Refund policy

Last updated: July 2026

Garden and home equipment is a considered purchase, so the deal is simple: 30 days to change your mind from the day it arrives, free returns whenever something is our fault, and a 2-year guarantee behind every product. No restocking fees, no small print traps.

The 30-Day Return Window

You have 30 days from the date of delivery to tell us you want to return any product, for any reason. Message us first (details below) and we will confirm the return address and the simplest way to send it back.

Your Legal Rights

Everything on this page sits on top of your statutory rights, not instead of them. For UK customers that includes the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; nothing here limits your legal right to a refund, repair or replacement for goods that are faulty or not as described.

Changed Your Mind?

  • Notify us within 30 days of delivery.
  • The product should be unused, in its original packaging, with all parts, fixings and accessories included. Inspecting it the way you would in a shop is fine; a season of use is not.
  • Return shipping for change-of-mind returns is at your cost; use a tracked service and keep proof of postage.
  • Once the item is back and checked, you receive a full refund of the product price (plus standard delivery, where you paid any).

Faulty, Damaged or Not as Described

  • Tell us as soon as you spot the problem; photos or a short video plus your order number is usually all we need.
  • Returns for faults are always free: we provide a prepaid label or reimburse the postage.
  • You choose: full refund, replacement, or (where practical) a repair or replacement part shipped to you.
  • If a fault appears within 6 months of delivery, the law treats it as present at delivery unless we can show otherwise; we will repair, replace or refund accordingly.

The 2-Year Guarantee

Every Larkstead product is guaranteed against manufacturing defects for 2 years from delivery. Failed motors, leaking louvre joints, dead elements, broken welds: covered. Send your order number and a photo of the issue and we will ship the part or arrange the replacement. The guarantee does not cover accidental damage, misuse, unauthorised modification, or normal wear parts unless the product page says otherwise.

Starting a Return, Step by Step

  1. Message first: email contact@larkstead.com with your order number and the reason. We confirm eligibility and the exact route; never ship anything back unannounced.
  2. Pack it: original packaging where possible, all parts, fixings and accessories inside.
  3. Send it back: tracked post to the address we confirm. Change-of-mind postage is yours; faulty-item postage is ours.

Refund Timing

  • Refunds are issued within 14 days of the item arriving back and being checked, or within 14 days of you providing proof of return postage if that is earlier.
  • Money goes back to the original payment method only.
  • Banks and card providers can take a further 5–10 working days to show it.
  • We never deduct restocking or administration fees from a refund.

What We Cannot Take Back

  • Consumables that have been used: gas that has been connected and burned, opened fuel, used pizza stones, used filters and similar wear items (unused spares are fine to return).
  • Products that have been permanently installed, concreted in, cut, drilled or otherwise modified.
  • Made-to-order or custom-configured items, where stated on the product page.

None of this applies where the product itself is faulty; your statutory rights always stand.

Exchanges

We keep it simple rather than running a swap system: return the original for a refund and place a fresh order for the one you want. If a size or configuration was our recommendation error, tell us; we will make it right at no cost to you.

Refund Not Landed?

  1. Re-check your statement and any pending transactions.
  2. Ask your bank or card provider; processing delays on their side are common.
  3. Still nothing? Email contact@larkstead.com and we will send the refund reference so your bank can trace it.

Contact Us

Returns, refunds and guarantee claims:

  • Email: contact@larkstead.com
  • Phone (UK): +44 7457 426458
  • Phone (US): +1 914 477 4119

Business Details

Brand: Larkstead (larkstead.com)
Registered company: Elementic Brands LLC (United States)

United Kingdom, fulfilment, returns & customer support:
118 New Cavendish St, London, W1W 6XF, United Kingdom

Registered office (United States):
30 N Gould St, Ste R, Sheridan, WY 82801, United States

Support hours: Monday–Friday, 9:00am–5:00pm UK time. Emails are normally answered the same working day. Returns go to our UK address above; we confirm the exact details when you contact us.