Refund policy

Last updated: 19 August 2026

We want you to be happy with what you bought. You can return an item because you changed your mind, and you have separate legal rights if something is wrong with it. This policy covers both.

At a glance

• 30 days to return an unused item in its original condition because you changed your mind.
• 14 days statutory right to cancel from the day you receive the goods — see Cancellation & Cooling-Off Rights.
• Refunds are issued within 14 days of us receiving the goods back, or of proof of return, whichever is sooner.
• Faulty, damaged, wrong or misdescribed items: we pay the return cost.
• Changed your mind: you pay the return cost.

Returning because you changed your mind

To return an item under our 30-day window:

• it must be returned within 30 days of delivery;
• it must be unused and in its original condition;
• it should be returned in its original packaging wherever possible;
• proof of purchase is required.

You may unpack and inspect an item as you would in a shop. If its value is reduced because it was handled more than that, we may deduct that reduction from your refund. We reserve the right to refuse a change-of-mind return that does not meet these conditions — this does not affect claims for faulty goods or your statutory cancellation right.

Sale, clearance and outlet items

Reduced-price items carry exactly the same return and cancellation rights as full-price items. We do not operate a “no returns on sale items” rule.

Items that cannot be returned

• goods made to your specification or clearly personalised;
• sealed goods not suitable for return for health or hygiene reasons, once unsealed;
• gift cards;
• goods damaged by misuse, alteration or improper care after delivery.

These exceptions do not apply where the item is faulty, damaged on arrival, incorrect or not as described.

Damaged, faulty, wrong or missing items

Please tell us as soon as you can, ideally within 48 hours of delivery, so we can pursue the carrier while their claim window is open. That guideline does not limit your legal rights: under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund, and further rights after that.

Send your order number, a description of the problem and clear photographs to support@thewindmillnursery.co.uk. Full detail is in Damaged, Faulty or Missing Items.

How to start a return

• Email support@thewindmillnursery.co.uk or call +44 1226 765599.
• Give your order number and the reason for the return.
• We send you the return address and instructions — please wait for these before sending anything back.
• Send the goods back within 14 days of telling us.

Returns sent without contacting us first can take significantly longer to process because we cannot match them to an order.

Return shipping costs

Changed your mind: you pay the return carriage. For larger furniture we can usually quote a collection through our carrier, which is often cheaper than arranging your own.

Faulty, damaged, incorrect or not as described: we pay all return or collection costs. You will never be asked to pay carriage on a valid fault claim.

Exchanges

We are happy to exchange an eligible item, subject to availability. Contact us and we will arrange it. If the item you want is unavailable, we will refund you instead.

Refunds

Once your return is received and inspected we will email you the outcome. Approved refunds go back to the original payment method, in pounds sterling, within 14 days of receiving the goods or of proof of return, whichever is sooner. How long the money then takes to appear depends on your bank or payment provider — typically 3–5 business days.

We refund the standard delivery charge paid on a cancelled order. UK delivery is currently free, so in most cases there is nothing extra to refund.

Cancelling before dispatch

You can cancel any item before it is dispatched by contacting us — we refund in full. After dispatch, use your cancellation right or the returns process above.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

← All policies & legal information