Faulty, damaged or incorrect items

Tell us straight away

Check your planter over as soon as it arrives, before you fill it. If anything is damaged, faulty or not what you ordered, get in touch and we will put it right at our own cost.

What to send us

  1. Your order number.
  2. Photographs of the problem, plus the packaging if the damage happened in transit.
  3. A line or two describing what is wrong.

Photographs matter with bulky goods. They let us decide whether to send a replacement part, a whole replacement or arrange a collection, rather than asking you to wrap and post a 28 kg raised bed before anything can happen.

What we will do

Depending on what has gone wrong we will repair the item, replace it, or refund you. Where goods are faulty, damaged in transit or not as described, we cover the cost of the return or the collection. You will never be asked to pay carriage on an item that is not as it should be. Refunds are made to your original payment method within 14 days of us receiving the goods back, or within 14 days of you supplying proof that you have sent them, whichever is earlier.

Your rights

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

  • Within 30 days of delivery you have the short-term right to reject faulty goods for a full refund.
  • Up to six months you may ask for a repair or replacement; if that fails, you are entitled to a refund.
  • Up to six years (five in Scotland) you may still have a claim where goods have not lasted a reasonable time.

This sits alongside your legal rights and does not replace them.

What counts as normal, and what counts as a fault

Our planters are cut from natural timber. Variation in grain, colour and knot pattern, and some movement, small surface cracks or resin bleed as the wood seasons, are normal characteristics of the material rather than faults. Pressure-treated timber also weathers to a soft silver-grey over a season or two unless you treat it. None of that affects your rights if an item is genuinely defective — for example split or broken boards, missing or failed fixings, a torn liner, a frame that is out of square, or damage in transit.

Made-to-measure pieces

The 14-day change-of-mind cancellation right does not apply to items cut to your own specification. It makes no difference to your rights if a bespoke item arrives faulty or not as described: everything above applies in full.

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