Refund policy
Returns, Cancellations and Refunds
Your rights to cancel are protected under the Consumer Contracts Regulations 2013.
If you buy standard stock items online or by telephone, you usually have 14 calendar days from the day you receive your goods to cancel your order. If you choose to cancel, you must notify us in writing within this period.
To receive a refund, returned goods must be sent back in their original condition and packaging unless they are faulty or not as described. Once returned items have been received, or you have provided evidence that they have been sent back, we will process your refund in line with consumer law.
Please note that some items, including bespoke or made-to-order products, may be exempt from standard cancellation rights. Where this applies, it will be clearly stated on the product page.
Off-the-Shelf Stock Items
If you purchase a standard stock item online or by telephone, you have the legal right to cancel your order under the Consumer Contracts Regulations 2013.
If the goods have already been dispatched, you must notify us in writing within 14 calendar days of receiving them. You then have a further 14 calendar days to return the goods to us.
Returned items must be:
- Unused
- In their original condition
- In re-saleable condition
- Returned with all original packaging where possible
You are responsible for returning the goods safely unless they are faulty or not as described. Return costs for unwanted items are your responsibility.
Once the goods have been received and inspected, we will issue a refund for the purchase price. If returned items show signs of use beyond what is reasonably necessary, we may apply a deduction in line with consumer law.
If you wish to cancel before delivery, please email hello@shackletonsonline.co.uk
Bespoke or Made-to-Order Items
Bespoke or made-to-order products are items made or customised specifically to your requirements. This can include sofas, upholstered furniture, or products clearly described as bespoke or made to order, including those with specific quoted lead times.
These items are exempt from standard cancellation rights under the Consumer Contracts Regulations 2013. This means they cannot usually be cancelled, returned or exchanged unless they are faulty or not as described.
Once an order for a bespoke item has been placed, it cannot usually be cancelled because production will have begun. In some cases, we may agree to accept a return at our discretion, but where this is agreed it may be subject to a 35% restocking fee.
Any refund agreed for bespoke goods will be made to the original payment method.
Damaged or Faulty Items
Please notify us in writing at customercare@shackletonsonline.co.uk and return the item within 30 days to receive a full refund. We will cover reasonable return delivery costs for faulty items or arrange collection. Items remain your responsibility until they are received at our warehouse, so please ensure they are kept safe and undamaged.
Where a product is confirmed as faulty, we will cover reasonable return delivery costs or arrange collection where appropriate. Until the goods are received back into our warehouse, they remain your responsibility, so please ensure they are stored safely and protected from further damage.
Many of our products are made using natural materials such as wood, slate, granite and marble. Natural variation in grain, texture, colour and finish is to be expected and is not considered a fault.
Refunds for faulty or accepted returned items will always be made to the original payment method. We are unable to issue refunds to alternative accounts. Your statutory rights are not affected.
Processing Your Refund
Once returned goods have been received, they will be inspected and processed as quickly as possible.
We aim to assess returns within 24 hours of receipt, although it may take up to 30 days for the refund to appear in your account, depending on your payment provider.
You will receive an automated email once your refund has been issued.
Returns Address
All returns should be sent to:
Shackletons Garden Centre Limited,
Clitheroe Road,
Chatburn, Clitheroe,
Lancashire,
BB7 4JY
Need Help With a Return
If you have any questions about returns, cancellations or faulty items, please contact our team on 01200 441230 or email hello@shackletonsonline.co.uk.