Refund & Return Policy – shedora.co.uk

We want you to shop with confidence at Shedora. If you’re not completely satisfied with your purchase, we’re here to help with straightforward returns and refunds. Below is our policy for returns, refunds, and order cancellations, in compliance with UK consumer protection laws.

Return Window and Eligibility

You have 30 days from the day you receive your item to request a return. This generous window exceeds the legal 14-day cooling-off period for online purchases, giving you extra peace of mind. To be eligible for a return, items should be in unused condition and preferably in the original packaging (including any tags, labels, or accessories that came with the product). We understand you may need to open the package to inspect the item, but please take care not to damage it. Change of mind returns are accepted within 30 days as long as the product is in resalable condition.

Non-Returnable Items: Custom-made or personalized items, perishable goods, or items marked as final sale cannot be returned unless they arrive damaged or defective. (At this time, Shedora does not typically sell perishable or personalized products, so most of our garden and shed products will be returnable under our standard policy.)
Faulty or Not as Described: If the product you received is faulty, damaged, or significantly not as described, this is our mistake. In such cases, you are eligible for a return or exchange regardless of usage (within reason). Please inform us as soon as possible (ideally within 30 days of delivery) so we can make it right. We will cover all costs for faulty/damaged item returns (see “Damaged or Faulty Items” below for more details).

Your statutory rights are always respected. Nothing in this policy affects your legal rights under UK law. For example, under the Consumer Rights Act 2015, faulty goods can be returned for a full refund within 30 days, and you have a right to a repair or replacement for faults discovered up to 6 months (and potentially longer in specific circumstances). We aim to exceed these requirements with our 30-day return window for all products.

How to Initiate a Return

Starting a return is easy: Please contact our customer service team within 30 days of receiving your order to request a return. You can reach us by email at contact@shedora.co.uk or by phone at +44 7429 920478. Provide your order number, the item you wish to return, and the reason for the return (this helps us improve our products and services, but you’re free to return for any reason within the return window).

Once we receive your return request, we will promptly respond with confirmation and further instructions. We may provide you with a Return Merchandise Authorization (RMA) number or a return label if applicable. In most cases, you will need to send the item back to us at our returns address:

Return Address:
Shedora (Returns)
28 Alexandra Terrace
Exmouth, Devon
EX8 1BD
United Kingdom

When preparing your return shipment, please ensure the item is securely packaged to avoid damage in transit. Including your order number or original packing slip in the return package will help us process your return more quickly. We recommend using a trackable shipping service or obtaining proof of postage when you send back the item, so both you and we can track the return.

Important: Until we receive the item back, it remains your responsibility. Please send the product back as soon as possible once your return is authorized. If you have the goods in your possession, you are expected to take reasonable care of them. Do not send items back without contacting us first – this ensures we can properly track and process your return.

Return Shipping Costs

Change of Mind: If you’re returning an item because you changed your mind, decided it’s not right for you, or ordered the wrong product, you will be responsible for the return shipping costs. We do not currently offer free return postage for non-faulty items. You can choose any reliable postal or courier service. (If the return is due to a mistake on our part or a product issue, see below – we’ll cover those costs.)
Faulty/Damaged Items or Seller Error: If you are returning a product because it arrived damaged, defective, or we sent the wrong item, Shedora will cover the return shipping cost. We may provide you a prepaid return label or reimburse your postage. Please contact us before sending back a faulty item so we can arrange the best solution, which might include sending a replacement without requiring a return or providing a postage-paid method for return.

Refund Process and Timeline

Once your returned item is received at our facility, we will inspect it and notify you. Provided the item meets the return criteria (e.g. it’s within 30 days and in acceptable condition), we will approve your refund. Our goal is to make refunds quick and hassle-free:

Refund Approval: We typically process returns within 2 business days of receiving the item. You’ll receive an email confirming that your return was received and whether the refund was approved. If we have any questions (for example, if an item arrives in a condition different from expected), we will contact you.
Refund Method: Approved refunds will be issued to your original payment method. If you paid by credit or debit card, the refund will be credited to that card. If you paid via PayPal or other payment provider, the refund will go back to that account. (Please note that depending on your bank or payment provider, it may take a further few days for the credit to appear in your account.)
Refund Timeline: We will issue the refund as soon as possible after approval. In line with UK regulations, this will be within 14 days of receiving your returned goods (often much sooner). In practice, once we process the refund on our end, banks and card issuers typically take 5–7 working days to post the credit to your account. We appreciate your patience during this processing time. If you have not seen the refund after 7 working days from our confirmation, please contact us and we will help investigate.
Notification: You will receive an email confirmation when we have issued the refund. If for any reason a refund is delayed or cannot be approved, we will inform you and work with you to resolve the issue.
Original Shipping Costs: If your order included a shipping charge and you are returning the entire order for a refund, we will also refund the standard delivery cost you originally paid (if any). However, if you chose an expedited or premium delivery option, we will only refund an amount equal to our standard delivery rate. This is in accordance with consumer law for order cancellations. (For example, if you paid extra for next-day delivery, we refund what standard delivery would have cost, not the full next-day surcharge, unless the return is due to our error.) In cases of partial returns (returning only some items from an order), the original shipping fee is usually not refunded, unless the returned item had a specific shipping charge of its own.
Deductions for Diminished Value: Please note, if an item is returned used, damaged, or with parts missing (and not due to our fault), we reserve the right to deduct an amount from your refund to reflect any loss in value of the merchandise. We will always inform you if this situation arises and provide details of the condition issue and deduction. This is rarely needed, as most customers take good care of items they return, but it is a standard policy to protect against misuse of the return system.

Exchanges

If you wish to exchange an item for a different size, color, or a different product, the fastest way is to place a new order for the desired item and initiate a return for the original item following the process above. Due to our inventory system, we handle exchanges as separate transactions (refund and new purchase). This ensures you get the new item quickly, and we refund the original item as soon as it’s returned. If you have a special case or need assistance with an exchange, feel free to contact us – we’ll do our best to help.

Damaged or Faulty Items

We take product quality seriously. In the unlikely event that you receive a product that is faulty, damaged in transit, or not as described, please let us know right away. You have the right to return faulty or misdescribed goods for a full refund within 30 days of delivery. Here’s how we handle such cases:

Contact Us Promptly: Email us at contact@shedora.co.uk with your order number and details of the issue, ideally including a photo of the damage or fault if possible. You can also call +44 7429 920478 to report the problem. We will respond quickly with a solution.
Our Response: In cases of confirmed damage or defects, we will offer you a free return and full refund or a free replacement, according to your preference (if stock is available). We will cover any return shipping costs. Often, for a clearly damaged or defective item, we might not even require you to send it back, to save you trouble – but please check with us before disposing of anything, as for some issues we might need the item returned for testing or claims purposes.
Repair or Replacement: If a problem is reported after 30 days but within 6 months of purchase, we are obligated under law to offer a repair or replacement in the first instance. We will work with you to fix the issue or send a replacement product. If the repair or replacement is not possible or fails, we will then offer you a refund. Our commitment is to ensure you receive a product that meets expectations and is free of faults.
Beyond 6 Months: For issues that arise beyond 6 months of ownership, your legal rights may be more limited (the burden may be on the customer to prove the product fault was present at delivery). However, please still reach out to us if something goes wrong. We value our customers and will assist in any way we reasonably can, possibly providing repair suggestions or discounts on a replacement if appropriate.

In all cases of faulty or incorrect items, we strive to make the process as painless as possible. You will not be out of pocket for any return postage or additional delivery fees if the fault is ours. Your satisfaction and trust are our top priorities.

Order Cancellations

If you change your mind before your order has been shipped, you can cancel the order for a full refund. Please contact us immediately via email or phone with your order number and request a cancellation. If the order has not yet left our warehouse, we will cancel it and issue you a full refund right away (typically returning the funds to your original payment method within a few business days). There will be no charges for cancelling before dispatch.

If your order has already shipped, you still have the option to cancel by refusing delivery or by returning the goods to us once they arrive (please follow the return process outlined above). This scenario is essentially handled as a return: you will need to send the items back, and we will treat the date you notify us of cancellation as the start of the return process. You still have 30 days from receipt to return the products. For convenience, you may accept the delivery and then contact us to initiate a standard return, rather than refusing delivery (which can sometimes complicate tracking).

Under the Consumer Contracts Regulations, UK customers have the right to cancel an online purchase within 14 days of delivery for any reason. Our 30-day return policy extends this right, so you’re covered even beyond the statutory period. To exercise your cancellation right, simply notify us within 14 days (or within 30 days per our policy for extended returns) of receiving your order that you wish to cancel/return. We will provide instructions for return and will issue your refund as described above.

Refunds for Gifts

If you received an item from Shedora as a gift (purchased by someone else for you), our standard return policy still applies. To arrange a return, you (or the gift giver) should contact us with the order information. If a return is approved, the refund will be issued to the original purchaser’s payment method for security reasons. If that’s not ideal (for example, you’d prefer store credit or an exchange so the gift giver isn’t notified), please let us know – we will do our best to accommodate special requests, such as providing a discount code or credit for the value of the item.

Contact Us for Help

If you have any questions about our Return & Refund Policy or need assistance with a return, please don’t hesitate to reach out. We’re here to help make the process easy and fair. You can contact us at contact@shedora.co.uk or call +44 7429 920478. Our friendly support team will guide you through the return steps or answer any concerns.

Shedora
Email: contact@shedora.co.uk
Phone: +44 7429 920478
Address: 28 Alexandra Terrace, Exmouth, Devon, EX8 1BD, UK

Thank you for shopping with Shedora. We value your business and are committed to ensuring you have a positive experience, even if something isn’t quite right with your order. Your trust is important to us, and we want you to feel confident in every purchase.

This Return & Refund Policy is part of our commitment to transparent and fair service. It was last updated on May 17, 2025. We reserve the right to update this policy if needed (for example, to comply with new laws or improve our processes), so we encourage you to review it from time to time. Any significant changes will be communicated on our website.