Refund and Returns Policy

If you have changed your mind:

If you have received an item that you no longer require, you can send it back to us at your cost. We must be informed within 14 days of your receipt of the order. Once we have received the item(s) back, we will inspect it to ensure that the item is not damaged and when we are happy that the product is re-saleable, we will issue a refund to the value of the product, less any collection fee. Please note that all products returned must be returned in their original packaging and unused.

If a collection by us is required for unused and undamaged goods, there will be a charge – this would be agreed upon between both parties, but the collection charge will be a minimum of £25 GBP for items up to 40kg and £200 GBP for items weighing over 40kg.

Damaged Goods

In the unlikely event you receive a damaged product(s), we must be informed within 48 hours of receipt of the goods. We always require photographic evidence to be provided via email to info@terrafirmalandscapes.co.uk.

We reserve the right to provide replacement parts(s) or, where this is not possible, a complete replacement for a damaged product.

Please note that a collection cannot be arranged without a customer's signature. This will be arranged at your convenience. You may, on occasion, be asked to dispose of the garden furniture.

Who pays for the return costs?

This depends on the reason for the return. If a product is incorrect, faulty or damaged, we will cover the costs of the return and the cost of delivering a replacement. If the product is unwanted, then we will not cover the cost of the return, and it is up to you to return the product to us in a re-saleable condition. Once we have received the unwanted item back, we will inspect the product to ensure it is not damaged and then issue a refund for the value of the product minus collection costs.

Which address should I use when returning an item?

Terra Firma Landscapes London Limited
The Garden Centre
Knollys Road
London
SW16 2JJ

When returning your product/s, please remember to enclose a copy of your order number and invoice. Failure to do so may delay your refund.

How long will my refund take?

A refund to your Credit / Debit card usually takes between 3 - 5 working days after the refund has been approved.