Refund policy

At The Garden Flame, we want you to be completely satisfied with your outdoor kitchen, BBQ, fire pit, or accessory purchase. Our UK refund and returns policy is designed to be clear, fair, and easy to follow.

Returns Policy

You have 14 days from the day you (or someone you nominate) receive your goods to change your mind and return them.

  • If your order is split into multiple deliveries, the 14-day period starts from the receipt of the last delivery.
  • To qualify for a return, items must be unused, in their original packaging, and accompanied by proof of purchase or receipt.

To start a return, contact us at hello@thegardenflame.co.uk. If approved, we’ll provide a return shipping label and instructions for sending the item back. Returns sent without authorisation will not be accepted.

Damages and Issues

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and resolve it.

Non-Returnable Items

The following items cannot be returned:

  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

If you’re unsure about a specific product, contact us before purchasing.

Who Covers Return Shipping?

  • Faulty or misdescribed items: The Garden Flame covers return costs.
  • Change of mind or other reasons: You are responsible for the return shipping costs.
  • This applies even if we arrange to collect the goods from you.

Refund Deductions

Refunds may be reduced (excluding delivery costs) if the item’s value has decreased due to mishandling. If a refund is issued before inspection and damage is later found, you may be required to cover the loss in value.

Exchanges

The fastest way to exchange an item is to return the original product and place a separate order for the new item once your return is approved.

Refund Process

Once we receive and inspect your return, we will notify you whether the refund is approved.

  • Approved refunds are processed automatically to your original payment method within 10 business days.
  • Please allow additional time for your bank or card provider to post the refund.
  • If more than 15 business days have passed after approval, contact us at hello@thegardenflame.co.uk.