At VitaFence Co Store, we stand behind the quality of our fencing, timber, and garden products. We want you to be completely satisfied with your purchase. If you are not happy for any reason, this policy outlines the process for returns and exchanges.

Our Returns & Exchanges Promise

We accept returns and exchanges for most items within 15 days of you receiving the goods. The item must be unused, in its original packaging, and in a resalable condition.

Please Note: Due to the nature of certain products, some items are non-returnable for hygiene and safety reasons unless they are faulty. Based on our product range, this includes:
  • Carcassing Timber & Brown Treated Softwood Sleepers: These are often cut to specific customer requirements upon order.
  • Feather Edge Boards & Decking: If these materials have been cut or altered, they cannot be returned.
  • Fencing Tools and Essentials & Garden Tools: For health and safety reasons, these cannot be returned if the packaging has been opened or the product used.
Please contact us at [email protected] if you are unsure about a specific product.

Step-by-Step Return/Exchange Process

Step 1: Request a Return Authorisation

Before sending anything back, you must contact our customer service team to request a Return Merchandise Authorisation (RMA) number. This helps us track your return efficiently.

Email us at [email protected] with the following information. You can use the template below.

Step 2: Pack the Item Securely

Once you have your RMA number, please pack the item securely in its original packaging, if possible. Include a copy of your order confirmation or packing slip inside the package. Clearly write the RMA number on the outside of the box.

Step 3: Ship the Item Back to Us

You are responsible for the cost of return shipping unless the item is faulty or we made an error. We recommend using a tracked and insured shipping service.

Send your return package to:

VitaFence Co Store Returns
68 Brazen Gate
Norwich, GB NR7O 8TJ

Return/Exchange Request Email Template

Copy and paste the text below into an email and send it to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear VitaFence Co Store Team, I would like to request a return/exchange for an item from my order. Order Number: [Please insert your order number] Product Name: [Please insert the product name] Reason for Return/Exchange: [Please specify the reason – e.g., faulty, incorrect item, changed mind] I have read and understood the Returns & Exchanges Policy on your website. Kind regards, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refunds and Processing Time

Refund Processing

Once we receive and inspect your returned item, we will process your refund within 5 business days.

How Will I Receive My Refund?

Refunds will be issued to the original payment method used during purchase:

  • Visa, MasterCard, JCB: Refunds will be processed back to your card. Please allow 5-10 business days for the refund to appear on your statement, depending on your bank’s processing times.
  • PayPal: Refunds will be sent back to your PayPal account. This is usually reflected within a few business days.

Please note that original shipping costs are non-refundable for returns that are not due to an error on our part.

Exchanges

For exchanges, we will ship the replacement product to you as soon as we have processed the returned original item. Standard or free shipping charges will apply to the new shipment.

Faulty or Incorrect Items

If you receive a faulty item or an item you did not order, please contact us immediately. We will apologise for the error and cover the cost of return shipping while arranging a replacement or full refund for you as quickly as possible.

Questions?

If you have any questions about our returns process, please don’t hesitate to contact our friendly team at [email protected]. We’re here to help!