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Return to shopRefund and Returns Policy
This Refund & Return Policy explains the procedures, conditions, and customer rights relating to returns, exchanges, cancellations, and refunds for purchases made through ShedEmpire (https://shedempire.co.uk).
We aim to provide a straightforward and transparent returns process while ensuring that all requests are handled fairly and in accordance with applicable UK consumer protection laws.
1. Return Eligibility
Customers may request a return within 30 days of receiving their order, subject to the conditions outlined in this policy.
To qualify for a standard return:
The item must be unused and in its original condition.
The product must be returned with all supplied components, accessories, and assembly instructions.
Original packaging should be retained wherever reasonably possible.
Proof of purchase, such as an order confirmation or receipt, must be provided.
The return must be requested within 30 days of delivery.
These conditions apply to our voluntary 30-day returns policy and do not limit your statutory consumer rights.
2. How to Request a Return
To initiate a return, please contact our customer support team:
Email: Support@shedempire.co.uk
Include the following details:
Your full name
Your order number
The email address associated with your purchase
The product you wish to return
The reason for your return
Photographs of the item, if it is damaged, defective, or incorrect
Our support team will review your request and provide the appropriate return instructions.
Please do not send products back without first contacting our support team to obtain the correct return address and instructions. This does not affect your statutory rights.
3. Change of Mind & Cancellation Rights
If you change your mind about a purchase, you may request a return under our 30-day returns policy.
For most online purchases, UK consumers also have a statutory right to cancel within 14 days after receiving their goods, without providing a reason, subject to applicable exceptions.
To exercise this statutory right, you must notify us of your decision to cancel within the 14-day cancellation period. You then have a further 14 days to return the goods.
Where statutory cancellation rights apply, refunds will be processed in accordance with the Consumer Contracts Regulations 2013.
Our voluntary 30-day return period provides additional flexibility and does not replace your statutory cancellation rights.
4. Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact us as soon as reasonably possible.
Send an email to Support@shedempire.co.uk with your order number, a description of the issue, and supporting photographs where available.
Depending on the circumstances and your statutory rights, we may offer:
A replacement product
Replacement components or accessories
A repair where appropriate
A partial refund if agreed
A full refund when legally required
Where goods are faulty, not as described, or not of satisfactory quality, your rights under the Consumer Rights Act 2015 apply.
These rights may include a 30-day short-term right to reject qualifying faulty goods for a refund and further remedies beyond that period.
5. Return Shipping Costs
Return shipping responsibilities depend on the reason for the return.
Change-of-Mind Returns: Customers are responsible for the direct cost of returning unwanted products under our voluntary returns policy. This also applies to statutory cancellation returns where we have informed customers of their responsibility for return costs.
Damaged, Faulty or Incorrect Products: ShedEmpire will cover reasonable return shipping costs where required by applicable consumer law.
Because garden sheds and outdoor storage units may be large or heavy, return shipping arrangements should be discussed with our support team before arranging transportation.
6. Refund Processing
Once your returned product has been received, we will review its condition and confirm the outcome of your return request.
For approved voluntary returns, refunds are generally issued to the original payment method.
Refund processing time: We aim to process eligible refunds within 3–5 business days following approval, where possible.
Your bank or payment provider may require additional time to make the funds available.
For statutory cancellations, refunds will be made within the legally required timeframe, generally no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent back.
Where applicable, statutory cancellation refunds also include the original standard delivery charge. Additional charges for premium delivery options are not refundable beyond the cost of standard delivery.
7. Non-Returnable Items
Certain products may be excluded from our voluntary 30-day returns policy, including:
Products made to the customer’s specifications or clearly personalised
Items significantly modified or damaged by the customer
Products missing essential components due to customer handling
Products returned outside the applicable voluntary return period
These exclusions do not override statutory rights relating to faulty, misdescribed, or otherwise non-conforming goods.
Custom-made or personalised items may also be exempt from statutory change-of-mind cancellation rights, where applicable.
8. Exchanges
If you wish to exchange a product for another model, size, or variation, please contact our customer support team.
Exchanges are subject to product availability and the eligibility of the original purchase for return.
Where a direct exchange is unavailable, you may need to return the original item and place a new order.
Any applicable price differences or shipping charges will be communicated before proceeding.
9. Order Cancellations
If you wish to cancel an order before dispatch, please contact us as soon as possible at Support@shedempire.co.uk.
If your order has not yet been dispatched, we will attempt to cancel it and arrange a refund.
If the order has already been dispatched, you may need to follow the applicable return or statutory cancellation procedure after delivery.
Your statutory cancellation rights remain unaffected.
10. Refunds Not Received
If your refund has been confirmed but has not yet appeared in your account:
Check the payment method originally used for the purchase.
Contact your bank or payment provider to confirm whether the refund is pending.
Allow for any applicable bank processing time.
If the refund is still missing, contact Support@shedempire.co.uk with your order number.
Our support team will review the refund status and assist you accordingly.
11. Your Statutory Consumer Rights
This policy operates alongside your rights under applicable UK legislation, including:
Consumer Rights Act 2015
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Nothing in this policy is intended to restrict or exclude any consumer rights that cannot legally be limited.
12. Contact Information
For questions concerning returns, refunds, exchanges, or cancellations, please contact:
ShedEmpire
Operated by SHEDS ALIVE LIMITED
Company Number: 11297589
Registered Office Address:
1 Peach Street
Wokingham
Berkshire
RG40 1XJ
United Kingdom
Email: Support@shedempire.co.uk
Phone: +44 7752045063
Website: https://shedempire.co.uk
Preferred Contact Method: Email
Due to the high volume of enquiries, email is preferred for transparency and a clear written record.
Important: The registered office address is not automatically the designated returns address. Customers should contact our support team for the appropriate return location and instructions.