E.H. & G Ltd Returns Policy Details
Welcome to the website Returns policy for conditions for use with purchases through this web site, our stores, or exhibitions.
RETURNS POLICY | Elements Home & Garden.
If for any reason you want to return an item that has been delivered and you don’t want you can return it to us.
Initially you should contact our Sales Team on 01279 755294.
Our Returns Policy in detail …
We must be informed if your intention to return an item/s within 14 days, starting on the day after you received the item/s.
You may download the returns form, (below), to give us details of the return.
The cost of returning the items will be met by you.
You must then ensure that the item is received by us within 14 calendar days, starting on the day after you notified us of your intention to return.
Once we have received the item/s we will issue a full refund.
The address for returns is detailed on the returns form and can also be found on our LEGAL TERMS AND CONDITIONS PAGE or SEE THE RETURNS ADDRESS BELOW.
What about damaged or faulty goods?
If you feel your purchase is in an unsatisfactory condition when it is delivered then you can refuse the delivery and speak to our Sales Team on the number provided above to discuss your refund.
If you are not present at the time of delivery …
If you have arranged for the goods to be delivered when you are not present and you discover a fault then we would ask you to notify us and email photographic evidence of the fault you have discovered if you are able to.
Emails can be sent to –
Once this has been agreed you should follow the Returns Policy outlined at the top of this page.
How long does the refund take to reach me?
Once the process of returning the item/s has been completed we will initiate a refund that should be in your desired account within 7 days.
See more below regarding cancelations/statutory rights
Other pages you may want to refer to:-
Or, speak to our friendly Sales Team for further assistance.
Questions regarding this Policy should be directed as follows:
Elements Home and Garden
2-9 Dane Street,
Contract cancellation under the Consumer Contracts (Information Cancellation & Additional Charges) Regulations 2013
Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 14 working days after the day on which you receive the Products.
If you wish to exercise your right to cancel this contract after your order has already been dispatched, we will refund the original purchase price but not the delivery charge, provided that you have notified us in writing no longer than 14 working days after the day on which you receive the products, and that you have taken reasonable care of the products and not used them and the goods are returned in the original packaging. Please note that there will be a minimum charge of £25 for goods under a weight of 20kg, over 40kg the charge could be up to a maximum of £250 for collection of the goods that have been delivered, but you may return goods under your own volition.
Please see our refund policy above for further details.
Delivery will be deemed as successfully made once the product has arrived at the address specified so long as the product has been signed for or a signed note by the buyer has been left to say that the goods can be left unsigned for. Where goods are required to be signed for, these must be signed for by an adult aged 18 years or more. Products will be deemed your responsibility once they have been received by you, your agent or the intended recipient or a signed note has been left indicating that delivery can be left unattended. Any loss or damage to the products shall then be at your own risk.
In case of delivery to certain locations such as hospitals, airports, hotels, ships and other business premises, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery.
Please note if access for delivery is restricted please ensure that you inform us when placing your order or in all circumstances prior to dispatch. Failure to do so will result in the delivery being treated as a failed delivery if access is unavailable and may result in a re-delivery charge being applied. If the order is subsequently cancelled for a refund (within the specified time limit) this will be treated as a cancellation under the applicable Regulations (see contract cancellation) and the original delivery charge will be taken from any refund issued. Should a delivery be refused at the delivery address, and re-requested for another date, we may, at our discretion charge for the second delivery since we met our delivery obligations with the initial delivery attempt. If you refuse an item that is being delivered for any reason when it arrives you must notify us immediately that you have refused delivery and the reason for refusal to firstname.lastname@example.org. failure to notify us may result in the original delivery charge becoming payable. If delivery is refused because it is decided you no longer require the goods and the order is subsequently cancelled and a refund given the original delivery charge will be taken from the refund before it is issued.
