Refund & Return Policy

1. Return eligibility

If you wish to return a product because you changed your mind or ordered the wrong item, contact us as soon as possible. We will review your request under this policy and the laws applicable to your purchase.

For the return window, return shipping arrangements, and any fees applicable to your order, check the policy presented at purchase or contact NeeHome support.

2. Product condition

When requesting a change-of-mind return, keep the product in a condition that allows us to assess its eligibility. The following guidance may help.

Sheds, gazebos, pergolas, and swing sets

Before assembling a structure, check the dimensions, site requirements, contents, and access to your intended installation area.

• Keep all components and fixings together.
• Retain manuals and packaging where possible.
• Avoid cutting, drilling, modifying, staining, or permanently installing components before confirming that the product is suitable.
• Contact us if a part appears damaged, incorrect, or missing before continuing assembly.

Lawn mowers and powered equipment

• Review the product dimensions and access requirements before use.
• Keep the manual, accessories, keys, and supplied components together.
• Do not fuel, operate, or modify equipment if you intend to request a change-of-mind return, unless the applicable return terms expressly allow it.
• If you discover a fault, stop using the product and contact us rather than treating the matter as an ordinary change-of-mind return.

Parts and accessories

Where possible, return parts in their original packaging and keep them unfitted and unused. Hygiene, safety, custom-order, and other product-specific restrictions may apply where lawful and disclosed.

3. How to request a return

Follow these steps to help us identify your order and provide the correct instructions.

4. Assembled or used items

Assembly, installation, modification, or use may affect whether an item qualifies for a change-of-mind return. This depends on the product, its condition, the terms disclosed at purchase, and applicable law.

• Do not continue assembling a structure if you discover a damaged, missing, or incorrect component.
• Stop operating equipment if it appears faulty or unsafe.
• Contact us before dismantling or shipping a large item back.
• Tell us if the product has been assembled, fuelled, operated, or modified so we can assess the correct process.

A product defect, damage during delivery, or an incorrect item is different from a change of mind. Those situations will be reviewed under the relevant remedies, warranty terms, and applicable law.

5. Refunds and processing

How refunds are reviewed

After receiving a return request, we will confirm the applicable return process. Depending on the situation, we may need to inspect the returned item or review photographs and other information.

• We will communicate whether the return is approved and explain any applicable conditions.
• Approved refunds are generally sent to the original payment method, subject to applicable law and payment-provider procedures.
• Your bank or payment provider may require additional time to display the funds after a refund has been processed.
• If the original payment method is no longer available, contact us to discuss the available options.

Refund amount

The amount refunded depends on the circumstances, the applicable order terms, and the legal requirements that apply. Any permitted deductions or return-shipping charges will be explained where relevant.

Where a refund is required because an item is faulty, damaged, incorrectly supplied, or otherwise subject to a statutory remedy, we will handle it in accordance with applicable law.

6. Exchanges

If you received the wrong product or would like a different size or model, contact us to discuss the available options.

• Exchanges depend on product availability and eligibility.
• Price differences, additional delivery charges, and return arrangements will be explained before the exchange is finalised.
• A replacement for a defective or incorrectly supplied product will be handled according to applicable law and the relevant order terms.

Please confirm dimensions, access restrictions, and product specifications before ordering a replacement.

7. Damaged or faulty items

If your order arrives damaged or a product appears defective, contact us promptly. Please do not continue assembling or operating an item if doing so could create a safety risk or worsen the damage.

• Include your order number and a description of the problem.
• Photograph the product, packaging, and any visible damage where possible.
• Keep the packaging and affected components until we provide further instructions, if safe and practical to do so.
• Follow the instructions provided for assessment, collection, repair, replacement, or refund.

We will review the situation and explain the appropriate next steps. The available remedy depends on the circumstances, the product, any applicable warranty, and your statutory rights.

See our Shipping & Delivery Policy for additional delivery information.

8. Missing parts or items

If a delivery is missing an item, component, or accessory, please contact us with your order number and details of what is missing.

• Check the product's packing list and manual, where available.
• Tell us the name or part number of the missing component.
• Provide photographs of the received items if they will help identify the issue.
• Keep the product and packaging until we advise you on the next steps.

We will investigate and explain the available solution, which may include supplying a missing component or another appropriate remedy.

9. Returns and warranties

A change-of-mind return and a warranty claim are different processes.

Check the documentation supplied with your product for applicable warranty details. A manufacturer warranty does not necessarily replace your legal rights against the seller.

Nothing in this policy restricts any remedy that applicable consumer law requires us to provide.

10. Items that may not be returnable

Some products may be excluded from ordinary change-of-mind returns where permitted by law and where the relevant conditions have been properly disclosed. Depending on the product and circumstances, this may include:

• Custom-made or specially ordered items.
• Products that have been materially altered or damaged after delivery.
• Components or accessories that have been installed or used and cannot safely or lawfully be resold.
• Items that are incomplete or missing essential parts, where the missing components are not due to an issue for which we are responsible.
• Products subject to specific hygiene, safety, or other lawful return restrictions.

These examples are not automatic exclusions in every situation. Your legal rights relating to faulty, damaged, misdescribed, or incorrectly supplied products remain unaffected.

11. International orders

Return arrangements for orders shipped internationally may differ from domestic orders. Before returning an international order, contact us to confirm the return address, shipping method, customs documentation, and any applicable costs.

• Return shipping responsibility depends on the reason for the return, the applicable order terms, and local law.
• Import duties, taxes, and customs charges may be subject to separate refund procedures.
• International transit and customs processing may affect return timelines.
• Do not ship an item internationally until the return instructions have been confirmed.

Mandatory consumer rights applicable to your purchase are not waived by this section.