your return is approved, we will provide the correct return address and instructions.