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Delivery & Returns Policy

The following is for guidance only and does not affect the Terms and Conditions.

DELIVERY POLICY

Our standard delivery charge is £4.95 per order, no matter how many items it contains.
Some items carry a surcharge to cover additional costs incurred for carriage. Details of any extra charges are specified in the product description and illustrated by a truck symbol on the product page and an * next to the item in your shopping basket.

Delivery time
We aim to deliver all goods from stock within 4-7 working days (unless highlighted as longer on specific products).
We guarantee to deliver all orders within 28 days from receipt of order. Note payment is not debited from your card until the goods are ready for despatch, except in the case of direct despatch products where payment is debited at the time of order.
If for any reason we are unable to deliver within this time we will notify you and will only proceed with an order with your agreement. In the event of a product being out of stock for a period longer than 28 days you will be given the opportunity to substitute for an alternative product or cancel your order.

Delivery address
We can deliver to any Mainland UK address. The majority of deliveries will be made on a Monday to Friday (except Bank Holidays) and will require a signature on delivery.
For your security we require the card holder's address on your order, but for convenience you may use an alternative delivery address with day time access.
We reserve the right to use Royal Mail to deliver small orders weighing less than 1kg. This service takes 1-7 days.
We regret that at present we are unable to offer an express delivery, Saturday delivery or deliver outside of mainland UK .

Order and delivery procedures
The majority of goods are shipped from our central warehouse; however some products are shipped from other locations and in these cases you may receive more than one delivery.

IMPORTANT: When signing for the delivery, if there is any damage to the box at all please sign for as "damaged" or do not accept the delivery. All items damaged in transit must be notified to us by calling 01234 744 823 or sending an email to delivery@monarchgardens.co.uk within 48 hours of delivery. Failure to do this may result in the item not being replaced.

When you place an order via monarchgardens.co.uk you will receive a confirmation e-mail. This e-mail does not constitute acceptance amounting to a contract; acceptance takes place when the product is despatched, until which time we are entitled to withdraw the offer.
We will not be liable for any loss caused to you by late delivery and will not be liable for any loss or damage to goods once they have been delivered in accordance with your delivery instructions.

RETURNS / CANCELLATION POLICY

We hope you will be completely happy with your purchase, however if for any reason you are not entirely satisfied you may cancel your order and return the item.

If you have just placed an order online and have made an error or need to cancel, please contact our customer service department with your transaction reference number on customerservice@monarchgardens.co.uk immediately, or call 01234 744 823 (available Monday - Friday, 8.30am - 5.30pm, except bank holidays) so that your order can be amended or cancelled before the goods are despatched.

Procedure for returning UNWANTED ITEMS / CANCELLED orders:

1. Once the goods have been despatched, if you wish to cancel your order you are required to notify us in writing to:
Returns Dept., Monarch Gardens, Unit E, Wilstead Industrial Park , Bedford , MK45 3PD
within seven days of receipt of the goods. Please supply order reference number, delivery date, name, address and telephone details.

2. A refund will be made for the price paid for the product and delivery P&P (for entire orders) but not return P&P. This will be credited to the account that was debited for the purchase within 30 days of receipt of your notification.

3. Please retain evidence such as a certificate of posting. You are expected to take reasonable care of the goods whilst in your possession and promptly return within 28 days securely packaged (along with any gift supplied as a result of the order). For your protection we recommend a recorded delivery service.

NOTE: The item should be returned within 28 days and in its original condition and packaging to qualify for a full refund. Any free gift received as a result of making this purchase must also be returned or the equivalent cost of the item will be deducted from your refund.

Procedure returning for FAULTY / INCORRECTLY SUPPLIED goods:

All goods are carefully checked before despatch, but in the event of an item being defective or incorrectly supplied please return following the procedures below for a full refund.

1. Please contact our customer service team on 01234 744 823 or email returns@monarchgardens.co.uk for a Returns Reference Number. In the case of large or heavy items that need to be collected this should be arranged with customer services.

2. Securely package the item (along with any free gift that came with it, if applicable) and post to:
Returns Dept, Monarch Gardens, Unit E, Wilstead Industrial Park , Bedford , MK45 3PD
We recommend you use a recorded delivery service.

3. Please include a note with your Returns Reference Number, your name, address and telephone number, along with details of the products defect and if you require a credit or exchange for the item.

This returns policy does not affect your statutory rights.

For further information please see our full Terms and Conditions.