Returns and Refunds
We are here to help.
Returns Policy
At DH Water Gardens, we want you to be completely satisfied with your purchase, but we understand that sometimes things may not go as planned. If you are not completely satisfied with your purchase, you may return it to us within 30 days of delivery for a full refund or exchange, subject to the terms and conditions outlined below.
To be eligible for a refund or exchange, items must be in their original packaging, unused, and in the same condition as when you received them. We reserve the right to refuse returns that do not meet these criteria.
To initiate a return, please contact our customer service team to request a return authorization number (RMA) and instructions for returning your item(s). You must include the RMA number with your returned item(s) to ensure that your return is processed promptly.
Please note that you will be responsible for the cost of returning the item(s) to us unless the item(s) are defective or we made an error in shipping. We recommend using a trackable shipping service to ensure that your return arrives safely at our warehouse.
Our returns address is:
Wildmoor Ln
Sherfield on Loddon
Basingstoke
RG27 0HL
Once we receive your returned item(s), we will inspect them and process your refund or exchange. Refunds will be issued to the original payment method used to place the order, and exchanges will be shipped out as soon as possible.
We offer a choice of replacement or a full refund for faulty or damaged items upon arrival. Please inform us within 24 hours of delivery whether an item is faulty or damaged, and provide an image of the damage, if any. The refund includes delivery charges, and we may ask for the return of the item for testing. We will work with you to resolve any issues.
Please note that some items may be non-refundable or subject to restocking fees, and we will inform you of any such terms at the time of purchase.
If you have any questions or concerns about our returns policy, please contact our customer service team for assistance. We are committed to providing exceptional customer service. We work hard to ensure that every customer is happy with their purchase, and evaluate every return independently to understand your reason and situation.
Warrenties
We stand behind the quality of our products and offer warranties ranging from 2 years to 20 years, depending on the item.
The warranty covers defects in materials and workmanship under normal use and service. If an item is found to be defective within the warranty period, we will repair or replace it free of charge, at our discretion. Please note that the warranty does not cover damage resulting from improper use, installation, or maintenance.
Some products also offer optional extended warranties, which provide additional coverage beyond the standard warranty period. Please check the specific product page for details on extended warranty options.
To make a warranty claim, please contact us at info@dhwatergardens.co.uk and provide proof of purchase and a description of the issue. We may ask you to provide photographs or send the item back to us for inspection.
We will work with you to resolve the issue as quickly and efficiently as possible. If we determine that the item is indeed defective and covered by the warranty, we will repair or replace it and cover any shipping costs associated with the replacement.
If you have any questions or concerns about our warranty policy, please don’t hesitate to contact us.
Cancellation Policy
At DH Water Gardens, we understand that circumstances can change, and you may need to cancel an order. If you wish to cancel an order, please contact us as soon as possible to let us know. We will do our best to accommodate your request, but please note that some orders may have already been processed and dispatched, and we may not be able to cancel them.
For cancellations of orders that have not yet been dispatched, we will issue a full refund to the original payment method used to place the order. If you paid by debit or credit card, the refund may take up to 10 business days to process and appear in your account.
For cancellations of orders that have already been dispatched, you may be able to return the item(s) for a refund or exchange, depending on the circumstances. Please see our returns policy for more information.
Please note that some products may be non-refundable or subject to restocking fees, and we will inform you of any such terms at the time of purchase. Additionally, we reserve the right to cancel any order at our discretion, in which case we will issue a full refund to the original payment method.
If you have any questions or concerns about our cancellation policy, please contact our customer service team for assistance. We are committed to providing exceptional customer service and will do everything we can to ensure that your shopping experience with us is as hassle-free as possible.
01256 883907
info@dhwatergardens.co.uk
