At OUTSUNNY Sales Shop, we want you to be completely satisfied with your garden furniture and outdoor products. If you’re not happy with your purchase, we offer a straightforward returns and exchanges process.

Our Returns Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be unused and in its original condition
  • All original packaging and tags must be intact
  • You must provide proof of purchase

Note: For hygiene reasons, we cannot accept returns on garden hand tools and compost bins unless they are faulty or damaged upon arrival.

How to Initiate a Return or Exchange

Step 1: Contact Us

Email our customer service team at [email protected] with your return/exchange request within 15 days of receiving your order. Please include:

  • Your order number
  • The item(s) you wish to return/exchange
  • The reason for return
  • Whether you prefer a refund or exchange

Return Request Template:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear OUTSUNNY Customer Service,

I would like to request a [return/exchange] for my order #[Your Order Number].

Item(s) to return: [Product Name(s) and Quantity]

Reason for return: [Please specify]

I would prefer: [Refund/Exchange for (specify product if exchanging)]

Thank you,

[Your Full Name]

Step 2: Receive Return Instructions

Within 2 business days, we’ll email you with:

  • Return authorization number
  • Shipping instructions
  • Return address (based on your location)

Step 3: Package and Ship Your Return

Please repackage the item(s) securely in the original packaging. Include all accessories and documentation. Affix the return label we provide (for UK returns) or follow the shipping instructions for international returns.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Will be processed within 5 business days. The refund will be issued to your original payment method.
  • Exchanges: We’ll ship your replacement item within 3 business days of receiving your return.

Refund Information

Refunds will be issued to your original payment method (Visa, Mastercard, JCB, or PayPal). Please allow:

  • Credit/Debit Cards: 5-10 business days for the refund to appear on your statement
  • PayPal: 3-5 business days for the refund to process

Note: Original shipping fees are non-refundable unless the return is due to our error or a defective product.

Damaged or Faulty Items

If your item arrives damaged or faulty:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange a replacement or refund
  3. In most cases, we’ll cover return shipping costs for faulty items

International Returns

For customers outside the UK:

  • You are responsible for return shipping costs unless the item is faulty
  • Please declare the package as “Returned Goods” to avoid customs charges
  • We recommend using a trackable shipping service

Need Help? Our friendly customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] or call +44 (0)24 7655 1234 (Monday-Friday, 9am-5pm GMT).