Returns & Exchanges
Returns & Exchanges – now easier with AtLast
We want you to love your purchase. If not, returning it is simple and hassle‑free.
Use our AtLast portal (powered by Whistl/ParcelHub) to book a home collection or drop off at a local point — whatever suits you best.
Large & Bulky Returns (e.g. garden furniture, pallet deliveries): please do not use the portal. Contact orders@bents.co.uk to arrange a collection or return for oversized items.
How to return an item
Click Start Your Return to open the AtLast portal and select the item(s) you’re returning.
Choose a return method: local drop-off or courier collection from your address.
Print your label or use a QR code where offered by the carrier.
Send it back and track your return. We’ll process your refund once received and checked.
Returning items in store
You can return eligible items to our store. Please bring your order confirmation or proof of purchase. Our team will be happy to help at the customer service desk.
- Items should be unused and in original packaging (unless faulty).
- Refunds are processed back to the original payment method once inspected.
- For large garden furniture or palletised goods, please email orders@bents.co.uk first to arrange the most suitable method.
Our returns policy
Standard returns
- Returns window: 28 days from the day you receive your order.
- Items must be unused, in original packaging and in saleable condition (unless faulty).
- Include all accessories, manuals and any free gifts.
- Please package securely to avoid damage in transit.
- Refunds are issued to your original payment method after inspection (allow 5–7 working days to appear).
Faulty or damaged items
If your item arrives faulty or damaged, start the return via the portal and choose the relevant reason. Our team may request photos to speed things up. We’ll resolve it as quickly as possible.
Need assistance? Email orders@bents.co.uk.
Exchanges
For the fastest turnaround, please complete your return via the AtLast portal and place a new order for the replacement item. Once we receive your original item back and complete our checks, we’ll process your refund right away.
Return costs
Return costs are shown transparently in the AtLast portal during booking. Charges may vary by parcel size, weight and chosen method (drop‑off or collection). If your item is faulty or damaged, we’ll cover the cost once verified.
Large & Bulky Returns: garden furniture and palletised deliveries must be arranged via orders@bents.co.uk rather than the portal.
Guarantees
Product guarantees
Many branded products include a manufacturer guarantee or warranty. If your item develops a fault within the guarantee period, contact us and we’ll advise the next steps. In some cases we may direct you to the manufacturer for a quicker resolution.
- Keep your proof of purchase and any guarantee card or registration details.
- We’ll help with troubleshooting and, where appropriate, repair or replacement pathways.
Plant guarantee
Our home‑grown hardy plants are sold with a guarantee to grow. If a guaranteed plant fails, please return it with proof of purchase and we’ll be happy to offer a suitable resolution in line with our plant policy.
- Bring the plant (or clear photos), pot/label if available, and your receipt/order confirmation.
- Environmental factors (e.g., extreme weather, incorrect planting/care) may be excluded — our experts can advise.
Frequently asked questions
How do I start a return?
Click the Start Your Return button and follow the AtLast portal prompts. Choose either a local drop‑off or a home collection.
Do I need a printer?
Some carriers support QR codes you can show on your phone at the drop‑off point. Availability is shown during the AtLast flow.
What’s the returns window?
Items must be returned within 28 days of receipt, unused, in their original packaging and in a saleable condition (unless faulty).
How long will my refund take?
Once we receive and inspect your return, we’ll process your refund back to your original payment method. Please allow up to 5–7 working days for the funds to appear.
Can I return in store?
Yes, bring your order confirmation/proof of purchase and we’ll be happy to help at the customer service desk.
Can I exchange an item?
For the fastest turnaround, complete a return via the portal and place a new order for the replacement item.
How do I return large garden furniture or pallet deliveries?
Please email orders@bents.co.uk to arrange the return. These items are not processed via the AtLast portal.
Need help?
If you have any questions or run into issues with the portal, our Customer Care team is here to help.