Cancellation Policy

This Cancellation Policy explains how customers can cancel orders placed through Sheds Palace (https://shedspalace.co.uk), including cancellation procedures, eligibility, refund processing, and applicable consumer rights.

We aim to provide a straightforward and transparent cancellation process in accordance with UK consumer protection laws.

1. Order Cancellation Before Dispatch

Customers may request to cancel an order before it has been dispatched.

To request cancellation, please contact our customer support team as soon as possible.

Email: support@shedspalace.co.uk

Please include:

• Your full name
• Your order number
• The email address used during checkout
• A brief description of your cancellation request

If your order has not yet been dispatched, we will attempt to stop processing and arrange a refund of any payment collected.

Our standard order processing time is 1–2 business days, so we recommend contacting us promptly.

2. Cancellation After Dispatch

If your order has already been dispatched, it may no longer be possible to stop the shipment.

However, customers may still exercise their applicable statutory cancellation rights.

If you wish to cancel an order that is already in transit, please contact support@shedspalace.co.uk.

Our support team will provide appropriate instructions regarding delivery, return arrangements, and refunds.

Please do not arrange a return to our registered office without first obtaining the correct return address.

3. Your 14-Day Statutory Cancellation Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing most products online have the right to cancel their order without giving a reason.

For eligible products:

1. You may cancel at any time after placing your order and before delivery.
2. You generally have 14 days after receiving the goods to notify us of your decision to cancel.
3. After notifying us, you generally have a further 14 days to return the goods.

For orders delivered in multiple separate shipments, the cancellation period generally begins after the final item has been received.

Certain products may be exempt from statutory cancellation rights, including goods made to the customer’s specifications or clearly personalised.

Nothing in this policy restricts your statutory consumer rights.

4. Our 30-Day Return Policy

In addition to statutory cancellation rights, Sheds Palace offers a 30-day voluntary return period for eligible products.

Customers wishing to return an unwanted product within 30 days of delivery should contact our support team.

Under our voluntary returns policy, products should generally:

• Be unused and in their original condition.
• Include all original components and accessories.
• Be accompanied by proof of purchase.
• Be returned with original packaging wherever reasonably possible.

These voluntary conditions do not limit statutory cancellation or faulty-goods rights.

For further details, please review our Refund & Return Policy.

5. How to Submit a Cancellation Request

To cancel your order, send an email to:

support@shedspalace.co.uk

Include your order number and a clear statement that you wish to cancel.

Our support team will review your request, check the order status, and provide the applicable cancellation or return instructions.

You do not need to provide a reason when exercising your statutory right to cancel an eligible order.

6. Refunds for Cancelled Orders

Where a cancellation is accepted before dispatch, we will arrange a refund to the original payment method.

For eligible statutory cancellations, refunds will include the price of the cancelled goods and the original standard delivery charge, where applicable.

Additional charges for an upgraded delivery service are generally not refundable beyond the cost of standard delivery.

Refund processing: We aim to initiate approved refunds within 3–5 business days, where possible.

For statutory cancellations:

• Where goods have not been supplied, refunds must generally be made within 14 days after we are informed of the cancellation.
• Where goods have been delivered, refunds must generally be made within 14 days after receiving the returned goods or acceptable evidence that they have been sent back, whichever occurs first.

Refunds will be issued using the original payment method unless otherwise expressly agreed.

Your bank or payment provider may require additional time to display the refunded amount.

7. Return Shipping Costs

Return shipping responsibilities depend on the reason for cancellation.

Change-of-Mind Cancellations: Customers may be responsible for the direct cost of returning unwanted products where this has been communicated before purchase in accordance with applicable law.

Faulty, Damaged or Incorrect Products: Sheds Palace will cover reasonable return costs where required under UK consumer protection law.

Because some garden sheds and outdoor storage structures are large or heavy, specialist collection or transportation may be necessary.

Where applicable, any required advance information about return charges for bulky goods will be provided before purchase.

Please contact our support team before arranging the return of large items.

8. Custom-Made & Personalised Products

Some products made to a customer’s specific requirements or clearly personalised may be excluded from the statutory change-of-mind cancellation right.

This may include qualifying made-to-measure or specially customised garden structures.

Where an exemption applies, we will explain the relevant conditions before purchase.

These exclusions do not affect your legal rights if products are faulty, damaged, or not as described.

9. Damaged, Faulty or Incorrect Orders

If you receive a damaged, faulty, incomplete, or incorrect product, please contact us as soon as reasonably possible.

Email: support@shedspalace.co.uk

Please provide:

• Your order number
• A description of the issue
• Photographs of the product, if available
• Any relevant supporting information

We will review the issue and offer an appropriate remedy in accordance with the Consumer Rights Act 2015.

Depending on the circumstances, this may include repair, replacement, price reduction, or a refund.

Your statutory rights are separate from the change-of-mind cancellation policy.

10. Refusing Delivery

If you wish to cancel an order that is already in transit, please contact us before refusing delivery.

Refusing delivery does not automatically complete the statutory cancellation process.

You should clearly communicate your intention to cancel and follow the applicable return instructions.

Any return charges must comply with the information provided before purchase and applicable consumer legislation.

11. Refunds Not Received

If your cancellation refund has been confirmed but has not appeared in your account, please:

1. Check the original payment method used for your order.
2. Contact your bank or payment provider for information about pending refunds.
3. Allow for applicable payment processing times.
4. Contact our support team if the refund remains outstanding.

For assistance, email support@shedspalace.co.uk with your order number and relevant payment details.

Please do not share complete payment card information or banking passwords.

12. Changes to This Policy

Sheds Palace may update this Cancellation Policy to reflect changes in business operations, order processing procedures, or applicable legal requirements.

Any updates will be published on our website.

Changes will not remove or reduce statutory rights relating to orders already placed.

13. Contact Information

For cancellation requests, refund enquiries, or assistance with an existing order, please contact:

Sheds Palace
Operated by AVON SHEDS LIMITED
Company Number: 08446705

Registered Office Address:
30–31 St James Place
Mangotsfield
Bristol
BS16 9JB
United Kingdom

Email: support@shedspalace.co.uk
Phone: +44 7480 254010
Website: https://shedspalace.co.uk

Preferred Contact Method: Email

Due to the high volume of enquiries, email is preferred for transparency and a clear written record.

We are committed to handling cancellation requests fairly, providing clear communication, and respecting customers’ rights under applicable UK consumer protection legislation.