Overview

There will be a 25% restocking fee on all items that are being returned, unless buyer is purchasing items of equal or greater value to original order. If the goods were delivered and need to be collected from the customer, a collection charge will apply.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t guarantee you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in any original packaging. Please note, the majority of fencing materials are natural products so may alter in size/shape – to complete your return, we require a receipt or proof of purchase.

Please do not deliver your items back to use, without contacting us prior, to arrange how to return the items

We reserve the rights to not offer a refund on the following:

  • Items that have been cut by customer
  • Items that have been damaged by customer
  • Items that were sold as “Bulk bags” and require the use of a crane
  • Special orders for eg. Non-stock items/ artificial grass etc
  • Timber which has been machined/planed/cut down to customer’s specification

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@stonegatefencing.co.uk

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@stonegatefencing.co.uk