RETURNS & REFUNDS POLICY

Verdant Lounge UK
Operated by RPV E-COMMERS LTD
Last updated: 16 October 2026

At Verdant Lounge UK, we are committed to providing premium outdoor living products and a professional customer experience.

Our collection includes garden buildings, pergolas, saunas, ice baths, outdoor kitchens, garden furniture and associated accessories. Many of our products are specially manufactured, configured or customised following an order.

Please ensure that you are satisfied with your product selection and specifications before placing an order.

This policy sets out our cancellation, return, refund and delivery-damage procedures. Nothing in this policy affects your statutory consumer rights.

1. Made-to-Order & Bespoke Products

Many products supplied by Verdant Lounge UK are manufactured, configured or customised specifically for individual orders.

Goods made to your individual specifications or clearly personalised cannot be cancelled, exchanged or returned due to a change of mind once the order has been accepted.

This includes qualifying products manufactured to individually agreed dimensions, designs, configurations, finishes or structural specifications.

Customers must carefully check all measurements, product details, finishes, optional extras and configurations before confirming their order.

Please place your order only when you are satisfied that the product and all selected specifications are correct.

Once an order for qualifying bespoke goods has been accepted, manufacturing and fulfilment arrangements may commence immediately. Subsequent changes or voluntary cancellations are at the sole discretion of Verdant Lounge UK and must be agreed in writing.

The applicable bespoke cancellation restriction will be identified before purchase.

This does not affect statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.

2. Standard Products & Change-of-Mind Returns

For products eligible for statutory cancellation, customers may cancel their order within 14 days after the day they receive the goods.

Where an order is delivered in separate consignments or components, the applicable cancellation period runs from receipt of the final delivery.

Customers must notify Verdant Lounge UK of their decision to cancel within the applicable period by emailing contact@verdantlounge.co.uk.

Following cancellation, goods must be returned within 14 days unless Verdant Lounge UK has offered to collect them.

All change-of-mind returns must be unused, complete and returned in their original packaging, including all protective materials, accessories, fittings and instructions.

Customers must ensure that goods are securely packaged and protected during return transportation.

Where statutory cancellation rights apply, reasonable inspection of goods is permitted, and the absence of original packaging alone does not invalidate those rights.

Verdant Lounge UK reserves the right to make lawful deductions from refunds where goods have been handled beyond what is reasonably necessary to inspect them and have consequently lost value.

For discretionary returns accepted outside statutory cancellation rights, unused condition and intact original packaging are mandatory unless otherwise agreed in writing.

Customers are responsible for the direct cost of returning unwanted goods where permitted by law and where the required return-cost information has been provided before purchase.

Change-of-mind returns outside the statutory cancellation period are accepted only at our discretion and must be agreed in writing.

3. Order Accuracy & Customer Responsibilities

Customers must check all product information before placing an order, including:

• Product dimensions, model and configuration

• Colours, materials, finishes and optional extras

• Delivery address and contact details

• Property access and unloading requirements

• Foundations, assembly and installation requirements

Customers are responsible for ensuring that the selected product is suitable for its intended location and that adequate delivery access is available.

For large products, please check gates, pathways, doorways, steps, turning areas and other access restrictions.

Where customer-specific measurements or specifications are supplied, these must be accurate.

Verdant Lounge UK is not responsible for errors in information supplied or approved by the customer, except where liability arises under applicable law.

4. Cancelling or Amending an Order

Please contact us immediately if you wish to cancel or amend an order.

For qualifying bespoke products, accepted orders are final for change-of-mind purposes.

For other products, applicable statutory cancellation rights remain in force.

Any voluntary cancellation or amendment outside those rights is subject to our written agreement.

Changes to specifications, quantities or delivery arrangements cannot be guaranteed once manufacturing or fulfilment has commenced.

5. Delivery Inspection & Damage Reporting

Customers must inspect their delivery promptly and report any visible damage, broken items, missing components or delivery discrepancies to Verdant Lounge UK within 24 hours of delivery.

Reports must be sent to contact@verdantlounge.co.uk.

Please provide:

• Your order number and delivery date

• A description of the damage or discrepancy

• Clear photographs of the affected goods

• Photographs of the packaging and delivery labels

• Details of any missing or incorrect components

All packaging, damaged items, components and delivery documentation must be retained until further instructions are provided, unless disposal is necessary for safety.

Visible damage should be recorded with the delivery carrier where practicable.

Late notification may affect the availability of evidence and our ability to investigate delivery-related issues.

The 24-hour reporting procedure does not restrict statutory rights relating to faulty, damaged, incomplete or incorrectly supplied goods.

6. Damaged, Faulty or Incorrect Goods

If your order arrives damaged, faulty, incomplete or incorrect, please contact us promptly.

We may request photographs, further product information or a reasonable inspection to assess the issue.

Where goods do not conform to the contract, Verdant Lounge UK will provide the remedy required under applicable UK consumer law. Depending on the circumstances, this may include repair, replacement, a price reduction or refund.

Where we are legally responsible for returning or collecting goods, we will cover the reasonable associated costs.

We are not responsible for damage caused solely by misuse, accidental damage after delivery, improper maintenance, unauthorised modifications or unsuitable installation for which we are not legally liable.

7. Original Packaging & Return Conditions

Customers must retain all original packaging, protective materials, fittings and supplied components until they are satisfied with their purchase.

All returned goods must be complete, securely packaged and adequately protected for transport.

