Returns & Refunds
Return any item within 14 days of delivery, faulty or not. A free prepaid return label is included in your parcel, there is no restocking fee, and we refund within 14 days of receiving your return, to your original payment method. Items must be unused and in its original condition; original packaging where possible.
Last updated: 25 September 2026
Our returns policy at a glance
Faulty and non-faulty items are both accepted.
A prepaid return label comes in the box. Returns are sent by post.
You never pay a restocking fee or return postage.
We refund within 14 days of receiving your return, to your original payment method.
Four simple steps
- Step 1
Pack the item
Pack the item unused and in its original condition; original packaging where possible.
- Step 2
Attach the label
Attach the free prepaid return label included in your parcel.
- Step 3
Drop it off
Drop the parcel at the carrier's drop-off point shown on the label.
- Step 4
Let us know (optional)
Email support@gartenia.store with your order number so we can watch for your return.
Lost your label? Email support@gartenia.store and we will send a replacement free of charge.
Conditions
- Returned within 14 days of delivery
- Faulty and non-faulty items are both accepted
- Item is unused and in its original condition; original packaging where possible
- Returned by post using the free prepaid label
- No restocking fee is charged
Items damaged through misuse after delivery cannot be returned as unused. Your statutory rights are not affected.
Faulty or damaged items
If an item is faulty, not as described or damaged in transit, contact us within 30 days of delivery for a full refund (your short-term right to reject under the Consumer Rights Act 2015).
After 30 days, we offer a repair or replacement, and a refund if that is not possible or does not fix the problem.
We pay the return costs, and the "unused" condition does not apply to faulty items.
Exchanges
To swap an item, return it using the prepaid label and place a new order for the item you want. We refund the returned item as normal. If you would like help, email support@gartenia.store.
Refund timing
We refund within 14 days of receiving your returned item, to your original payment method.
Your bank or card provider may take a few extra business days to show the funds.
Contact
support@gartenia.store · +44 1253 863371
Monday–Friday, 9:00 AM–5:00 PM UK time. We reply within 1 working day.
Returns address: 16 Dunlop Dr, Thornton-Cleveleys, Lancashire, FY5 4GX, United Kingdom