It is the Recipient’s responsibility to sign for the correct number of packages as shown on the carrier’s delivery consignment note. Shortages must be noted on the consignment note where possible. You should notify us of the shortages within 48 hours of delivery. (Please see Packages/Parcels Missing on delivery section for further information)
It is your responsibility to ensure that your goods are checked before signing the delivery note. If you have received a package that is damaged and have chosen to accept the delivery, it is important that you sign the delivery note as “damaged”. You must notify us of any damage within 48 hours of receipt and we will require photographic evidence of the damage to be supplied to us. We will then arrange to collect and replace your item within the usual time scales as indicated in the terms of delivery or offer an alternative remedy. Signing of the delivery note as ‘unchecked’ or similar wording’ does not waive your right of notification to us for damage. Signing the delivery note as ‘unchecked’ or similar wording’ will be deemed to have be acceptance of the goods as undamaged. We cannot accept claims for damaged goods if the courier has obtained a clean signature or if more than 48 hours after delivery has passed. We cannot process claims for damaged packaging where the contents are undamaged. The function of the packaging is to protect the contents whilst the item is in transit.
If you receive a parcel which is obviously damaged beyond all levels of acceptability please REFUSE delivery for the item(s) and contact us immediately by email to or telephone us on 01279 755294 we can then arrange for the appropriate action to be taken.
Cancellations Before Dispatch
If you wish to cancel your order before dispatch, please email us at You may cancel your order at anytime up until dispatch, however in some cases there may be a minimum 10% and maximum 20% administration and cancelation charge. If you cancel your order via telephone before your order has been dispatched your order will be put on hold. You must then confirm your wish to cancel the order in writing via email to or by post to:
Elements Home and Garden
2-9 Dane Street,
Your order will not be considered cancelled until notification in writing or via email is received and acknowledged. Cancellations After Dispatch
If you decide to cancel an order after the product(s) have been dispatched and commenced their carriage to you please email us at we may, at our discretion, charge you for the return carriage of those product(s) which will be deducted from any refund issued. We advise you to check the status of your order before you request cancellation. Any admin and handling charges will be communicated to you before we confirm the cancellation.
Change of Mind Returns Online Orders Only (Cooling Off Period)
You may return any delivered product(s) you have purchased within 14 working days after day of delivery for any reason (including if you simply change your mind) these are subject to a minimum 10% administration fee for all cancelled orders. To do so you must notify us in writing or via email to stating the reason for the return. If you are returning a product for any change of mind reason you must arrange to return the products to us or to our suppliers and you will be responsible for any charges incurred. All returned products must be returned ‘as new’; if you have opened the package you must have done so without damaging or marking the product or packaging. All items will be checked upon return before the relevant action is taken. All items are to be returned within 14 days of cancellation.
Please note you have a duty of care to make sure that the items are sufficiently packaged to prevent damage occurring during their return. Failure to ensure this may result in action being taken against you for damaged items. If the item is damaged on arrival at our point of delivery we will notify you and you may need to make a claim against your carrier. The goods may then be collected from us. We cannot process a refund for goods damaged in transit when sent back to us.
Before you request or arrange the return of a product, please read the information below carefully. Please note that if applicable, all parts must be checked before assembly to make sure they are all there and that you are happy with the quality, once fully assembled has been commenced the purchase price cannot be refunded.
Please note these provisions do not apply to “bespoke” or individually designed or manufactured products at a customer’s request (statutory rights notwithstanding)
Damaged or Broken on Arrival (Cancelling the Order)
In all cases for damaged items or broken items on delivery where you wish to cancel the order and return the goods (damage must be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item you are returning. This will be at our discretion. Electronic files should be forwarded to us by email to and we will obviously also accept printed media via the postal system. We will then collect the item(s) from you if applicable, you will receive a full refund once the goods have been delivered to us and have been inspected. We cannot accept back for a full refund any item which has been assembled, incorrectly assembled causing a fault, accepted or used. Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves.
