Returns & refunds

Last updated: 19 October 2026

Our compost comes on a pallet by lorry, so returns work a little differently from parcels. This page explains how. It doesn't affect your statutory rights. It sits alongside section 5 of our terms.

Changed your mind? (14-day cancellation)

• If you bought online as a consumer, you can cancel within 14 days of the day your pallet is delivered. You don't need to give a reason. Tell us by email at paul@gardensoils.co.uk or by phone on 01822 484029.
• You then have a further 14 days to return the goods. You can cancel the whole order or just some bags.
• Bags must be unopened, unused and in the condition you received them. We may reduce the refund if bags have been opened or handled more than needed to check them.
• Return costs: pallets can't go back by post, so you pay the cost of return. If you'd like us to arrange collection, the cost is the same as our delivery rate for your postcode. For example, it is £67.50 per full pallet or £63.08 per half pallet for EX, PL and TQ postcodes, and at most £303.99 per pallet (full or half) for the most remote postcodes we deliver to. Add £10.50 if you need a tail lift. We'll confirm the exact cost before booking, and we can take it off your refund. Returns by any other route are by arrangement only.
• Refund: once the goods are back with us, we refund the price of the goods and the original delivery charge. This is paid to your original payment card within 14 days.
• Business customers: the 14-day cancellation right is for consumers. If you're a business and need to return goods, please talk to us.

Damaged, faulty, short or wrong goods

• Please check your pallet when it arrives. Note any visible damage on the driver's delivery note.
• Tell us within 7 days of delivery, ideally with photos, if bags are damaged, missing or wrong. If compost is faulty, tell us as soon as you notice. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days.
• We'll collect any affected bags at our cost. We'll then send a replacement or give a full refund, including delivery, within 14 days of agreeing it with you.

How to start a return

Email paul@gardensoils.co.uk or call 01822 484029. Give your name, delivery postcode, order date and what you'd like to return. Collection is by arrangement. We'll agree a date and confirm the cost (if any) with you first.