Returns & Exchanges

Returns Made Easy. At Bents we want you to be able to buy with confidence. However, we understand that on occasions you may need to return or exchange your item. Returning an item to us is quick and easy. You have 28 days from receiving your item to send your purchase back to us for a full refund or exchange. 

How do I return an item?

If our customers do feel they still wish to return an item, we do offer a statutory 28 day returns policy from the date the order is received (this does include Sat & Sun, excluding Bank Holidays). For items purchased within our store – we do require them to be returned to our store for a refund to be processed. For customers outside of this policy a credit note is offered valid for 12 months. The cost of the returned item is the responsibility of the customer.

 

Customers returning items are required to pay the postage for the return of items following the below steps:

STEP 1 – Package the goods in a secure manner including any returns note or packing slip / invoice and the reason for your return 

STEP 2 – Read our Returns Policy to ensure you are in agreement with our terms and conditions

STEP 3 – Return the goods to us via a ‘Signed For’ delivery method – we recommend Royal Mail or a tracked courier method for this service (this must be within 28 days of taking delivery of your goods). This allows us to process your return quickly.

 

How do I exchange an item? 

You can simply exchange your item, post your item back to us at Glazebury Warrington store, and we are able to exchange your item for an alternative size or colour at no extra charge. If you’d like an exchange item, please include your preferred item so we can ensure availability of stock. We kindly ask that you request your exchange via email at shopping@bents.co.uk. If you wish to exchange for another style, simple return it and purchase the new item separately – we do not offer credit notes online. The cost of the returned item is the responsibility of the customer.

 

Return Your Order To:

All returns should be posted to the below address:

Bents Garden & Home

Warrington Road

Glazebury

WA3 5NT

UK

 

Should you need any further assistance or have any queries regarding our Returns & Exchanges Policy & process. Please do not hesitate to contact us below:

Bents Garden & Home

General Enquiries Tel: 01942 266300

Online Shopping Enquiries Email: shopping@bents.co.uk

 

Important Information 

You will be sent a verification email once your return has been received and the refund payment has been processed. This typically takes 7 days to be refunded and in most cases is made within a few days.

Returns remain your responsibility until they arrive in our store.

Missing your packing slip / invoice or need assistance with a returns note? Call one of our team on 01942 266300 and we’ll email it to you for your reference of payment.

Under the Consumer Protection (Distance Selling) Regulations you have the right to return items sold to you.

Please note that Bents Garden & Home do not accept returns for any cosmetic or beauty products purchased. This is due to health and hygiene reasons.

We offer a flexible returns policy to make your online shopping experience a pleasant one. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the future of refunds or further orders being refused by Bents Garden & Home. If this applies to your account, we will be in touch to discuss this with you.

 

5 Year Plant Guarantee 

Our home-grown hardy plants are sold with a 5-year guarantee to grow, should your plant fail, simply return it with proof of purchase and we will happily offer you a replacement, with delivery free of charge. We accept plant returns to store, and require proof of purchase in replacing such items.

 

12 months, 3, 5 & 10 year Furniture Warranties & Guarantees

All of our premium furniture suppliers offer a standard warranty against usage, our warranty covers everything from cushions to replacement parts up to full furniture sets in accordance with the terms of usage, care and maintenance requirements. For more information on our products and warranty, we recommend that you read our product listings when placing your order. Should you need any assistance with this, please email us at shopping@bents.co.uk and a member of our team will be able to assist you.

Returned Goods

A proof of purchase is required for all returned goods. Credit will be issued as soon as the goods are received back in-store and have been processed by our team. Goods that have been damaged whilst in your care will not be accepted and an admin and processing charge will be applied and deducted from the amount due. Goods received after the 28 day period will not be accepted for a refund, an exchange or credit note will be offered here, this includes sale items. This period is extended by agreement for those returning goods from outside the EEC. This does not affect your statutory rights. In addition International returns must have a completed Customs Declaration adhered to the outside of the package.

Want to return your item to store?

If you wish to do so, please ensure that your delivery paperwork, order number and confirmation are provided to help the store process this refund quickly.

 

Condition of Goods

All returns must be in the original condition, unworn and saleable with the original swing tags or stickers in place. Items must be returned unused with all Bents tags and brand labels still attached. Returns that do not meet our policy will be sent back to you, or you may be contacted to advise how you wish to proceed.

 

Kelkay Returns

If you’ve purchased one of our Kelkay products, our returns procedure differs slightly with revised timeframes. This is within 14 days of purchase for a full refund *excluding delivery charge or exchange. There is a charge of £30 for the collect of this item.

 

Manufacturing Faults | A problem with your order? 

We check all our pieces before leaving the premises. On the rare occasion your item is faulty, damaged or incorrect our delivery drivers will collect the item from you and return to us FREE of charge on a date and time suitable for you.

We will attempt to rectify any faults that occur within 12 months from your date of purchase via a replacement or repaid. We do require a proof of purchase to do so, and recommend that on receipt of your goods, any warranty advice is carried out and applied to your product to allow us to complete this.

Any product with a manufacturing fault will be replaced in accordance with the manufacturer’s guarantee on a like for like basis only. No credit will be given and no alternative product will be supplied, on occasion we may offer a discounted offer where the stock is not able to be replaced. This does not affect your statutory rights. *This may be subject to change due to manufacturer’s guarantee.

We reserve the right to reject any “faulty” product if we consider the complaint to be unreasonable, unjustified, or of the customer’s negligence or making.