Refund policy

Our returns policy

Our return terms depend on who makes your item. Each supplier's terms are set out below. Whatever you buy, you have at least 14 days from delivery to cancel an online order, and none of this affects your statutory rights.

To start a return, contact us at help@norvengardens.com. Please don't send anything back without contacting us first, as items returned without agreement can't be accepted.

Smaller items sent by courier

To be eligible for a return, your item must be unused and in the same condition you received it, in its original packaging, with proof of purchase. Once your return is accepted, we'll send you the return address and instructions.

Returns for Aosom / Outsunny products

You have 30 days from delivery to return Aosom items, unused and in their original packaging. If your item arrives damaged, defective or with parts missing, please contact us at help@norvengardens.com within 7 days of delivery with photos or video of the issue. We'll arrange a replacement, replacement parts or a full refund at no extra cost to you.

For change-of-mind returns (not faulty or damaged), you're responsible for the cost of returning the item. If you cancel within 14 days of delivery, we'll refund the item price and the standard delivery charge you paid. After 14 days, a 10% handling fee based on the product cost will be deducted, and the original delivery charge is non-refundable. Refunds for Aosom items are processed within 7–14 business days of the return being received and inspected.

Mercia Garden Products (greenhouses, sheds & log cabins)

Changed your mind before your order has arrived? You can cancel free of charge at any point up to delivery. Just email us at help@norvengardens.com as early as you can, so we have the best chance of pulling it from the delivery run in time.

Once your Mercia item has been delivered, you have 14 days to return it for any reason, including a change of mind, and there is no return or restocking fee. To qualify, the item must be within the 14-day window, not assembled, and not painted or otherwise altered. Once you apply paint, this is treated as accepting the product and it can no longer be returned. Flat-packed items must be returned complete, disassembled and in the condition they arrived in. Return haulage costs may apply and will be confirmed with you before any collection is arranged.

Once your item has been collected and received back by Mercia, it typically takes 1–7 working days for our refund from Mercia to come through, and we'll pass this on to you straight away.

Norven Garden Buildings – sheds, potting sheds, log cabins, garden offices & log stores (made to order)

Our Norven garden buildings are made to order for you by our Yorkshire manufacturing partner.

Before delivery: you can cancel your order at any time before it is delivered. Please email help@norvengardens.com as early as you can, ideally before your delivery date is confirmed, as that is when your building goes into production.

After delivery (your 14-day right to cancel): you have 14 days from the day your building is delivered to tell us you want to cancel, for any reason including a change of mind, and a further 14 days after that to have it ready for collection. Please keep the building unassembled, untreated and unpainted, with all panels and parts, in the condition it arrived. If the building has been handled more than is needed to inspect it (for example assembled, treated, painted or cut), we may reduce your refund to reflect the loss in value.

Collection costs: our timber buildings are too large to return by post, so change-of-mind returns are collected by our delivery partner from the address they were delivered to. You pay the collection cost, which is worked out from your postcode, the distance from our manufacturer's depot, and the vehicle and labour needed. As a guide, collection costs up to £150. We will confirm the exact cost in writing before anything is booked and deduct it from your refund. There is no charge to return a building that is faulty, damaged or not as described.

Refunds: we will refund you within 14 days of your building being collected, to your original payment method.

Damaged, faulty or missing parts: please check your delivery when it arrives and note any visible damage on the delivery paperwork. Email clear photos of any damage, faults or missing parts to help@norvengardens.com, ideally within 48 hours of delivery, so we can sort it out quickly. We will arrange replacement parts, a replacement building or a refund at no cost to you. Spare parts are supplied to replace damaged or missing parts only.

Damages and issues

Please inspect your order when it arrives and contact us straight away if anything is defective, damaged or not what you ordered, so we can put it right.

Exceptions / non-returnable items

Certain items can't be returned, such as perishable goods (for example plants), items made to your personal specification, and gift cards. This doesn't include our standard made-to-order garden buildings, which can be returned as explained above. Sale items can be returned in the same way as full-price items.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

Refunds

We'll let you know once we've received and inspected your return, and whether your refund has been approved. Approved refunds are made to your original payment method within 14 days. Please allow some extra time for your bank or card provider to process it. If more than 15 business days have passed since we approved your return, please contact us at help@norvengardens.com.