Refund policy

Refund Policy

We want you to feel completely confident when purchasing from OutdoorHavens. Whether you're ordering a stocked pergola or a fully bespoke Custom Collection build, we're committed to making the process clear, transparent and straightforward.

Returns

Your Right to Return:

Under the UK Consumer Rights Act 2015, you have the right to return products purchased online within 14 days of receipt for any reason (your statutory "cooling-off period").

At OutdoorHavens, we extend this to 30 days of delivery to give you additional time to ensure you're completely satisfied with your purchase.

Conditions for Returns:

You may return your item within 30 days of delivery
Items must be in their original condition and packaging
Items must be unused and unassembled beyond what is necessary to inspect the product
Please contact us before returning an item so we can provide return instructions and ensure the smoothest possible process

To initiate a return, please contact:

Email: support@outdoorhavensliving.com
Phone: +44 7464 884112 (WhatsApp support available)

Please include your order number and reason for return.

Return Shipping

For Non-Faulty Returns (Change of Mind):

You are responsible for return shipping costs unless otherwise agreed.

Alternatively, we can arrange collection through our logistics partner. A collection fee will apply and will be deducted from your refund amount. We will confirm the collection fee when you contact us to arrange the return.

For Faulty or Damaged Returns:

We will arrange collection at our expense if the item is confirmed faulty or damaged. Please see our Delivery & Returns Policy for full details on reporting damaged or faulty items.

Unauthorised or Independent Return Arrangements

To ensure the safe handling and tracking of large items such as pergolas and outdoor furniture, all returns must be arranged directly through OutdoorHavens and our approved logistics partners.

Customers must not independently arrange returns, refuse deliveries in transit, redirect shipments, or organise separate courier collections without prior written agreement from OutdoorHavens.

If independent or unauthorised return arrangements are made outside of our agreed returns procedure, the customer may become responsible for any associated costs incurred, including but not limited to:

Additional courier or collection charges
Failed delivery or refused delivery fees
Warehouse handling costs
Re-delivery charges
Damage caused during unauthorised transit
Costs resulting from incomplete or lost returned items

OutdoorHavens cannot accept responsibility for items returned outside of our instructed process or through unapproved courier arrangements.

For complete products supplied in multiple parcels or boxes, returns can only be processed once all components of the original order have been received by the customer unless otherwise agreed in writing.

Return Packaging

All items to be returned must be in the original packaging the items arrived in, as these need to be as secure as possible for the courier to collect.

Failure to properly package items may result in:

Non-collection by courier
Damage during return transit (for which we cannot accept responsibility)
Deduction from your refund to cover additional handling costs

If a collection has been agreed and arranged with you, and yet on arrival at the property it could not be executed due to improper packaging or access issues, a wasted journey fee may be chargeable.

Restocking Fees

If items are returned in a condition that is not suitable for resale, we reserve the right to make deductions from your refund.

This includes items that have been:

Unwrapped or unboxed beyond what is necessary to inspect them
Partially or fully assembled
Used beyond reasonable inspection
Damaged due to improper handling
Returned without original packaging or with missing components

Restocking Fee:

Where items are not in a re-saleable condition, we reserve the right to deduct a minimum of £150 restocking fee from your refund to cover costs associated with repackaging, inspection, and return to stock.

We will inform you of any deductions before processing your refund.

Refunds

Processing Time:

Once your return is received and inspected, we will notify you of approval or rejection of your refund.

Approved refunds will be processed to your original payment method within 5–7 days of receiving and inspecting the returned goods.

Refund Amount:

We will refund the original purchase price
Original delivery charges will be refunded only if the item is faulty or misdescribed
For non-faulty returns (change of mind), delivery charges are not refunded
Any return shipping costs or collection fees you have incurred will be deducted from the refund

If a refund is offered as a consequence of a late or failed delivery that was accepted by you, the refund shall not exceed the delivery charge paid.

Non-Returnable Items

The following items cannot be returned unless faulty:

Items that have been damaged by incorrect installation or misuse
Clearance or final sale items (where clearly stated at time of purchase)
Custom-made or bespoke items made to your specifications
Items that have been assembled, installed, or used beyond reasonable inspection

Note: If you are unsure whether an item can be returned, please contact us before initiating a return.

Custom Collection Orders (Made-to-Order)

Items purchased through our Custom Collection are built to your exact specification — frame, size, colour, and accessories — and are therefore treated as bespoke goods made to the consumer's specification. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a customer's specification or clearly personalised are exempt from the standard 14-day statutory cancellation right. Custom Collection orders are not covered by the 30-day return window described above, and the Returns, Return Shipping, and Restocking Fee sections of this policy do not apply to them.

How Your Order Is Confirmed:

You confirm your build specification with us via consultation or WhatsApp
We prepare a 3D concept visual of your pergola for review. Once approved, a full engineering CAD drawing is produced showing the final dimensions, structure and specification before production begins. Once you're happy with the 3D mock, a 50% deposit secures your production slot. A full CAD drawing is then produced with every engineering detail confirmed. Production begins once the CAD drawing is approved — the remaining 50% balance is due before shipment

Deposit & Cancellation:

Payment of your deposit confirms your order and secures your place in the production schedule. As your build is made to your specification, deposits are non-refundable once paid.

Before that point, you're protected at every stage: the 3D mock is provided for your approval before any payment is taken, and your CAD drawing can still be revised after the deposit is paid. Production is never scheduled until you have reviewed and approved every detail.

If you wish to cancel after paying your deposit but before production has started, please contact us as soon as possible — we will do what we can to accommodate this, though the deposit itself is non-refundable in line with the terms above.

Faulty or Damaged Custom Collection Items:

All Custom Collection shipments are fully insured for the duration of transit. If your item arrives with a manufacturing fault or damage in transit:

Please notify us within 48 hours of delivery
Provide clear photographs of the damage or fault and the outer packaging
We will arrange for replacement parts or a replacement unit to be shipped promptly, with shipping costs covered by us, so your installation isn't delayed

For warranty terms on your Custom Collection build, please see our Warranty Policy.

Faulty or Damaged Items

If your item arrives damaged or with a manufacturing fault, please refer to our Delivery & Returns Policy for full details.

Key Points:

Please notify us within 48 hours of delivery if your item arrives damaged
Provide clear photographs showing:
The damage or fault
The outer packaging

We will assess the issue and arrange an appropriate resolution, which may include replacement parts, a replacement unit, or a full refund

We work closely with our suppliers to resolve issues quickly and fairly.

Cancellations (Before Dispatch)

Orders can be cancelled before dispatch at no cost.

Once dispatched, cancellations are treated as returns and are subject to the terms outlined in this Refund Policy.

Please contact our support team as soon as possible if you need to cancel an order:

Email: support@outdoorhavensliving.com
Phone: +44 7464 884112

Your Statutory Rights

This Refund Policy is in addition to your statutory rights under UK consumer law, including the Consumer Rights Act 2015.

Nothing in this policy affects your legal right to:

A refund, repair, or replacement if goods are faulty or not as described
Protection against unfair terms

For more information on your legal rights, contact your local Citizens Advice Bureau or Trading Standards office.

Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please contact us:

Email: support@outdoorhavensliving.com
Phone: +44 7464 884112 (WhatsApp support available)
Business Hours: Monday–Friday, 9am–5pm (UK time)
Response Time: Within 24 hours (Mon–Fri)

Company Details:

OutdoorHavens Living UK Limited

Company Number: 17333657

Registered Office:

61 Bridge Street, Kington, United Kingdom, HR5 3DJ