Returns & Refund Policy

You may request a return within 14 days of receiving your order. Requests made after this window may not be accepted unless the item is faulty.

To be eligible for a refund, items must be:

• Unused and unassembled, in resaleable condition;
• In their original packaging with all parts and accessories;
• Free from signs of installation, outdoor exposure or wear.

Because our brackets, risers, hangers and planters are designed for outdoor use, items that have been mounted, drilled, planted into or exposed to weather are considered used and are not eligible for a standard return.

For hygiene and safety reasons, we cannot accept returns of:

• Items that have been used with soil, water or growing medium and cannot be restored to resaleable condition;
• Products that have been assembled, mounted or modified;
• Items returned without their original packaging or parts.

Faulty or incorrectly supplied items are always covered — see below.

If an item arrives faulty, damaged or not as described, contact us within 48 hours of delivery with photos. We will arrange a free replacement or a full refund, including any return postage, at no cost to you.

1. Email support@henleyph.shop with your order number and the items you wish to return.
2. We will reply with return instructions and the return address.
3. Pack the items securely and send them back within 14 days of receiving your return authorisation.

Please do not send items back before contacting us, as we cannot process unidentified returns.

For change-of-mind returns, you are responsible for the cost of returning the item, and we recommend a tracked service as the item remains your responsibility until it reaches us. For faulty or incorrect items, we cover all return costs.

Once we receive and inspect your return, we will email you to confirm the outcome. Approved refunds are issued to your original payment method (card via Stripe, or PayPal) within 5–10 business days of approval. The time it takes to appear on your statement depends on your bank or payment provider.

Original shipping charges are non-refundable except where the item was faulty or incorrectly supplied.

The fastest way to exchange an item is to return the original (if eligible) for a refund and place a new order for the item you want. Contact us if you need help.