Returns We hope you are pleased with your online purchase from Gates, but if for any reason you are not entirely happy and you are a private customer (non-business), you can return your online order to us, under the terms of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This information relates only to purchases made online for delivery to your home address. Different Conditions apply to purchases made in-store at Gates Garden Centre. Online Returns FAQs I would like to contact Gates about returning my order, who should I contact at Gates?Please contact Gates by email ecommerce@gatesgardencentre.co.uk or call us on 01664 454309. I recently placed an online order at Gates and I wish to cancel it, what should I do?If you wish to cancel your order, please notify us immediately on 01664 454309. This is important if you placed your order for next day delivery, as your order will be scheduled for same day dispatch.If you call us about a cancellation, please follow this up with a written email including your order number, so we have a record of the cancellation. You can do this by emailing Gates at: ecommerce@gatesgardencentre.co.uk. Which address should I return my online Gates order to?Please return your Gates order to: Gates Garden Centre, Somerby Road, Cold Overton, Oakham, Leicestershire, LE15 7QB. Return of Unwanted Goods: Do I need to let Gates know if I wish to return an unwanted item or items?Yes, please notify us with your intention of your return by email to: ecommerce@gatesgardencentre.co.uk or call us on 01664 454309. I have received my order, but I no longer want the item or items, what should I do?You can return any items purchased from us provided you contact us within 14 days from the date of delivery to advise us that you wish to do so.Please remember to inspect your ordered items before returning them. As per statutory duty, it’s essential to handle them with care and ensure they’re adequately packaged to prevent damage during transit. Avoid opening or using the items before returning them to Gates, as this may impact the refund process. If I want to return unwanted items, how much will it cost?Your refund will be for the full amount of the goods including the original delivery charge. However, you will be required to pay the full cost of returning the item or items to us. Return of Damaged or Defective Goods: I want to return goods that arrived damaged or defective, what should I do?Should your product or goods be delivered to you in a damaged or defective state, please inform us as soon as possible by email: ecommerce@gatesgardencentre.co.uk (or call us on 01664 454309). Please include photos of the damaged or defective item with your email.We will then provide advice on how the return will be actioned. You can return the item or goods to us if they are unused and in their original packaging. Sometimes we may need to arrange collection of large or bulky items. Will I get a full refund for damaged or defective goods?If you choose not to receive a replacement for damaged or defective goods and return them to us, we will promptly issue a full refund upon receipt, including your delivery cost.Alternatively, if you prefer an exchange and the product is available, we’ll gladly send you a replacement at no extra cost. Return of Incorrectly Delivered Goods: I received the wrong goods, what will Gates do to resolve this?If you’ve received the wrong goods, please contact us on 01664 454309. Contacting us promptly will help us to swiftly resolve the issue. It is helpful if you can email details to ecommerce@gatesgardencentre.co.uk including your order number, a copy of your delivery note, and a photo of the wrongly delivered items.If we have not fulfilled your order correctly, we’ll arrange for a refund or exchange at no additional cost to you and you won’t be responsible for the return shipping fees. Statutory Rights: Your statutory rights are not affected by any of our policies. For any other queries relating to the return of goods purchased online at Gates, please contact us on 01664 454309 or email us at ecommerce@gatesgardencentre.co.uk.
