Returns and Refunds

The returns and refunds faq section answers your key questions about returning items and receiving refunds. If you need to return a product, this section covers the necessary steps, from checking return eligibility to initiating the process. Learn what items qualify for returns, what timeframes you need to keep in mind, and how long it typically takes to process your refund. Whether you’re dealing with a defective item, a wrong order, or have changed your mind, these faqs provide clear guidance on how to handle the situation. With these answers, you’ll navigate returns smoothly, ensuring you get your refund or replacement as quickly as possible without hassle.

  • Q What should I do if I receive a faulty or damaged item?
    A

    If you receive a faulty or damaged item, please contact us immediately at info@pathandpatio.co.uk or 01626 337 760. We will arrange for a return or exchange at no additional cost to you. Be sure to include your order number and details about the damage.

    • Q Do I need to provide proof of damage?
      A

      Yes, please provide photographs of the damaged item and the packaging. This helps us process your claim faster and determine the next steps.

    • Q How long does it take to get a replacement for a faulty item?
      A

      Once we verify the issue, we will send a replacement within 5–7 business days. Shipping times may vary depending on your location, but we will keep you updated throughout the process.

    • Q Can I keep the faulty item after receiving a replacement?
      A

      In most cases, we will ask you to return the faulty item using a prepaid shipping label. However, if the item is low in value or unrepairable, we may allow you to keep it while still receiving a replacement.

  • Q How long does it take to process a refund?
    A

    Once we receive your returned item and verify that it’s in its original condition, we will process your refund within 5–7 business days. The refund will be issued to the original payment method. Depending on your bank, it may take additional time for the refund to appear in your account.

    • Q How will I receive my refund?
      A

      Refunds will be processed back to the original payment method used for the purchase. If you paid via credit card or PayPal, the refund will be sent to the same account.

    • Q What should I do if I haven’t received my refund yet?
      A

      If you haven’t received your refund after 7 business days, first check with your bank or credit card company as processing times can vary. If the issue persists, contact us at info@pathandpatio.co.uk or 01626 337 760, and we’ll look into it.

    • Q Can I exchange an item instead of getting a refund?
      A

      Yes, if you prefer an exchange instead of a refund, please let us know when you contact us to initiate the return. We will arrange the exchange once we receive the returned item.

  • Q What is Path and Patio’s return policy?
    A

    At Path and Patio, we offer a 30-day return policy. If you’re not satisfied with your purchase, you may return the item within 30 days of receipt for a full refund or exchange, provided the item is in its original condition and packaging. Please note that custom orders or personalised products are non-returnable unless faulty. For more details, contact us at info@pathandpatio.co.uk or 01626 337 760.

    • Q How do I request a return?
      A

      To request a return, please contact our customer support team at info@pathandpatio.co.uk or 01626 337 760. Provide your order number and the reason for the return, and we will guide you through the process.

    • Q Are there any products that are non-returnable?
      A

      Yes, custom-made products, personalised items, and certain perishable goods are non-returnable unless they are faulty or damaged. Please review our full return policy on the product page before making a purchase​.

    • Q How long do I have to return an item?
      A

      You have 30 days from the date you received your order to request a return. Ensure that the product is in its original condition and packaging to be eligible for a refund.

    • Q Will I have to pay for return shipping?
      A

      Return shipping costs are the responsibility of the customer unless the item was faulty or incorrect upon delivery. If the return is due to an error on our part, we will cover the return shipping cost.