Refunds & Returns

Last updated 14 September 2026. This policy sets out how returns work when you buy from us in Canada.

15 days to change your mind

Our products can be returned within 15 days of the original purchase, for any reason. This is our own published policy. Canada has no general cooling-off period for an online purchase, and we offer one because we would rather you ordered with confidence. To start a return, email us at theteam@customersupport.care with your order number.

To be eligible, the product must have been purchased from this website in the last 15 days, be in its original packaging, and come back with your receipt, order confirmation or other proof of purchase. You pay the cost of returning the goods unless the item is faulty. We refund the price you paid for the goods, back to the payment method you used, or held as credit against a future order if you would rather.

Nothing we sell is made to order

Everything we sell is a standard stock item. Nothing is cut, altered or built to your measurement, so the change-of-mind window above covers a planter or a fire pit exactly as it covers the edging, the panels and the garden art.

We would still rather you ordered the right thing first time. If you are not sure which edging height suits a raised bed, whether a planter fits the balcony, or how much clearance a fire pit needs, email us at theteam@customersupport.care before you order and we will work it out with you.

Faulty, damaged or incorrect items

This part applies to everything we sell, and nothing above affects it.

Under the consumer protection and sale of goods legislation of your province or territory, the goods we sell you must be of acceptable quality, fit for the purpose they are sold for, and match how we described them. If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you, with a repair, a replacement or a refund. We cover the cost of returning a faulty item.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Items missing or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, or arrives with parts missing, or contains something you did not order, that is on us to resolve and it costs you nothing.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so the return reaches the right place and is credited to your order.

We aim to process refunds within 24 to 48 hours of receiving the returned goods. Payment providers usually take a few further business days to show the money back on your statement.

We cannot accept returns of items bought from a third party retailer rather than from this website.

Cancelling an order

Any order can be cancelled free of charge before it is dispatched. There is no cancellation fee and no handling fee. Most orders are packed within 24 hours of ordering, so if you need to change or cancel a paid order, contact us as soon as you can and we will tell you where yours has got to.

Provincial law can also give you a right to cancel in particular situations. Under Ontario's Consumer Protection Act, 2002, for example, an internet agreement can be cancelled where the required information was not disclosed before you ordered, or where the goods are not delivered within 30 days of the delivery date. Where a right like that applies to you, it applies in full.

If something goes wrong

If you are unhappy with how we have handled a return, email caseresolution@customersupport.care with your order number and a person will look at it again from the start. If we still cannot resolve it, you can contact your provincial consumer protection office. Nothing on this page limits your rights under your province's consumer protection legislation or the federal Competition Act.