Customers are responsible for the cost of returning item(s), and for your parcel until it arrives.
We have a 14 day returns policy from the receipt of your parcel by refund. Worn or used products will not be accepted.
With all returns, please include a completed returns form (including order number or billing postcode). This can be found on the back of your invoice.
Please wrap items appropriately for transit to avoid damage to goods or boxes. Please do not stick labels or tape directly to the products packaging as if tampered with in any way, we can no longer accept the return.
Please allow 3-5 working days once the goods have reached us, to give us time to process your returns. Any returns received after 28 days, can no longer be processed.
All refunds will be credited back to the original method of payment used to place the order. Credit/debit card transactions can take 3-5 working days to show up on your bank statement.
Please ensure your account details are current and up-to-date, as we may need to contact you regarding your return via email or telephone.
Returns for exchange can only be sent to the UK and Ireland.
Our returns policy will not affect the consumer’s statutory right to cancel or any other statutory rights.
If you have any further queries, please don’t hesitate to contact us.
High Garden Returns,
7 Prospect Way
Mon – Fri: 8.30am – 5pm
Sat/Sun/Bank Holidays – Closed
Items can be exchanged for any other product within the offer to an equal value. Items of a higher value will be charged the additional value, cheaper items will be refunded the difference as long as this does not effect the cheapest/free item.
In the event a refund is requested, due to the order no longer meeting the requirements of the promotion the cost of the free item will be deducted from the refund amount prior to the refund being issued, in the event the free product is returned no refund will be applied.
Shipping & Handling
Customers are accountable for return shipping charges. We suggest a recorded or signed for delivery service so the parcel is insured and can be tracked. Goods are the customer’s responsibility until they arrive. Our Royal Mail post is delivered every day (Monday – Friday). For these reasons, timed next day deliveries are unnecessary.
Conditions of returns
Please ensure all items returned are unused with all tags still attached. Any items returned in a non-sellable condition will not be accepted. Non-faulty items must be sent back in their original unused condition within 28 days of the invoice date. Once received, we will offer an exchange or a full refund if required. You will be required to pay postage when returning your exchange items to us. Faulty items are dealt with individually. Goods are guaranteed against manufacturing defects and all will have to be inspected and agreed by High Garden as faulty. Once we are satisfied the goods are faulty we will offer a free repair, replacement, exchange or refund.
If you believe your product is defective due to a manufacturing fault, please send it back along with the returns form explaining the defect. We will assess the product and then contact you; we may from time to time send the faulty item on to the supplier for a second opinion. Please inform us of the defect immediately and do not continue to use the item as this may affect the result of our assessment. If we deem your product faulty, we will refund your return postage. Our Royal Mail post is delivered every day (Monday – Friday) at approximately 10am. Timed next day deliveries are unnecessary. Because of this, we will not refund a timed delivery cost, only the next day delivery rate.
Our faulty returns policy covers your product for 6 months and each return will be dealt with individually.
Full details on how to cancel an order following the distance selling regulations please see our Terms and Conditions.