Returns, Cancellations and Refunds

Last updated: 19 August 2026.

You can cancel most standard online orders within 14 days of delivery. After telling us, you normally have another 14 days to return the goods. This page explains the process, likely costs and the different rules for faulty or made-to-order products.

This policy does not affect your statutory rights.

Cancelling a standard online order

Tell us clearly that you wish to cancel within 14 days of receiving your order. You do not need to give a reason.

You may inspect the goods as you would in a shop. Please avoid assembling, installing or using them beyond what is reasonably needed for inspection. We may reduce the refund if unnecessary handling has lowered the goods' value.

Original packaging is helpful, especially for glazed or large items, but it is not a condition of cancellation. Please package the goods securely for their return journey.

Refunds and return costs

For a valid cancellation, we refund the product price and the cost of our least expensive standard delivery service. Any extra amount paid for premium or expedited delivery is not normally refundable.

You are responsible for the direct cost of returning unwanted goods when we told you about that responsibility before purchase. Large products may need a specialist collection. We will confirm any collection cost before arranging it.

We issue an eligible refund within 14 days of receiving the returned goods or evidence that you sent them. We may wait until one of those things happens. Refunds are normally made to the original payment method.

Made-to-order and personalised products

The standard cancellation right may not apply to goods made to your specification or clearly personalised. This can include certain colours, sizes or configurations. Where an exception applies, it should be made clear before you order.

Please contact us promptly if you want to change or cancel a made-to-order product. We will explain what is still possible.

Faulty, damaged or incorrect goods

Different rights apply when goods are faulty, damaged, not as described or incorrect. Contact us as soon as possible, and keep the packaging until we have advised you.

Please provide your order number and photographs where useful. We will assess the problem and arrange the appropriate remedy. This may be a repair, replacement, missing part, price reduction or refund, depending on the circumstances and your statutory rights.

We do not charge you the reasonable return or collection cost for goods confirmed as faulty, damaged, not as described or supplied incorrectly.

How to cancel or request a return

Email support@greenhousestores.co.uk or call 0800 098 8877. Please include your name, order number, delivery address, the item concerned and what you would like us to do.

You can also write to:

Circle Online Limited
Blackbrook Hall
London Road
Lichfield
WS14 0PS

You may use the following wording, but any clear cancellation statement is acceptable:

I give notice that I cancel my contract for the following goods: [item].

Order number: [number]
Ordered on: [date]
Received on: [date]
Name: [name]
Address: [address]
Date: [date]

Returns questions

How long do I have to cancel an online order?

You normally have 14 days from delivery to tell us that you are cancelling.

Must an unwanted product be unused and in its original packaging?

No. You may inspect it, but unnecessary handling can reduce your refund.

Will you refund the original delivery charge?

Yes. We refund the least expensive standard delivery charge for a valid cancellation.

Who pays to return an unwanted product?

You normally pay the direct return cost when this was disclosed before purchase.

What if my order is faulty or arrives damaged?

Contact us promptly. We will assess it and arrange the appropriate remedy.

Can I cancel a made-to-order greenhouse?

Not always. Statutory cancellation rights may exclude goods made to your specification.

For further general information, read the GOV.UK returns and refunds guidance and distance-selling guidance.