We want you to be confident when ordering from us. Please read the information below carefully before placing your order, as many of our products are made specifically for you.
1. Returns eligibility
We accept returns of new, unopened goods only, and all returns must be approved in writing in advance.
To request a return, please contact us with your order details. Returns sent without prior written approval will not be accepted.
2. Made-to-order products
Products that are made to order, including kitchen cabinets manufactured to your specifications, are non-returnable and non-refundable.
This does not affect your statutory rights in the event that goods are faulty or not as described.
3. Condition of returned items
Returned items must be:
- Unused
- Unopened
- In their original packaging
- In a brand new, resaleable condition
If goods are returned and do not meet this standard, they will be made available for collection by the original purchaser.
In certain circumstances, we may offer a partial refund based on the current market value of the goods. Any such offer will be confirmed in writing before processing.
4. Restocking fees
Approved returns may be subject to a restocking fee, depending on the product type and condition of the items returned. Any applicable fees will be communicated to you in writing as part of the return approval process.
5. Return delivery
All approved returns must be delivered to the following address:
Gardiner Distribution
8 Craft Workshops
Great Tong Farm
Ashford
TN27 9PP
Customers are responsible for return delivery costs unless otherwise agreed in writing.
6. Refunds
Once returned goods have been received and inspected, and provided they meet the required condition, any approved refund will be processed using the original payment method.
Please allow a reasonable period for inspection and processing.
Damaged or faulty goods
This policy does not affect your statutory rights under the Consumer Rights Act 2015.
If your goods arrive damaged, faulty, or not as described, please notify us within 48 hours of delivery and provide clear photographic evidence of the issue, including images of the packaging where relevant.
We may use third-party couriers to deliver your order. While responsibility for the goods remains with us until delivery, timely notification is essential to allow us to investigate, raise claims with the courier, and resolve the issue as quickly as possible.
Where goods are confirmed to be damaged or faulty, we will, in line with your statutory rights:
- arrange a repair or replacement, or
- offer a refund where appropriate.
We reserve the right to inspect or collect the goods before any refund or replacement is issued.
