Refund policy

Returns Policy

1. Introduction

We want you to be completely satisfied with your purchase. This policy sets out how you can return items bought from our webshop, the timeframes involved, and what you can expect from us when processing refunds.

This policy does not affect your statutory rights under UK law, including those set out in the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2. Eligibility for Returns

You may return most items purchased online for a refund or exchange, provided that:
- The item is returned within 14 calendar days of the date of delivery (extended during Christmas period)
- The item is unused, in its original packaging, with all labels intact, and in fully resalable condition
- You follow the returns process outlined below

Important:
- E-Gift Cards are non-refundable and cannot be cancelled once issued. By purchasing an e-gift card, you agree to waive your right to cancellation under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013
- For large or bulky items (e.g. garden machinery), please contact us before returning so we can arrange collection if required

3. How to Return an Item

The return method depends on how you received your order:
- Click & Collect orders: Please return the item to the same branch where it was collected.
- Garden machinery: Contact our Online Sales Team on 01245 383565 or email enquiry@ernestdoe.com to arrange collection. Collection costs are your responsibility unless the item is damaged or faulty. If preferred, you may arrange your own courier or collection service.
- Courier or postal orders: Please return the item to:
Online Sales Team
Ernest Doe & Sons Ltd
Ulting, Maldon, Essex CM9 6QH

We recommend using a tracked or recorded delivery service and ensuring the item is securely packaged.

Unless the product is faulty or damaged, you are responsible for the cost of returning it.

4. Refunds

Once we receive and inspect your return, we will process your refund as follows:
- A refund of the purchase price, excluding any original delivery charge (unless the item is faulty)
- Refunds are issued to your original payment method only
- Please include your order confirmation or proof of purchase with your return

We aim to process refunds within 7 working days of receiving the returned item(s), but please allow up to 14 days for the funds to appear in your account due to external bank processing times beyond our control.

5. Exchanges

If you would like a different product or size, the quickest method is to return the unwanted item for a refund and then place a new order. This ensures faster processing and better stock availability.

6. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described:
- Contact us as soon as possible with details of the issue
- We may request photos or further information to speed up the process
- Once verified and returned, we will issue a full refund including any original delivery charges, or offer a replacement if preferred

7. Items Returned Outside This Policy

If a return does not meet the conditions outlined above, and you do not have a statutory right to return the item:
- We may refuse a refund or exchange
- We may hold the item and request payment for return postage
- If we do not receive return postage payment within 14 days, we may dispose of the item without further notice

8. Contact Us

If you have any questions about your return or this policy, please get in touch:

Ernest Doe & Sons Ltd
Ulting, Maldon, Essex CM9 6QH
📞 01245 383565
✉️ enquiry@ernestdoe.com

Company Registration No: 431173
VAT Number: 102354912