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Returns Policy

Overview

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Perishable goods such as fresh produce and gift cards are exempt from being returned and refunded.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds

If you wish to return your goods within the 14 day period, we will only offer a refund if the goods are in its original condition and will offer an exchange or replacement for any faulty goods.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your payment method.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@ourbg.co.uk.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@ourbg.co.uk and we will help with the returns process.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Our Back Garden ltd, Mill Meadows House, Mill Lane, Westbourne, PO10 8RT

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at Helllo@ourbg.co.uk for questions related to refunds and returns.

Ann Brazier
Ann Brazier
15 February 2024
A great visit for a meet and greet session at Our Back Garden today. My granddaughter absolutely loved it. The staff were friendly and helpful, making it such a pleasurable visit. We definitely intend to return for alpaca walking later in the year
Susannah Greenwood
Susannah Greenwood
12 December 2023
Beautiful place to visit, lots of events a sweet shop and now you can get refreshments. Worth a visit.
Coral Harmon
Coral Harmon
3 December 2023
Had an amazing visit today, meeting and feeding the alpacas. The hosts were really friendly and informative and obviously really care about their animals and their business. The alpacas were lovely, the hot drinks great and the produce made from the alpaca wool was wonderful; I look forward to wearing my hat and socks and I'm sure our grandson will love his cuddly alpaca. Would definitely recommend a visit and would love to come back.
Mark Ralls
Mark Ralls
5 November 2023
Fantastic day out .
Mark Darlington
Mark Darlington
14 October 2023
Hosted our daughter's birthday party here. It was such a lovely experience for the children, and the owners were amazing!
Hefin Griffiths
Hefin Griffiths
1 October 2023
Visited with Veterans Outreach Support. Brilliant crew, brilliant morning 👍👍
Lou T
Lou T
30 September 2023
We had a fantastic couple of hours with the alpacas today. Such a great place, with a lovely family feel. Laura was brilliant and taught us everything we needed to know. I’m in love with Flora and wanted to take her home. Thank you so much.
Paul Monks
Paul Monks
20 September 2023
My wife loved this place we got so close to the Alpacas, the meet and greet is brilliant, you get to feed and pet then a great experience.
Ben Carville
Ben Carville
19 September 2023
Absolutely brilliant. The hut is so cute and the setting is beautiful. Laura and Perry are also incredibly helpful.