Returns & After-Sales
A 14 day money-back guarantee, parts held in stock, and as much or as little involvement from us with your customer as you want.
Returns
Our money-back guarantee lasts 14 days. After 14 days we cannot offer a refund except where the item is faulty or has malfunctioned.
Returns are arranged with our couriers — contact us with the order number and a contact number and we will organise collection.
Once the return reaches us it is inspected, and you will get an email confirming we have it. Refunds go back to the original payment method. Banks usually take 5–7 working days to show it, though it is often quicker.
What cannot be refunded
- Items outside the 14 day window that are not faulty.
- Ex-display and excess stock items, where they have been clearly marked as such.
Faulty items
A fault is not limited to the 14 day window. Contact us and we will resolve it. To exchange a faulty item, email info@outdoor-living.co.uk.
Warranty
Our furniture carries a 12 month warranty from the date of delivery against manufacturing defects. It does not cover accidental damage, misuse, or normal weathering of a product left outdoors uncovered through a winter.
Missing or damaged parts
We keep parts in stock for the ranges we sell. A missing bolt, a cracked slat or a damaged cushion is usually a part in the post within a couple of days, rather than a whole set coming back. Send us the order number and a photograph and we will identify the part.
This is the single biggest difference between dropshipping with us and dropshipping with an importer who holds no spares: most problems with garden furniture are one component, and one component is a cheap fix for everybody.
How involved do you want us to be?
Some partners want to own every conversation with their customer and only use us for parts and collections. Others would rather we spoke to the customer directly to sort a problem out. Both are fine — tell us which you want on your account and we will stick to it. We can also integrate with your CRM where that is useful.
Getting hold of us
01744 811 388 or info@outdoor-living.co.uk, Monday to Friday, 09:00–17:00.