Returns & Refunds

Pruning Flower

Returns Policy

If you are not completely satisfied with your purchase, for whatever reason, you may return it to us within 14 days of delivery for a refund. All goods must be accompanied by proof of purchase. When trying on goods that may be returned please take care. Once goods are soiled they cannot be considered for exchange or credit. If goods have been tampered with or deliberately modified they also cannot be considered for exchange or credit. When returning any item please quote your original order reference in the return. Please note that you will be responsible for the delivery cost of returning any item to us. Exchanges for faulty goods will be generated and dispatched to the same UK delivery address with no additional postage charge. Your statutory rights are not affected. You can contact us in writing, via email or telephone.


The following kinds of products may not be returned under this policy:

  • riding hats, body protectors, horse bits; any other products liable to deteriorate within the period set out in the Returns Policy section above;
  • any product made to your specification;
  • any product made to order;
  • gift vouchers.

Damaged or Faulty Goods

Please check goods before signing for them and record on the carriers manifest if there is any damage. Please note failure to record any damage at the time of delivery will result in subsequent claims for damaged goods being refused. Once signed this is accepted as Proof of Delivery, confirming all goods have arrived safely with no damages. Claims of damage or pilferage must be notified in writing both in the couriers manifest and to the company within 3 days of delivery. Claims cannot be accepted outside these time limits. Packaging must be retained for investigation. Claims for non-delivery must be made within 7 days of receipt of dispatch confirmation. Our policy is that faulty goods under a 1-year warranty must be returned to our store for an evaluation with a valid proof of purchase, once confirmed faulty the postage incurred within the UK will be reimbursed at Standard Royal Mail Rates with a repair, exchange or a refund of the goods. The cost of returning non-faulty goods is not covered under warranty and must be met by yourself. We will, of course, send out any repaired/replaced goods free of any carriage charge. If faulty footwear is being returned, please ensure that they have been cleaned of mud and debris first – for Health & Safety reasons we are unable to process dirty products.

Machinery Warranty Claims

Manufacturers faults with new garden machinery can be addressed by us or any Authorised Manufacturer Dealer. If you believe you may have a warranty claim for an issue with your piece of equipment, please contact your chosen local authorised dealer to help diagnose the problem. If the machine is found to have a fault which falls outside of the warranty guidelines, the customer will be liable for the cost of repairs.

If you wish for Torne Valley to complete the work, please note that all costs regarding the return of the equipment for the diagnosis and the subsequent re-delivery fall with the customer.

Any Free Gift with Purchases

If your order includes a free gift and you wish to return the item that came with the free gift, we kindly request that your free gift is also returned to us. If the returned item is received without the gift item the current retail price of that item will be deducted from your refund.