For change-of-mind returns, goods must be returned unused and in their original packaging with all relevant accessories, fittings and instructions, subject to statutory cancellation rights.

For large, heavy or fragile products, appropriate protective packaging is essential to prevent damage during collection or transit.

For discretionary returns accepted outside statutory cancellation rights, goods must be unused, complete and in their original packaging unless otherwise agreed in writing.

Where statutory cancellation rights apply, missing original packaging alone does not invalidate those rights.

However, Verdant Lounge UK reserves the right to make any deduction permitted by law where goods have been handled beyond what is reasonably necessary to inspect them and have consequently lost value.

Customers are responsible for arranging suitable packaging and return transport where they bear the return responsibility.

8. Return Shipping & Specialist Collection Charges

For eligible change-of-mind returns, customers are responsible for the direct cost of returning the goods, where legally permitted.

Large, heavy or specialist-delivered products, including garden buildings, pergolas, saunas, ice baths, outdoor kitchens and large furniture sets, may require professional collection and transportation.

The estimated cost of specialist return collection is £800–£2,000, depending on the size and weight of the goods, number of pallets, collection postcode, access requirements and prevailing transport charges.

The actual cost may be higher or lower where the circumstances of the return differ from those covered by this estimate.

Where Verdant Lounge UK arranges collection, the applicable charge will be confirmed before booking and may be deducted from the refund where permitted by law.

Customers must ensure that returned goods are complete, securely packaged and appropriately prepared for collection. Original packaging and protective materials must be retained and used wherever available.

Our registered office is not a returns address. Please contact us for return instructions.

Where goods are faulty, damaged or incorrectly supplied, return costs will be handled in accordance with statutory rights.

9. Delivery Access & Failed Deliveries

Customers must provide accurate delivery details and disclose any known access restrictions before delivery.

For large or specialist-delivered items, suitable access must be available for the agreed delivery method.

Where delivery cannot be completed because of inaccurate information, unsuitable access or an unjustified failure to accept an agreed delivery, reasonable additional delivery, storage or redelivery charges may apply where properly disclosed and legally recoverable.

No such charges will apply where the failure is attributable to Verdant Lounge UK or where charging would conflict with statutory rights.

10. Assembly, Installation & Site Preparation

Certain products require appropriate foundations, site preparation, professional installation or utility connections.

Unless expressly included in the order, these works are the customer's responsibility.

Customers must ensure that the intended location is suitable for the product and that any necessary preparation is completed before delivery or installation.

Products must be assembled, installed, operated and maintained in accordance with the supplied instructions.

If damage, missing components or a suspected defect is identified during installation, please stop the affected work where continuing could cause further damage or create a safety risk, and contact us promptly.

Where installation or other services are purchased from Verdant Lounge UK, the applicable statutory cancellation provisions for services apply.

Any charge for services started during a statutory cancellation period is subject to the necessary customer consent, pre-contract information and applicable law.

11. Refunds

For products made to the customer's individual specifications or clearly personalised, accepted orders are non-refundable for change-of-mind reasons.

For other products, refunds will be processed in accordance with applicable statutory cancellation rights.

For valid statutory change-of-mind cancellations, the refund will include the price paid for the cancelled goods and any original standard delivery charge that must be refunded by law.

Additional charges for premium or upgraded delivery services are non-refundable beyond the applicable standard delivery charge.

Customers are responsible for the direct cost of eligible change-of-mind returns, including specialist collection charges where applicable and legally recoverable.

Where we have not offered to collect the goods, we may withhold reimbursement until we receive the returned goods or acceptable evidence that they have been sent back, whichever occurs first.

Refunds will be made without undue delay and within the applicable statutory deadline.

Where we have not offered collection, this is generally within 14 days of receiving the goods or acceptable evidence of return, whichever occurs first.

Where we have offered collection, reimbursement is generally due within 14 days after we are informed of the cancellation.

Any lawful deduction for diminished value will be explained.

Refunds will normally be made to the original payment method unless otherwise agreed.

Refunds for faulty or non-conforming goods will be handled in accordance with statutory rights.

12. Exchanges

We do not guarantee direct exchanges for change-of-mind purchases.

Where appropriate, an eligible product may be returned in accordance with this policy and a separate order placed.

This does not affect statutory rights to repair or replacement.

13. Product Warranties

Selected products are supplied with additional commercial warranties.

Warranty coverage and duration vary according to the product and will be specified in the relevant product information or warranty documentation.

Customers must follow all applicable care, maintenance, assembly and operating instructions.

Commercial warranties may exclude damage caused by misuse, neglect, improper maintenance or unauthorised modifications, subject to the warranty terms and applicable law.

Commercial warranties are additional to statutory consumer rights.

14. Your Statutory Rights

Nothing in this policy excludes or restricts your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

15. How to Contact Us

For cancellations, returns, delivery issues or warranty enquiries, contact:

Verdant Lounge UK
Operated by RPV E-COMMERS LTD

Email: contact@verdantlounge.co.uk
Telephone: 0330 122 4855
Mobile: 07932 485554

Registered in England and Wales
Company Number: 16303131
Registered Office: 128 City Road, London, EC1V 2NX

Our registered office is not a returns address.

16. Model Cancellation Form

If you wish to exercise a statutory cancellation right, you may email us a clear statement or use the following form.

To: Verdant Lounge UK
Email: contact@verdantlounge.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number:

Product(s):

Ordered on:

Received on:

Customer name:

Customer address:

Signature (only if submitted on paper):

Date: