Refund policy

At Gardenou, we want you to be happy with your purchase. If for any reason your bird house is not right for you, we offer a straightforward return and refund process in line with the UK Consumer Contracts Regulations 2013.

1. Your Right to Cancel (Statutory 14-Day Window)

Under UK law, you have the right to cancel your order for any reason within 14 days of receiving your item — no explanation required. You then have a further 14 days to return the item to us.

During this 14-day statutory window, we will refund the cost of the item and the standard outbound shipping cost (£4.99), in line with UK consumer regulations.

2. Extended Return Window (Goodwill)

As a goodwill gesture, we extend the return window to 30 days from the date of delivery. Returns made between day 15 and day 30 are accepted at our discretion, provided the item meets the condition requirements below. For these goodwill returns, the original outbound shipping cost is non-refundable.

3. Condition of Items for Return

To qualify for a full refund, items must be returned in the following condition:

- Unused & Unmounted: For the health and safety of local wildlife, we cannot accept returns on bird houses that have been installed outdoors or show signs of use by birds.
- Original Packaging: Items must be returned in their original box and packaging. Because our bird houses feature delicate natural materials such as moss and driftwood, they must be packed securely to prevent damage during transit.
- New Condition: Items must be free from scratches, stains, or alterations.

4. How to Start a Return

- Email us at support@gardenou.com with your Order Number and the reason for the return.
- We will reply within 1 working day with a Return Authorisation and the confirmed return address.
- Post the item to:

Gardenou Returns
Unit 7, Thames-Side Studios
London, SE18 5AU
United Kingdom

Please do not send any item back without first receiving a Return Authorisation — unauthorised returns may be delayed or refused.

5. Return Shipping Costs

- Change of Mind (within 14-day statutory window): You are responsible for the return shipping cost using a carrier of your choice. The outbound £4.99 shipping will be refunded with the item cost.
- Change of Mind (within 15–30 day goodwill window): You are responsible for the return shipping cost. Outbound shipping is non-refundable.
- Damaged, Faulty, or Wrong Item: If your bird house arrives damaged, faulty, or is not what you ordered, please contact us within 7 days of delivery with photos. In these cases, we will provide a pre-paid return label or arrange collection at no cost to you, and refund both the item and all shipping costs.

6. Refund Processing & Timeline

- Inspection: Once we receive your return at our Thames-Side Studios, we will inspect it within 2 working days.
- Processing: Your refund will be processed within 5 working days of inspection.
- Bank Timing: It may take your bank a further 3–5 working days to show the credit on your statement after we process the refund.
- Refund Method: Refunds are issued to the original payment method used at checkout. If your original payment method is no longer active (e.g. a closed card), please let us know so we can arrange an alternative.
- Restocking Fees: We do not charge any restocking fees.

7. Non-Returnable Items

We cannot accept returns on:

- Items returned outside the 30-day window.
- Bird houses that have been used, weathered, or altered by the customer.
- Custom-made or personalised bird houses.
- Items returned without a prior Return Authorisation.

8. Wrong, Missing, or Damaged Items

If your order arrives with the wrong item, a missing item, or damaged contents, please contact us within 7 days of delivery with your Order Number and photos of the item and the outer packaging. We will arrange a replacement, refund, or exchange at no cost to you. See Section 5 for return shipping arrangements.

9. Cancellations Before Dispatch

You may cancel your order within 2 hours of being placed by emailing support@gardenou.com. After this window, your order has entered the handling phase, and you will need to follow the standard return process.

10. Contact Us

- Email: support@gardenou.com
- Phone: +44 7537 186631
- Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)
- Business Address: Unit 7, Thames-Side Studios, London, SE18 5AU, United Kingdom
- Operator: Gardenou is operated by Vumra Commerce Ltd, a company registered in England and Wales (Company No. 16707665).