RETURNS, EXCHANGES AND REFUNDS POLICY

RETURNS, EXCHANGES AND REFUNDS POLICY

Ardenwood 27 Old Gloucester Street, London, England, United Kingdom, WC1N 3AX

E-mail: hello@ardenwood.co.uk

Website: www.ardenwood.co.uk 

Last updated: 18 March 2026

OVERVIEW

This Returns, Exchanges and Refunds Policy sets out your rights and Ardenwood's procedures in relation to cancellations, returns, exchanges, and refunds for purchases made on www.ardenwood.co.uk.

This Policy is governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this Policy shall limit or exclude your statutory rights as a consumer.

YOUR STATUTORY RIGHT OF CANCELLATION

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order without giving any reason within 14 calendar days of the day on which you, or a third party nominated by you other than the carrier, physically receives the goods ("Cancellation Period").

To exercise your right of cancellation, you must inform Ardenwood of your decision by means of a clear, unequivocal statement — such as an email or letter — before the expiry of the Cancellation Period. You may contact us at:

● E-mail: hello@ardenwood.co.uk.

You may use the Model Cancellation Form provided in the Annex to this Policy, though use of that form is not mandatory.

To meet the cancellation deadline, it is sufficient that your communication is despatched before the expiry of the Cancellation Period.

RETURN CONDITIONS

Products returned under the statutory right of cancellation must meet the following conditions:

● The product must be in its original, undamaged packaging;

● The product must be unused and in the same condition as when received.

You must return the product to us within 14 calendar days of the date on which you notified us of your decision to cancel.

You are responsible for ensuring that the returned product is packaged securely to prevent damage during return transit.

Assessment of diminished value: In accordance with Regulation 34(9) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you are liable for any reduction in the value of the goods resulting from handling beyond that which is necessary to establish the nature, characteristics, and functioning of the goods. Upon receipt of your returned item, we will assess its condition for the sole purpose of determining whether any diminished value deduction applies to your refund. This assessment does not constitute a condition for the exercise of your right of cancellation, which remains available to you unconditionally throughout the Cancellation Period.

RETURN PROCEDURE

To initiate a return, please follow the steps below:

● Contact us at hello@ardenwood.co.uk within 14 calendar days of receiving your order, providing your order number, the product or products you wish to return, and the reason for the return;

● Await our written confirmation and return instructions, which will be sent to you by email;

● Pack the product securely in its original packaging;

● Despatch the product to the return address provided in our instructions within 14 calendar days of your cancellation notification;

● Retain proof of posting.

We recommend using a tracked and insured postal service for all returns. Ardenwood cannot accept liability for parcels that are lost or damaged in return transit.

COST OF RETURNS

The cost of returning goods to us is borne by you, except where the return arises from a defective, damaged, or incorrectly supplied product, in which case Ardenwood will arrange and bear the full cost of return.

We recommend using a tracked postal service, as we cannot accept responsibility for items lost or damaged during return transit.

PRODUCTS NOT ELIGIBLE FOR RETURN

Under Regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the following products are exempt from the right of cancellation:

● Products that have been unsealed after delivery and that cannot be returned for reasons of hygiene or health protection, where they were sealed at the time of supply;

● Products that have been made to your specification or clearly personalised.

In addition to the statutory exclusions above, a return may not be accepted under this Policy where:

● The product has been used in a manner consistent with ownership rather than mere inspection, reducing its value as assessed under the diminished value clause above;

● The product is returned without its original packaging;

● The product has been damaged as a result of misuse, improper handling, or neglect by the customer.

For the avoidance of doubt, the circumstances described above are relevant solely to the assessment of whether a diminished value deduction applies, or whether a product falls outside the scope of this Policy's return conditions. They do not constitute conditions for the exercise of your statutory right of cancellation under Section 2.

EXCHANGES

We accept exchange requests subject to the following conditions:

● The exchange request must be submitted to us at hello@ardenwood.co.uk within 48 hours of receiving your order;

● The product must be unused and in its original, undamaged packaging;

● Exchanges are available for the same product (in the event of a manufacturing defect or delivery error) or for an alternative product of equivalent price;

● We accept exchanges in the following circumstances: manufacturing defect, product not matching the description on the Website, delivery of an incorrect product, or customer dissatisfaction with the product received.

The cost of returning the original product in exchange is borne by the customer, unless the exchange is necessitated by a defect or delivery error, in which case Ardenwood will bear the return and re-delivery costs.

Exchange requests received after the 48-hour window described above will be considered at our sole discretion and may not be accepted.

REFUNDS

Upon receipt and inspection of your returned product, we will process your refund without undue delay and, in any event, within 14 calendar days of the date on which we confirm your entitlement to a refund.

Refunds will be issued using the same payment method used for the original purchase, unless an alternative arrangement has been agreed with our customer support team.

Where a diminished value deduction is applied, we will notify you in writing of the amount of the deduction and the resulting adjusted refund amount before the refund is processed.

We will refund the full price of the returned product, including any standard delivery charges paid at the time of the original order.

DEFECTIVE OR NON-CONFORMING GOODS

Under the Consumer Rights Act 2015, goods sold by Ardenwood must be of satisfactory quality, fit for purpose, and as described.

If your goods are defective, arrive damaged, or do not conform to the description provided on the Website, you are entitled to the following remedies under the Consumer Rights Act 2015:

● Within 30 days of delivery: the short-term right to reject the goods and receive a full refund, under Section 22 of the Consumer Rights Act 2015;

● After 30 days and within 6 months of delivery: the right to repair or replacement as a first remedy; where repair or replacement is not possible, is disproportionate, or fails within a reasonable time, you are entitled to a price reduction or a full refund;

● After 6 months and up to 6 years from delivery: you retain the right to pursue a remedy, subject to your ability to demonstrate that the defect existed at the time of delivery.

To report a defective or non-conforming product, please contact us at hello@ardenwood.co.uk, quoting your order number, a description of the defect, and, where possible, photographic evidence of the issue.

CHANGES TO THIS POLICY

We reserve the right to update this Policy at any time. The current version will always be available on the Website, identified by the date of last update shown at the top of this document.

ANNEX — MODEL CANCELLATION FORM

(Complete and return this form only if you wish to cancel your contract)

To: Ardenwood  I  hello@ardenwood.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on: _______________

Received on: _______________

Order number: _______________

Name of consumer(s): _______________

Address of consumer(s): _______________ 

Date: _______________

You may submit this form by email to hello@ardenwood.co.uk or via our Contact page at www.ardenwood.co.uk/pages/contact-us. Our support team will reply with further instructions, including the confirmed return address for your order.

CONTACT

For all returns, exchange, and refund enquiries, please contact us:

E-mail: hello@ardenwood.co.uk.

Address: 27 Old Gloucester Street, London, England, United Kingdom, WC1N 3AX

Website: www.ardenwood.co.uk