Refunds & Returns Policy

Refunds & Returns Policy

We want our customers to be fully informed before placing an order.

Standard (Non-Bespoke) Products

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods for a full refund, provided the item is unused and in its original condition.

To exercise your right to cancel, please contact us in writing at sales@frankhams.co.uk within 14 days of delivery.

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

Refunds will be processed within 14 days of receiving the returned goods and will be issued via the original payment method.

Bespoke & Made-to-Order Items

Bespoke, customised, or made-to-order garden buildings are manufactured specifically to customer specifications and are therefore exempt from the 14-day cancellation period under the Consumer Contracts Regulations 2013.

Orders for bespoke items may be cancelled prior to production commencing. Once production has begun, cancellations and refunds are not possible unless the item is faulty.

If you are unsure whether your item is classed as bespoke, please contact us before ordering.

Faulty or Damaged Goods

If your item arrives faulty or damaged, please contact us as soon as possible so we can resolve the issue promptly.

Nothing in this policy affects your statutory rights under UK consumer law.

For all returns or refund enquiries, please contact us at sales@frankhams.co.uk or call 01945 410 177.