Damaged or Broken on Arrival (Replacement Parts or Item)
In all cases for damaged items or broken items on delivery where you wish to have a replacement or parts sent (damage to be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item. This will be at our discretion. Electronic files should be forwarded to us by email to and we will obviously also accept printed media via the postal system. We can then arrange to send replacement parts or if this is not possible we can then arrange to collect the item(s) from you. Once the goods have been returned we will then issue a replacement within our normal delivery schedule. This does not affect your statutory rights. Please note you have a duty of care to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves.
Damage Reported after 48 hours of Delivery
We cannot accept any claims for damages which are not reported after 48 hours.
Item Received is not what you Ordered
If the product delivered is not what you ordered, or does not correspond fully with its item description and you wish to discuss this please notify us immediately on 01279 755294 or email as soon as possible.
Item is Faulty on delivery
If an item becomes faulty within the first 10 days please do not use the goods, please notify us as soon as practicable on 01279 755294 or email us at to inform us of the problem. We can then arrange for a replacement or refund as required. In both cases we will arrange to collect the goods at our expense and examine them. If the goods prove to be faulty we can then arrange for a replacement to be sent or to refund you the cost of your purchase if you wish to do so.
Please note you have a duty of care to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent damage. The goods remain your responsibility until received in a satisfactory condition by ourselves.
Should any item/. items become faulty after purchase please stop using and contact US on 01279 755294 or as soon as possible so we may come to an amicable solution regarding the problem
Packages/Parcels Missing on Delivery
The delivery note which you sign will clearly state how many parcels should be delivered. If parcels are missing on delivery please sign the delivery note and write on the delivery note how many parcels were actually received. Please notify us within 48 hrs (2-3 working days) of delivery on 01279 755294 or email to detailing the parcels missing. If we receive a signature on a delivery note stating that all parcels have been delivered we cannot accept any claims after this for missing parcels.
Parts Missing Following Delivery
Please notify any missing parts following the inspection of the goods. Please notify us within 7 days of delivery on 01279 755294 or email to detailing the parts and giving part numbers if applicable. You may also send in photos or an illustration if this would help identify the missing part(s). On receipt of the information we will arrange for the relevant part(s) to be sent out to you. Please note that all parts must be checked before assembly to make sure they are all there, once assembly has been commenced the purchase price cannot be refunded. (Please note this is not to be confused with missing parcels as detailed above)
It would be helpful if you can quote the original packaging reference number when contacting us.
Parts Missing After 7 Days of Delivery
We cannot accept liability for part(s) missing if they are reported more than 7 days after delivery.
General Return Information
We will not accept returns or cancellations if the product(s) have been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own. While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered and it is your responsibility to take reasonable care of these items. If products were delivered flat packed they must be returned in the same way including complete dis-assembly. Care must be taken to ensure the returned products are packed well to avoid damage or loss of parts in transit, the products remain your responsibility until they are received by us in an undamaged condition. Your statutory rights are not affected.
Refunds (where applicable) will be processed within 5working days.
Please note once weather covers have been removed from their packaging, we are unable to offer refunds on these items. This does not affect your statutory rights.
All communications with Elements Home and Garden shall be given;
to us via email to Please note that even though an email has been sent or you have received an automated email acknowledgement is not proof that we have received or read the email. If you have had no reply within 5 days please contact us by post to:
Elements Home and Garden
2-9 Dane Street,
By Telephone 01279 755294 (Lo Call rate telephone charges apply please check with your telecoms provider).
To report damaged parcels only on delivery please also telephone: 01279 755294
Special Note on these items.
All parasols, pavilions and sunshades must be correctly secured before use. Also these garden products should never be left up in windy or inclement weather conditions. These products are also not covered by our guarantee if damaged because of incorrect fixing or bad weather.
Any parasol that is returned will be sent to the manufacturer for a cause of damage assessment, if the reason for the damage is in dispute.
All cushions are supplied with a one year manufacturer’s guarantee as standard. WE can not be held responsible for cushion fabrics and filings which have been damaged or marked by being left outside in wet conditions or stored incorrectly.