Refund policy
When you shop at www.ksbgreenhouse.co.uk, you have the right to return your purchase within 14 days. If you want to return products, you must inform us in writing. You must send an email no later than 14 days after you received your products.
If you choose to return products, it is your responsibility to contact a transport company and pay the return transport costs.
KSB Greenhouse offers guarantees in relation to the products it manufactures, which vary in length depending on the product in question, and such guarantees are stated in the catalogue and/or on the assembling manual. During the guarantee period, KSB Greenhouse warrants that the relevant goods will be free from material defects in quality and workmanship, and that they will correspond to their specification. The guarantees do not affect your statutory rights.
For the avoidance of doubt, KSB Greenhouse shall not be liable for any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence, use otherwise than as recommended by KSB Greenhouse, failure to follow the manufacturer’s instructions, or any alteration or repair carried out without the approval of KSB Greenhouse.
Any claim by you that the goods are defective or fail to correspond with their description shall be notified to KSB Greenhouse in writing at the following address (hello@ksbgreenhouse.com) as soon as possible after delivery or (where the defect was not apparent on reasonable inspection) within seven days of discovery of the defect. If you do not notify us of your claim within a reasonable period and in writing as stated above, you shall not be entitled to reject the goods and we shall have no liability for the defect or failure.
Upon receipt of your claim KSB Greenhouse shall arrange for inspection of the rejected goods. KSB Greenhouse shall collect any faulty or incorrect goods, and shall either, at its option, refund the full price, or replace the goods. If it is possible to repair or alter the goods so that they do conform to their specification and warranted quality standards within a reasonable time period, then KSB Greenhouse may choose to so repair or alter them.
If you for some reason or other refuse to accept receipt of the products you have ordered, we reserve the right to deduct the price of return transport costs from the amount we return to you after safe receipt of the returned products.
If you have received damaged products, please contact us immediately after you open your parcel.
You must always send the original packaging when returning products.
Undamaged original packaging constitutes an important part of the value of a product and the original packaging contains important information relevant to the return of your products.
Your right to return within 14 days is valid from the day you receive your products.
After you have received your products, you may only handle them in such a way necessary to determine the product type, product abilities and way it functions.
Make sure the return products are safely packaged in the original packaging. Original packaging must always be returned together with your return products.
Return products must be transported to:
KSB GREENHOUSE LTD, Unit 5, Upper Moorend Farm, Mamble, Kidderminster, Worcestershire DY14 9JD, United Kingdom
Ksb Greenhouse does not accept return products which are irresponsibly or poorly packaged, used, destroyed, incomplete and unsellable.
We expect you to send the return products as soon as possible and latest 14 days after you have sent us your return form.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@ksbgreenhouse.co.uk / +44 7745599466
The amount will be transferred using the same payment method as you did when purchasing the products.
You may lose your purchase amount partially or fully if the value of the product has been reduced due to e.g.:
- You have unpacked the product
- The original packaging is missing or destroyed
- You have used the product
- The product has been damaged, while it was in your possession
- You have handled the product beyond what was necessary to determine the features and functionality of the product
- You have not followed the exceptions of the return right, which are relevant to that specific type of product
Important: Avoid unpacking a product if you wish to return it. If a product has been unpacked it may result in a reduction of the amount we refund.
Exceptions / non-returnable items*
Certain types of items cannot be
returned, custom products, special order items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Please contact our customer service department if you have questions or e-mail hello@ksbgreenhouse.co.uk
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Installation
We highly recommend our professional team for assembling polycarbonate greenhouses, greenhouse installation, replacement and restoration services in order to achieve best results from our products.