Refund policy

Cancelling your order

If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Once you have told us you are cancelling, you have a further 14 days to return the goods to us.

How to start a return

Email contact@fenceway.co.uk with your order number and what you would like to return. We will confirm the return address and how to send the goods back. Please don't send anything back before contacting us, as returns sent without notice may be delayed.

Condition of returned goods

To qualify for a full refund, goods must be unused and uninstalled, in their original condition and packaging where possible, and suitable for resale. If goods are returned in a reduced condition because they have been handled more than was necessary to check them, we may reduce the refund to reflect the loss in value.

Return costs

You are responsible for the cost of returning goods to us unless the goods are faulty, damaged in transit or were supplied incorrectly. Because fencing panels, posts and timber are bulky, return carriage can be significant. Please contact us first and we will advise the most sensible option.

Damaged, faulty or incorrect goods

Please inspect your delivery as soon as it arrives. Report any shortages, damage or defects within 48 hours to contact@fenceway.co.uk, with photographs where possible. We will arrange a replacement, a repair or a refund at no cost to you. This does not affect your statutory rights under the Consumer Rights Act 2015.

Items we can't accept back

• Made-to-measure products
• Custom or bespoke orders
• Special-order items obtained specifically for you
• Goods damaged after delivery through misuse, neglect or improper installation

Natural variation in colour, size, texture and appearance in hazel, willow and timber products is normal and is not a defect.

Refunds

Refunds are processed within 14 days of us receiving the returned goods, or of you providing evidence that they have been sent back. Refunds are made to the original payment method. Where you cancel an entire order, we refund the standard delivery charge you paid. Where you chose an upgraded delivery service, we refund the standard rate only.

Questions

Email contact@fenceway.co.uk and we will help.