Refund policy
Before you order
Garden buildings are large, heavy and expensive to move. Returning one is not like returning a pair of shoes, and we'd rather you knew that now than find out later. Please check your measurements, your base and your access before you order. If you're unsure about any of it, message us — we'll check it with the manufacturer for free and it takes a day.
Cancelling before dispatch
If we haven't yet placed your order with the manufacturer, you can cancel free of charge and we refund you the same working day. Once the manufacturer has begun your build we'll still ask on your behalf, but we can't promise they'll agree.
Your 14-day right to change your mind
For most products you have the right to cancel within 14 days of the day your order is delivered, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To cancel you must tell us in writing within that period — by email to info@heavenlygardenstore.com or by WhatsApp to 0333 050 4282 — quoting your order number. You can use the cancellation form at the foot of this policy, but any clear written statement will do. Telling the delivery driver is not notice to us.
Once you have cancelled you must return the goods within 14 days. Goods that arrive back after that period may not be refunded.
Products this does not apply to
The 14-day right to change your mind does not apply to goods made to your own specification or clearly personalised. Where a product is built to dimensions, a layout or a finish that you have specified yourself rather than selected from our standard range, it is made for you alone, cannot be resold, and cannot be cancelled or returned once your order is confirmed with the manufacturer.
Any product this applies to says so clearly on its own product page, and you are asked to acknowledge it at checkout. If a product page does not say it, the 14-day right applies.
Your rights if a product arrives damaged, faulty or not as described are unaffected, on every product, bespoke or not.
The condition goods must come back in
You are entitled to examine your goods as you would in a shop. You may unwrap them, look at them, check the components against the parts list and satisfy yourself they are what you ordered. You are not entitled to use them, build them, or put them outside and see how they look.
Where handling goes beyond examination, we will reduce your refund by the amount of value lost. This is permitted under Regulation 34(9) of the 2013 Regulations. For flat-packed timber and metal buildings the loss is severe and immediate, because a building that has been started cannot be sold to anyone else.
How much we deduct
- Unopened, original packaging intact — full refund, less return carriage.
- Opened, examined, repacked, complete and undamaged — full refund, less return carriage.
- Original packaging destroyed or discarded — deduction of up to 50%. No manufacturer will re-stock an unpackaged building, and it has to be re-wrapped and re-palletised before it can travel at all. Read the warning below this list before you throw anything away.
- Any panel, component, fixing, fitting or instruction sheet missing — a building that is not complete cannot be sold to anybody. Refund reduced to nil.
- Any component cut, drilled, planed, screwed, nailed, painted, stained or treated — the goods have no resale value. Refund reduced to nil.
- Assembly started, completed, or attempted — including a single panel fixed to another, a frame stood up, or a base bolted down. The goods have no resale value. Refund reduced to nil.
A warning about packaging. Loose timber panels do not survive a pallet network. Goods returned without their original packaging almost always arrive back damaged — and goods lost or damaged on their way back to the manufacturer are your responsibility, not ours, and are not refunded. In practice that means an unpackaged return very often ends in no refund at all. If there is any chance you will send something back, keep the packaging until you have built it.
Put plainly: once you begin building it, it is yours. That is not a penalty we have invented — it is what the goods are worth once they have been started. We will photograph and document any deduction and send you the evidence before we process it.
You pay to send it back
If you change your mind, the cost of returning the goods is yours. For a garden building this is substantial — collection is by pallet network or by the manufacturer's own vehicle, and on larger buildings it can exceed £300.
We will obtain a written collection quote from the manufacturer and send it to you before anything is booked, so you can decide with the real number in front of you. You may arrange your own carrier if you can do it cheaper. The goods remain your responsibility until they reach the manufacturer, so use an insured service and keep proof of despatch. Goods lost or damaged on the way back are not refunded.
If goods are collected at our arrangement, the collection cost is deducted from your refund.
Damaged, faulty or incomplete — this is different
Everything above is about changing your mind. If something is actually wrong with the goods, it is our problem to fix and it costs you nothing.
- Transit damage or missing parts. Inspect your delivery before you begin assembly. Note any visible damage on the delivery paperwork while the driver is there, and tell us within 48 hours of delivery with photographs of the damage, the packaging and the delivery note. We arrange replacement parts with the manufacturer at no cost to you. Manufacturers operate short reporting windows and a late report can invalidate the claim entirely, so please do not leave it.
- Faulty within 30 days. Under the Consumer Rights Act 2015 you may reject the goods for a full refund, and we pay to collect them.
- Faulty between 30 days and 6 months. You are entitled to a repair or replacement. If neither resolves it, you may have a refund.
- Manufacturer guarantee. Many products carry a long guarantee against rot, corrosion or component failure — the product page states the term. A guarantee sits on top of your legal rights and never replaces them.
