Cancellation, Refunds & Returns

Jack’s team endeavours to provide you with the best shopping experience possible. We are here to help. Should anything go wrong, we will make every effort to resolve the issue promptly and effectively. However, should the problem be unsolvable and the need arises to cancel or return your order, please contact customer services on 0117 360 0505 or by emailing [email protected]

We want you to be happy with your purchase. If, for whatever reason, this is not the case, you may return the item within 14 days from the date of purchase. If you wish to return a product that is not faulty or damaged, maybe it is just unsuitable, you will be liable for the charges incurred in sending the product back. The product must be returned in the original packaging in the same condition as received and able to be resold.

If required, there may be a re-packing or re-stocking charge. Refunds are issued once the product has been returned to the supplier. All products will be inspected once returned and further charges may be incurred for goods not returned in a saleable condition.

Do not automatically send the item directly to our main address as it may need to go back to the manufacturer. Please contact us and we will talk you through the process.

We will not accept Returns or Cancellations if the product is not able to be returned in its original condition and packaging. This does not apply to damaged item returns.

If you are in any way dissatisfied with your purchase you must inform us before you assemble it. Once assembled we are unable to offer a collection or refund.

Should a self-assembled item prove to be faulty and a replacement offered, in certain situations it may be necessary to return the faulty item. It is the customer's responsibility to disassemble and package the item for collection.

Transit damages and shortages must be notified within 48 hours of receipt.

Please note some of our suppliers will not collect the damaged items they are replacing.

Before you spend money in having your purchase treated or assembled, please make sure you are happy with it. It is sold as a self assembly item and we are therefore not liable for these costs if you subsequently discover an issue.

Some products may not look exactly like the photo on our website. We will not be liable for any changes in their appearance. For example, timber products that are pressure treated can often have a greenish tint. This will fade with time. Sometimes you will get some light air cracks appearing - this is normal as timber is a natural product. It will not affect its structural stability. 

This does not affect your statutory rights as a consumer.

For further information regarding all aspects of Jack’s Garden Store’s contracts with customers please see our full Terms and Conditions