Returns, Refunds & Installation Policy
14-Day Return Policy
You may return most items within 14 days of delivery for a refund, provided they are in original condition and packaging. Please note that:
- Returns must be authorised in advance – please contact us to arrange a return.
- Photos used may include props not included – always refer to product descriptions.
- Items that are assembled or no longer in original condition cannot be returned.
Items That Cannot Be Returned
- Bespoke items (including glass verandas and glass-only orders)
- Customised or personalised goods
- Commercial orders
- Products no longer in original packaging or condition
- Goods assembled or altered in any way
Faulty or Damaged Goods
Damage must be reported before assembly. We cannot accept responsibility for faults identified after assembly is complete. For any damaged or defective items:
- Contact us within 24 hours of delivery
- Include photos of the damage prior to installation
- Replacement parts will be sent free of charge
Pergola-Specific Notes
All pergola orders must be inspected before building. If you find damage after assembly, no replacements will be issued. When returning pergolas due to change of mind:
- Returns must be made using original packaging and pallet
- A return handling fee of £200 applies
- If unsure on quality, you may inspect the delivery with the courier present and refuse delivery on the spot
Glass Products & Bespoke Orders
These items are non-refundable:
- Glass room verandas
- Glass sliding doors
- Any bespoke or made-to-measure item
50% deposit is required upon order and is non-refundable after 48 hours. Please confirm measurements and suitability before placing your order.
Installation Services
Where installation is purchased from Blakesleys and included in the written quotation, Blakesleys will arrange the service through experienced installation teams, which may include contractors. This does not affect the customer’s statutory rights. Where Blakesleys only introduces an independent installer and the customer contracts and pays that installer directly, the installer’s own quotation and terms will apply. If you choose to use our suggested installers:
- They will contact you for a site survey and quote
- Installation charges are shown in the Blakesleys quotation when installation is purchased from Blakesleys. Charges are agreed directly with an installer only where the customer enters into a separate contract with an independently recommended installer
- Groundwork must be prepared in advance; installers may refuse to proceed if conditions are unsafe
If you arrange your own fitter, Blakesleys is not liable for the installation or any resulting damage.
Return Shipping & Packaging
- Returns for change of mind are at the customer’s cost
- We do not accept returns of unpackaged items – please retain original boxes and pallet
- If original packaging is unavailable, source alternative protective material (e.g. bubble wrap)
Refunds
- Refunds are processed within 1–3 business days after the item is received and inspected
- If your card has expired, please contact us to update details
- We refund original delivery charges only if:
- The item is faulty or damaged
- The full order is returned within 14 days
- There was an error in dispatch
- Return shipping fees will be deducted from the refund where applicable
- If items are returned damaged or incomplete, up to 50% of the item value may be deducted
Contact for Returns
To start a return, please contact us at support@blakesleys.com with your order number, reason for return, and photos if relevant.
