Availability and Description
All products depicted on our website (as may be varied from time to time) are available for delivery almost everywhere in mainland UK, and by special arrangement to the Channel Islands, Republic of Ireland, Isle of Wight, Isle of Man and the Scottish Highlands & Islands.
All products are subject to availability. If the product you order is unavailable, we may provide you with a substitute of an equivalent quality and price without notice (“Substitute Product”). In the event that we are unable to supply the product or any substitute product to you at all, we shall notify you as soon as possible and shall reimburse your payment in full. We reserve the right not to supply you at our discretion.
Very occasionally products featured on our website may be known by different model numbers or branding names but are in fact the same product as stipulated by the manufacturer, these items may vary cosmetically, sometimes they are identical, we reserve the right to supply these as the products listed on our website. These items will not be classed as substitute products. If you are in any doubt please speak to us before placing your order.
Occasionally manufacturers will update their products, and we reserve the right to supply these to fulfill your order. These will not be classed as substitute outdoor products. Pictures and illustrations are for illustration purposes only and products may occasionally vary in size, shape or colour.
When The Delivery Arrives
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 this will be treated as a cancellation under the Distance Selling Regulations 2000 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 email@example.com, 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 firstname.lastname@example.org or telephone us on 01245 478000 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 email@example.com. You may cancel your order at anytime up until despatch, however in some cases there may be a 10% administration 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 firstname.lastname@example.org or by post to:
Kensington Garden Furniture Ltd,
Rignals Lane Industrial Estate,
Your order will not be considered cancelled until notification in writing 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 email@example.com, 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 charges will be communicated to you before we confirm the cancellation.
Change of Mind Returns (Cooling Off Period)
You may return any delivered product(s) you have purchased within 7 working days after day of delivery for any reason (including if you simply change your mind). To do so you must notify us in writing via email to firstname.lastname@example.org or via the postal system to the address above 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 30 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.
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 email@example.com 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 firstname.lastname@example.org 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. 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.
Damage Reported after 48 hours of Delivery
We cannot accept any claims for damages 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 01245 478000 you may still need to email us if requested.
Item is Faulty on delivery
If an item is faulty within the first 10 days please do not use the goods, please notify us as soon as practicable on 01245 478000 or email us at email@example.com 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 cancel your order. If you require a refund and the goods are not faulty we will refund you the purchase price to you less the cost of returning the goods to us.
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 damage. The goods remain your responsibility until received in a satisfactory condition by ourselves.
If Item is Faulty After 10 days
If the product becomes defective after 10 days it will be assumed that acceptance of the goods has taken place. Stop using the item(s) immediately. Kensington Garden Furniture Limited will, at our discretion, repair the product by the issuing of replacement parts, replace the product or refund you. You will not be charged for the cost of returning a defective product. We may, at our discretion charge for the return of a product which proves not to be faulty. This of course does not affect your statutory rights.
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 working days) of delivery on 01245 478000 or drop an email to firstname.lastname@example.org 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 01245 478000 or drop an email to email@example.com 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)
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 will be processed within 5 days. Where exchange rates of currency are involved, the refund will be made in GBP at the current exchange rate. We do not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of ordering and the time of issuing the refund.