Return Policy
This page explains the return process. Work through them in order and the return will pass inspection without a second exchange of emails.
Return window
An order may be returned within 30 days of the delivery date recorded by the carrier. The period starts on recorded delivery rather than on the date you ordered.
Where an order has not yet been dispatched, cancel it instead: the order is stopped and the full amount refunded, with nothing to send back.
The window attaches to the order rather than to each line, so one deadline governs everything bought together.
- Window — 30 days from the recorded delivery date.
- Not yet dispatched — cancel for a full refund instead.
- One order, several items — the same deadline governs all of them.
- Close to the deadline — tell us if the parcel is already on its way.
Return eligibility
An item is eligible where it is unused, unwashed and complete, with its original packaging, tags and any fittings. Check it against the product page before discarding packaging or breaking a seal.
Where the condition is arguable we ask for a photograph and explain our reasoning before deciding.
Try garments on over your own clothing, and leave the packaging intact until you are sure the item is right.
An item that cannot be resold cannot be refunded in full, even where the reason for returning it is entirely reasonable.
Check the item against the product page before you remove any seals or dispose of the packaging.
- Unused and unwashed — required.
- Original packaging and tags — required.
- Fittings, tools and instructions — all present.
- Damaged or wrong item — treated as our error, not a change of mind.
Requesting a return
Write to [email protected] before posting anything, quoting the order reference and the item, with a short statement of the reason. We reply with a return address and packing instructions, normally within one working day.
Write the order reference inside the parcel as well as on the outer label, and keep the proof of postage until the refund appears.
A return sent without prior agreement cannot be matched to an order, which is why the reply matters as much as the request.
- Email [email protected] first — do not post before our reply.
- Order reference — quoted in the email and written inside the parcel.
- Return address and instructions — supplied in our reply.
- Proof of postage — kept until the refund appears.
Return postage
Where the return follows a change of mind, you arrange and pay for the carriage, and the original outward postage is not refunded. Where the item arrived damaged, faulty or wrong, we meet the cost.
A tracked service is recommended for anything of value, because an untracked return that goes missing cannot be refunded.
The distinction matters because the outward delivery has already been performed when you change your mind.
Where several items are coming back, sending them together means only one carriage cost is incurred.
An untracked parcel that disappears on the way back cannot be refunded, because nothing can be established about what happened to it.
- Change of mind — customer pays carriage.
- Damaged, faulty or wrong item — Porchline Patio pays carriage.
- Tracked service — recommended for anything of value.
- Several items from one order — send together where possible.
Refund
We issue the refund to the original payment method within seven calendar days of the returned item arriving and passing inspection. Your bank's own posting time follows afterwards and sits outside that period.
Inspection confirms the item is unused and complete. If something is missing we email before any deduction, and refunds cannot be sent to a different card or account.
Every deduction is explained before it is applied, so a reduced refund never appears without a reason.
- Refund released — within seven calendar days of inspection.
- Method — original payment method only.
- Bank posting time — commonly three to five further working days.
- Deduction for missing parts — only after we email you.
Excluded items
A few lines are left out of the return promise, usually because an item cannot be checked once it has been opened or because it cannot be offered to anyone else afterwards.
Opened fertiliser, seed, feed and treatment products cannot be returned, because the contents cannot be verified once the seal is broken.
Tools that have been used, sharpened, filled or modified are excluded, since they can no longer be sold as new.
Items with missing handles, fixings or instruction slips cannot be accepted as complete.
Lines marked on the product page as final sale are outside the return policy, and the marking appears before checkout.
Each exclusion exists because an item cannot be verified or cannot be resold, rather than as a matter of preference.
If you are unsure whether something falls within an exclusion, ask before posting it and we will confirm the position.
Where an excluded item is returned anyway, it is held pending your instruction and returned to you at your cost if we hear nothing.
- Anything that cannot be verified on return — excluded.
- Items sent without prior agreement — may be declined.
- Unsure? — ask before posting, and we will confirm.
Late returns
A return reaching us after the window has closed is assessed individually rather than refused automatically. It may be accepted, or returned at your cost.
Parcels refused at the door, or returned as undeliverable, are treated as change-of-mind returns: the item price is refunded once the parcel arrives, but the original postage is not.
Where a late return is already in transit, saying so lets us consider it before it arrives rather than refusing it on receipt.
A disputed inspection outcome is reviewed by a second member of staff, and the evidence relied on is shared in writing.
Where the delay is ours rather than yours, we will say so plainly and treat the return as timely.
- Late return — assessed case by case.
- Undeliverable parcel — treated as a change of mind.
- In transit and running late — tell us before it arrives.
- Disputed outcome — reviewed by a second member of staff.