REFUND POLICY

Natura Gardening (trading as Natura Gardens)
31 Norfolk Street
Sunderland
SR1 1EE
Email: craig@naturagardens.co.uk

Last Updated: February 2026

1. Introduction

This Refund Policy explains the circumstances under which Natura Gardening (trading as Natura Gardens) may provide refunds for services or products supplied to customers. This policy applies to gardening services, landscaping work, Unreal Engine 5 digital garden design services, business-to-business (B2B) operator-based tool hire, and the sale of tools or equipment.

This policy is intended to comply with applicable UK consumer protection legislation including the Consumer Rights Act 2015.

2. Scope

This policy applies to purchases made directly with Natura Gardening through email, telephone, website enquiry, quotation acceptance, or invoice payment.

Separate contractual agreements may apply for large projects, commercial contracts, or subcontracted work. Where a written contract exists, the terms of that contract will take precedence.

3. Gardening and Landscaping Services

Gardening and landscaping services are typically scheduled and delivered based on confirmed quotations or agreed service arrangements.

Refunds may be considered in the following circumstances:
– Services were not delivered as agreed
– Services were cancelled by Natura Gardening and cannot be rescheduled
– A billing error occurred

Where work has already been partially completed, refunds may be adjusted proportionally to reflect labour, materials, and time already invested.

4. Digital Garden Design Services

Digital design services, including photorealistic renders created using Unreal Engine 5 or similar software, require significant design time and development.

Once design work has commenced, refunds may be limited or unavailable due to the time and labour involved.

If a customer cancels before design work begins, a refund may be issued minus any administrative costs already incurred.

5. B2B Tool Hire with Operator

Natura Gardening provides business-to-business tool hire services with qualified operators.

If a booking is cancelled with sufficient notice (normally at least 24 hours), a full refund or rescheduling may be offered.

If cancellation occurs with less notice, a partial charge may apply to cover staff scheduling, travel preparation, and operational costs.

If Natura Gardening is unable to deliver the service due to unforeseen circumstances, customers will be offered rescheduling or a full refund.

6. Sale of Tools and Equipment

For tools or equipment sold directly to customers:

– Faulty or defective products may be returned for replacement or refund in accordance with the Consumer Rights Act 2015.
– Customers should notify us within a reasonable period after discovering the issue.
– Products must normally be returned in their original condition where possible.

Refunds will not normally be issued for products damaged due to misuse or normal wear.

7. Payment Errors

If a customer believes a payment has been taken incorrectly or in error, they should contact us as soon as possible so the matter can be investigated.

Where an overpayment or error is confirmed, a refund will be issued using the original payment method where possible.

8. Processing Refunds

Approved refunds will normally be processed within 5–10 business days.

The time required for funds to appear in a customer’s account may vary depending on the payment provider or financial institution.

9. Contact Information

If you have questions regarding refunds or wish to request a review of a transaction, please contact:

Email: craig@naturagardens.co.uk
Address: 31 Norfolk Street, Sunderland, SR1 1EE

10. Changes to This Policy

Natura Gardening may update this Refund Policy from time to time to reflect legal, regulatory, or operational changes. The most recent version will be made available on our website or upon request.