Refund policy
Last updated: 24 September 2026
We want returns and refunds to be straightforward.
If you change your mind, receive something damaged or incorrect, or believe there is a problem with a product, this policy explains what to do and what you can expect from us.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Changing your mind
If you buy from LivGrid online as a consumer, you will normally have the right to change your mind and cancel your purchase without giving a reason.
You must notify us that you wish to cancel within 14 days after the day on which you receive your goods.
If your order is delivered in several parcels on different days, the cancellation period will normally run from the day after you receive the final parcel forming part of that order.
To start a change-of-mind return, please complete our: LivGrid Cancellation Form.
You do not need to give us a reason for changing your mind.
Once you have notified us that you wish to cancel, you normally have a further 14 days to return the goods.
2. Returning your goods
Once we receive your completed Cancellation Form, we will provide the appropriate return instructions.
Where practical, we intend to offer InPost returns for products that meet the relevant parcel size and weight requirements.
Larger products, multi-parcel orders or products that cannot reasonably be returned using InPost may require another return method. Where this applies, we will explain the arrangements to you.
Please do not send products back before receiving return instructions from us.
Do not send returns to our registered office unless we specifically ask you to do so.
3. Cost of change-of-mind returns
If you are returning goods because you have changed your mind, you are responsible for the direct cost of returning them to us.
Where we provide an InPost return option, we will explain the return process and any applicable charge before the return is arranged.
If another return method is required, we will explain the appropriate arrangements.
This does not apply where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract. In those circumstances, LivGrid will bear the reasonable return costs where required under consumer law.
4. Condition of change-of-mind returns
You are entitled to inspect and handle goods as you reasonably would if you were examining them in a shop.
Please take reasonable care of any product you intend to return.
Where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, and this reduces their value, we may make an appropriate deduction from the refund to reflect that reduction in value.
Where reasonably possible, please return products:
- complete;
- with all supplied components and accessories; and
- in suitable protective packaging.
You do not automatically lose your statutory cancellation rights simply because the original packaging has been opened or is no longer available.
5. Refunds when you change your mind
If you validly cancel your order within the statutory cancellation period, we will refund:
- the price you paid for the returned goods; and
- the cost of the least expensive standard delivery option that was available for your order, where required by law.
You remain responsible for the cost of returning the goods to LivGrid where you have simply changed your mind.
If you chose a more expensive delivery option than the least expensive standard option available, we are not required to refund the additional delivery cost.
For example, if an eligible smaller LivGrid kit could have been delivered to an InPost Locker or Shop for £3.99 but you chose £5.99 home delivery, the delivery element of your refund may be limited to £3.99.
Where home delivery was the only standard delivery option available for your order, the standard home-delivery charge will normally be included in the refund where required by law.
We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever happens first.
Refunds will normally be made using the same payment method used for the original purchase.
We will make any refund due without undue delay and within the timescales required by law.
6. Faulty, damaged or incorrectly supplied goods
Your rights where goods are faulty, damaged, not as described or otherwise fail to meet legal requirements are separate from your change-of-mind rights.
Goods supplied by LivGrid must be:
- of satisfactory quality;
- fit for any purpose made known to us where the law requires this; and
- as described.
If you believe a product is faulty, damaged or incorrectly supplied, please contact:
Please include:
- your name;
- your order number;
- a brief description of the problem; and
- photographs where these will help us understand the issue.
We will review the information and explain the appropriate next step.
Depending on the circumstances and your statutory rights, this may include:
- a refund;
- a replacement;
- a repair; or
- another appropriate remedy.
7. Faults identified within 30 days
Under the Consumer Rights Act 2015, consumers may have a short-term right to reject goods that do not conform to the contract.
This right will normally last for 30 days, subject to the circumstances and the provisions of the Act.
Where you validly exercise this right, you may be entitled to a refund.
LivGrid will bear the reasonable cost of returning goods that are validly rejected as faulty where required by law.
8. Faults identified after 30 days
If a fault becomes apparent after the initial 30-day period, you may have the right to request a repair or replacement.
Where a repair or replacement is required by law, it must be provided within a reasonable time, without significant inconvenience to you, and at LivGrid's cost.
If repair or replacement is not possible, is unsuccessful, or cannot reasonably be provided, you may have further rights to a price reduction or refund.
Your statutory rights depend on the circumstances and are not limited to the periods described in this policy.
9. Damage in transit
If your order appears to have been damaged during delivery, please contact us as soon as reasonably possible at:
Where possible, please include:
- your order number;
- photographs of the outer packaging;
- photographs of the damaged product; and
- a brief description of the issue.
Photographs can help us resolve the problem and investigate it with the carrier, but your statutory rights are not dependent on photographs being available.
Please do not dispose of damaged goods or packaging until we have confirmed whether they need to be retained or returned.
10. Incorrect or missing items
If you receive the wrong product, the wrong quantity, or believe something is missing from your order, please contact:
Before reporting a missing item, please check whether your order is being delivered in more than one carton, as described in our Delivery Policy.
Where we have made an error, we will arrange an appropriate remedy at no additional cost to you.
11. Bespoke orders
Our standard products are the standard LivGrid kits and gardening essentials shown for general sale on our website.
Other products may be treated as bespoke where they are genuinely made or supplied to your individual specification.
The statutory change-of-mind cancellation right may not apply to goods that are made to your specifications or clearly personalised.
Where this applies to a LivGrid bespoke order, we will make this clear before you place the order.
This does not affect your rights if a bespoke product is faulty, damaged, incorrectly supplied, not as described or otherwise fails to conform to the contract.
12. Installed or altered products
Installing, cutting, modifying or otherwise altering a product may affect whether it can reasonably be returned as a change-of-mind return.
However, this does not remove any statutory rights you may have where the goods themselves are faulty, incorrectly supplied or not as described.
If you discover a potential problem during installation, we recommend stopping work where reasonably possible and contacting us before making further alterations.
13. Exchanges
We do not operate a formal exchange service.
If you have changed your mind and would like a different product, please return the original item in accordance with this policy and place a new order.
If the original product is faulty, damaged or incorrectly supplied, please contact us so that we can provide the appropriate remedy.
Your statutory rights are not affected.
14. Proof of purchase
We may ask for reasonable proof that the product was purchased from LivGrid.
This might include:
- your order confirmation;
- order number;
- receipt; or
- another reasonable record of the purchase.
15. Refund method
Refunds will normally be made to the payment method originally used to place the order.
The time taken for a refund to appear in your account after we process it may depend on your bank, card issuer or payment provider.
16. Returns address
Please do not send products back without first following the return process described in this policy.
The correct return address may depend on the product, parcel size and return method.
Do not send returns to our registered office unless we specifically instruct you to do so.
We will provide the appropriate return instructions once your return has been arranged.
17. Questions about a return or refund
If you have a question about an existing return, faulty product or refund, please contact us:
LIVGRID LTD trading as LivGrid
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom
Company number: 17297766
Customer service: hello@livgrid.co.uk
Returns: admin@livgrid.co.uk
For change-of-mind cancellations, please complete our: LivGrid Cancellation Form.