Refund policy

Three scenarios, three paths. Please read the one that applies; they're handled differently.

1. Damage on arrival

If the pallet or any component arrives visibly damaged, this is handled under our delivery promise, separate from the returns process.

1. Sign the carrier's proof-of-delivery as "damaged" before the driver leaves.
2. Photograph the carton, the visible damage, and any affected components within 48 hours of delivery.
3. Email the photographs to support@waldenhaus.uk with your order number.

We replace damaged components free of charge and cover both outbound and return delivery. No need to return the full order.

2. Faulty or mis-described goods

If your greenhouse arrives faulty, not as described, or is not of satisfactory quality, you have a statutory right to reject it under the Consumer Rights Act 2015:

• Within 30 days of delivery: full refund (we collect at our cost)
• Within 6 months: repair or replacement at our cost; refund if we cannot repair or replace

To start a faulty-goods claim, email support@waldenhaus.uk with your order number, a description of the fault, and photographs. We acknowledge within 2 working days.

This statutory right exists in addition to, and separately from, the change-of-mind window below.

3. Change-of-mind cancellation

However, we offer the following brand-discretionary cancellation policy as a goodwill courtesy:

Before production starts

You may cancel without charge at any time before we issue the "In production" email, typically within 5 working days of order. Full refund processed within 5 working days. Email support@waldenhaus.uk with your order number.

After production starts, before delivery

Cancellation after production starts incurs the cost of work already completed. We refund the balance within 5 working days of cancellation. Email us as above and we will confirm the deduction in writing before processing.

After delivery (14-day return window)

Within 14 days of delivery, you may return the unopened, unassembled greenhouse for a refund. Conditions:

• Item must be unused, unassembled, and in original packaging on the original pallet
• Polycarbonate panels must be unopened (factory protective film intact)
• You arrange and pay for the return courier (we can quote you a rate; pallet courier typically £150–£250 mainland UK)
• Notify us within 14 days of delivery by emailing support@waldenhaus.uk with your order number; the return must be despatched within a further 14 days

Refund is processed within 5 working days of the greenhouse arriving back with us and passing condition inspection. If items are missing, damaged in return transit, or show signs of partial assembly, a proportionate deduction applies and is itemised in writing before the refund is released.

Restrictions (all scenarios)

• Assembled greenhouses cannot be returned for change-of-mind reasons (Consumer Contracts Regulations Reg 36(2): goods that have become inseparable from other items)
• Polycarbonate panels with broken seals or removed protective film cannot be returned for change-of-mind reasons
• Custom-spec items (non-standard sizes, additional vents beyond the standard kit, special-order accessories) cannot be cancelled after production starts

Refund method and timing

• Refunds are returned to the original payment method (card / PayPal / Klarna / bank transfer)
• Card refunds typically appear in your account within 3–5 working days of processing
• Klarna refunds follow Klarna's standard cancellation timeline

Contact

For any return or refund query: support@waldenhaus.uk
Or call: +44 7861 751995 (UK working hours)