Damaged & Defective Items

At SG Garden Supplies, we carefully inspect and package every order before it leaves our store. However, occasionally items may be damaged during transit or arrive with a manufacturing defect. If this happens, we're here to help resolve the issue as quickly as possible.

If Your Order Arrives Damaged

If your parcel or product appears damaged upon delivery, please inspect it as soon as possible.

If the outer packaging is visibly damaged:

  • If possible, note the damage when accepting the delivery.

  • Take clear photographs of the packaging before opening the parcel.

  • Carefully unpack the item and take photos of any damage to the product.

  • Keep the original packaging until your claim has been resolved.

Report Damage Within 48 Hours

Please notify SG Garden Supplies within 48 hours of receiving your order.

To help us process your claim quickly, please provide:

  • Your order number

  • Clear photographs of the damaged item

  • Photos of the packaging

  • A brief description of the damage

Phone: +44 1482 216918

We aim to respond to all damage reports within one working day.

How We Resolve Damage Claims

Depending on the nature of the issue, we may offer one of the following solutions:

Issue Typical Resolution
Minor cosmetic damage Replacement part, repair solution, or partial refund where appropriate
Damaged or faulty component Replacement of the affected part
Significant damage affecting the product Replacement of the item or full refund where appropriate
Incorrect item received Replacement or full refund

Each claim is reviewed individually to ensure the most suitable resolution.

Manufacturing Defects

If your product develops a fault after delivery due to a manufacturing defect, please contact us as soon as possible.

Examples include:

  • Faulty components

  • Manufacturing defects

  • Missing parts

  • Products that do not function as intended

Where a manufacturing fault is confirmed, we'll work with you to provide a suitable repair, replacement, or refund in accordance with your consumer rights.

Return Shipping

If your item is confirmed to have arrived damaged or is found to be defective, SG Garden Supplies will cover the reasonable cost of return shipping or arrange collection where appropriate.

Please keep the original packaging whenever possible until the issue has been resolved.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

Contact Us

If you need to report a damaged or defective item, please contact us as soon as possible.

SG Garden Supplies
24 Doncaster St
Hull HU3 3PE
United Kingdom

Phone: +44 1482 216918

Last Updated: August 2026