Returns & Refunds Policy
Last updated: 9 October 2025
This Returns & Refunds Policy explains how to cancel, return, or request a refund for items purchased from Direct Garden Buildings, operated by Home Delivery Direct Ltd, Company No. 06749287, 16a The Avenue, Horsforth, Leeds, LS18 5JW.
Your statutory rights as a consumer are not affected by this policy.
1. Your Right to Cancel (Change of Mind Orders)
1.1 Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for most products within 14 calendar days of receiving the goods.
1.2 To exercise this right, you must inform us in a durable format (email or letter) within 14 calendar days of delivery.
Email: cancellation@directgardenbuildings.co.uk
Post: Direct Garden Buildings, 16a The Avenue, Horsforth, Leeds, LS18 5JW
1.3 You then have an additional 14 calendar days to return the goods once cancellation has been confirmed.
1.4 Goods must be returned in their original condition, unused, unassembled, and suitable for resale as new.
1.5 The right to cancel does not apply to:
- Any product made to your specifications or clearly personalised
- Any product that has been part-assembled or installed
- Paints, preservatives, or other consumable items that have been opened
2. Return Costs
2.1 You are responsible for the cost of returning unwanted items.
2.2 You may either arrange your own return using a suitable carrier, or request that Direct Garden Buildings arranges collection on your behalf.
2.3 If we arrange collection, we will confirm the cost before proceeding. Typical collection costs are:
- From £35 for small pre-packed items
- From £60–£95 for average garden sheds
- Up to several hundred pounds for large items such as log cabins or metal buildings
2.4 Return charges will be deducted from any refund issued.
2.5 Direct Garden Buildings does not profit from return fees; these reflect actual transport costs incurred.
3. Faulty, Damaged, or Missing Parts
3.1 If your item arrives damaged, incomplete, or develops a fault, please notify us as soon as possible by email to help@directgardenbuildings.co.uk, including photographs where possible.
3.2 We will normally arrange for replacement parts or panels to be sent within 5–10 working days, subject to stock.
3.3 If a fault arises within 30 days of delivery, you have the right to reject the goods for a full refund.
3.4 After 30 days, Direct Garden Buildings remains responsible for providing appropriate remedies under the Consumer Rights Act 2015.
3.5 If a manufacturing fault arises within six months, it is presumed to have been present at delivery unless we can prove otherwise. We will offer a repair or replacement within a reasonable time and without significant inconvenience.
3.6 If repair or replacement is not possible or is unsuccessful, you are entitled to a price reduction or refund (which may include a reasonable deduction for use after the first 30 days).
3.7 You will not be charged return postage for faulty, incorrect, or damaged items.
4. Refunds
4.1 Refunds will be made using the same payment method used for the original purchase unless agreed otherwise.
4.2 Refunds will be processed within 14 calendar days of:
- Our receipt of the returned goods, or
- You providing proof of return (whichever occurs first).
4.3 If we collect the goods, the refund will be made within 14 days of the date of collection.
4.4 Deductions may be made for:
- Missing or damaged parts
- Signs of assembly or use
- Return delivery charges (for change-of-mind returns only)
5. How to Request a Return or Refund
To initiate a return or cancellation, please contact us via one of the following methods:
Email: cancellation@directgardenbuildings.co.uk
Telephone: 0113 258 3482
Post: Direct Garden Buildings, 16a The Avenue, Horsforth, Leeds, LS18 5JW
Please include:
- Your full name and contact details
- Order number or invoice reference
- Product name and reason for return
- Photographs (if reporting damage or fault)
6. Made-to-Order and Bespoke Items
6.1 Some products (e.g. log cabins, custom-sized buildings, or non-standard colour options) are made to order.
6.2 These items are exempt from the 14-day cancellation rights once production has begun, in accordance with the Consumer Contracts Regulations 2013.
6.3 In these cases, cancellations can only be accepted at our discretion before manufacturing or dispatch begins.
7. Additional Information
7.1 All goods remain your responsibility until received back by us or the manufacturer.
7.2 Please ensure returned goods are packaged securely to prevent damage in transit.
7.3 For health and safety reasons, bulky buildings will only be collected from kerbside or driveway locations unless agreed otherwise.
7.4 We recommend retaining proof of postage or collection confirmation until your refund has been processed.
8. Contact Information
For any queries regarding returns, cancellations, or refunds, please contact:
Customer Service
Direct Garden Buildings
16a The Avenue, Horsforth, Leeds, LS18 5JW
Email: help@directgardenbuildings.co.uk
Telephone: 0113 258 3482
Summary for Customers
- 14 days to cancel most standard orders
- Goods must be unused and unassembled
- Return costs apply for change-of-mind cancellations
- Faulty items are repaired, replaced, or refunded in line with UK consumer law