Timber is a natural material
This is the single most common reason a customer contacts us thinking something is wrong when it isn't. Timber is a living material and it behaves like one. None of the following is a fault, and none of it is covered by a guarantee:
- Colour and grain variation between boards, between panels, and against the photograph on the product page. No two pieces of timber are identical and no photograph can represent them all.
- Knots, including knots that loosen or fall out, and resin or sap bleed, which can continue for a year or more in warm weather.
- Movement — shrinkage, swelling, cupping and twisting as moisture content changes with the seasons. Boards will visibly shrink in summer and close up again in winter.
- Small gaps appearing between boards in dry weather, and splits and surface checks along the grain. These are normal in all outdoor timber.
- Doors and windows binding or sticking seasonally. Timber doors are not fitted to the tolerances of a house door and will need easing occasionally.
- Weathering to a silver-grey if the building is left untreated.
- Condensation inside the building. Garden buildings are not insulated or heated. Ventilate it and do not store damp items in it.
Treatment is your responsibility, and guarantees depend on it
Please read this before your building arrives, because getting it wrong voids your cover.
Dip-treated timber is not weatherproofed. Most sheds, summerhouses and cabins are supplied dip-treated, which is a factory base coat to protect the timber in storage and transit. It is not a finished, weather-resistant coating. It must be coated with a suitable exterior wood preservative as soon as the building is assembled, and then maintained at the interval the manufacturer specifies — usually annually. A building left to stand through a winter without being treated will deteriorate, and that deterioration is not covered.
Pressure-treated timber is protected against rot from the outset and does not normally need annual preservative, but it still needs a water-repellent finish to stay looking as it did when it arrived, and still needs ordinary maintenance.
Each product page and each manufacturer's instructions state what that product requires and how often. Where they differ from this page, follow the manufacturer's instructions — they are the ones honouring the guarantee.
Keep your evidence. If you ever need to claim, you will be asked to show the building was treated. Keep the receipt for the preservative and take a dated photograph after each coat. A claim without that is very difficult for us to win on your behalf.
Your base, and what it affects
A building must stand on a level, firm base covering its full footprint — concrete, paving slabs, or a properly supported timber frame. It is not optional and it is not something to improvise.
A building erected on an uneven, undersized or soft base will rack out of square. The usual symptoms are doors that will not close, gaps at the corners, and a roof that does not sit down properly. None of that is a manufacturing fault and none of it is covered. Nor is rot caused by a building sitting directly on soil, grass or standing water.
Roofing felt and other consumables
Standard mineral roofing felt is a consumable covering with a short service life, typically two to five years depending on exposure, and is not covered by the building guarantee. Upgrading to a heavy-duty felt, shingles or an EPDM membrane at the outset is the single best-value improvement you can make to a timber building.
What a guarantee does cover
So this section is not read as excluding everything: a manufacturer's guarantee covers genuine failures — rot penetrating through the thickness of the timber on a properly treated building, structural failure of a component, corrosion through a metal panel, and manufacturing defects. Those are real claims, we take them seriously, and we pursue them with the manufacturer on your behalf.
In every case you deal with us, not the manufacturer. You bought from us, so chasing them is our job.
How and when you get your money
- Cancelled before dispatch — same working day.
- Changed your mind after delivery — within 14 days of the goods reaching the manufacturer, or of you providing proof you have sent them, whichever is sooner.
- Faulty or damaged — within 14 days of us agreeing the refund. We do not wait for goods to travel back before paying you.
We refund to the original payment method. Where you change your mind, your refund includes the standard delivery charge you paid, but not the cost of returning the goods and not any element of an enhanced or expedited delivery you chose.
Your legal rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If any part of this policy gives you less than the law requires, the law applies.
Model cancellation form
You do not have to use this form, but you may. Complete it and email it to info@heavenlygardenstore.com.
To Heavenly Garden Store, MCLEAN ENTERPRISE LTD, 124 City Road, London, EC1V 2NX, info@heavenlygardenstore.com:
I hereby give notice that I cancel my contract of sale of the following goods: ______________
Ordered on / received on: ______________
Order number: ______________
Name of consumer: ______________
Address of consumer: ______________
Signature (only if this form is notified on paper): ______________
Date: ______________
Getting hold of us
WhatsApp 0333 050 4282 · Email info@heavenlygardenstore.com · Phone 0333 050 4282, Monday to Friday 10am to 4pm.
Company details
Heavenly Garden Store is a trading name of MCLEAN ENTERPRISE LTD
Registered in England and Wales, company number 13125475
Registered office: 124 City Road, London, EC1V 2NX
VAT registration number 494900954
Last updated 9 October 2026.