As all Products designed and manufactured by Heritage Garden Studios are made-to-order, to customer specifications, they are exempt from cancellation rights. 

The customer may cancel an order and receive a full refund up to 35 calendar days before the scheduled installation date. For the avoidance of doubt, the scheduled installation date is the week commencing date indicated on the most recent Sales Order Confirmation sent to the customer. 

If the customer wishes to cancel an order within 35 calendar days of the scheduled installation date the following charges will be incurred; 

  1. Within 35-14 days of the scheduled installation date: 10% of the total sales price; 
  2. Within 14-10 days: 30% of the total sales price; 
  3. Within 10 days: 50% of the total sales price. 
  4. If the customer cancels an order once the base has been laid they will forfeit the total sales price in full unless an alternative agreement has been confirmed between the customer and Heritage Garden Studios Ltd



Once your cancellation is accepted we will send you an email to notify you. 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.

Late or missing refunds

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 {email address}.

Sale items

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


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 designmy@heritagegardenstudios.com and send your item to: Wildthorpe House, Main Street, cadeby, Doncaster, DN5 7SR


Shipping returns

To return your product, you should mail your product to: Wildthorpe House, Main Street, cadeby, Doncaster, DN5 7SR

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at designmy@heritagegardenstudios.com for questions related to refunds and returns.