Returns Policy

Last updated: 21 August 2026

We take pride in the products we supply and want every customer to be happy with their order. If anything is damaged, defective, incorrect or simply not what you expected, please contact us. We’re happy to help with every situation and will work with you to find the fairest appropriate solution.

Please speak to us before sending anything back. Our furniture is often large and may need an arranged collection, so items must not be sent to our correspondence address unless we have confirmed this in writing.

If your product has a defect

If a product has a manufacturing defect or does not match what was agreed, let us know as soon as possible. For a qualifying defect reported within 30 days of delivery, you may choose to exercise the short-term right to reject for a refund. Depending on what you would prefer and what is practical, we can also discuss a repair or replacement.

Where the law requires a repair or replacement, this will be carried out at no cost to you, within a reasonable time and without significant inconvenience. If that remedy is unavailable or unsuccessful, we’ll explain any further options clearly.

Your consumer rights do not simply end after 30 days. Rights concerning repair, replacement, price reduction or final rejection may continue where the legal requirements are met. Nothing in this policy limits your statutory rights.

Damage or missing parts noticed on delivery

Please check your order as soon as reasonably possible. If you notice transit damage, missing parts or an incorrect item, tell the delivery team where practical and contact us promptly. Clear photographs are very helpful and allow us to resolve many issues quickly. Reporting an issue promptly helps our investigation, but a delay does not remove any statutory right you may have.

Damage after delivery

We’ll always listen and try to advise, even where an issue is not covered by a return or guarantee. However, we cannot accept a return or provide a free repair or replacement where damage was caused after delivery by:

• accident, misuse, neglect or deliberate damage;
• incorrect positioning, customer assembly, alteration or an attempted repair by the customer or a third party;
• not following the supplied care, treatment or safety guidance;
• pressure washing, unsuitable chemicals, coatings or treatments;
• standing water, waterlogged ground or moisture trapped by unsuitable covering or storage;
• storms, floods, extreme winds, falling trees or branches, flying debris, heavy snow, fire or other severe weather or outside events; or
• normal weathering, colour variation, small surface checks, movement or other natural timber characteristics that do not affect the product’s intended use.

If you are unsure what caused the issue, please contact us rather than assuming it is not covered. We will assess the circumstances fairly. These exclusions do not apply where damage resulted from a defect present when supplied, from work carried out by us, or where the law otherwise makes us responsible.

Changed your mind?

For standard, non-personalised goods ordered online, by telephone or away from our premises, consumers normally have 14 days after receiving the goods to tell us they wish to cancel without giving a reason. After notifying us, there is normally a further 14 days to return the goods or make them available for an agreed collection.

This cancellation right does not apply to products genuinely made to your individual specifications or clearly personalised, such as non-standard dimensions, engraving or individually requested alterations. A standard product is not treated as bespoke simply because it was manufactured after the order was placed.

For a change-of-mind return, the customer is responsible for the direct return or collection cost unless we agree otherwise. Because outdoor furniture can be large, collection can be costly; we will confirm the reasonable charge before you decide to proceed. Please take reasonable care of the product. A lawful deduction may be made if it has been handled beyond what would be reasonable when inspecting it in a shop.

Where the cancellation right applies, we will refund the purchase price and the cost of our least expensive standard delivery option. Any extra paid for an enhanced delivery option is not refundable. Refunds are made to the original payment method within the period required by law, normally no later than 14 days after we receive the goods or evidence of their return.

Simple returns process

1. Contact us. Email Office@detailed-outdoor-living.co.uk or call 01492 244121. Please include your name, order number, delivery address and telephone number.
2. Tell us what has happened. Explain whether the product is defective, damaged, incorrect or unwanted, when you first noticed the issue, and what outcome you would prefer.
3. Send photographs where relevant. For damage or defect claims, please include the full product, the affected area and any packaging or delivery damage. We may ask for further reasonable information.
4. Keep the product safe. Stop using it if continued use may be unsafe or cause further damage. Please do not repair, treat, alter, dismantle or dispose of it before we respond.
5. We’ll assess the situation. We may be able to resolve it from the information supplied or may arrange an inspection. We will explain our assessment and the available options.
6. We’ll agree the next step. If a return or collection is appropriate, we will provide written instructions. Faulty goods will be returned or collected at our cost where required by law.
7. Resolution. We will complete the agreed repair, replacement or refund within the applicable legal timeframe or a reasonable agreed period.

Commercial guarantees

Our product guarantees are additional to your statutory rights and are subject to their stated care requirements. Classic Redwood guarantee cover requires annual application of our recommended treatment oil in accordance with the instructions on the bottle or tin. Full details appear in our Terms & Conditions and Treatment and Maintenance Advice.

Optional cancellation wording

You can cancel by contacting us clearly in your own words. If helpful, you may copy this:

“I wish to cancel my contract for the following goods: [goods]. Order number: [number]. Ordered on/received on: [date]. Name: [name]. Address: [address]. Date: [date].”