Returns Policy2021-06-17T14:37:28+01:00


Returns Policy

1.    Introduction

1.1 We understand that from time to time you may wish to return a product to us.

1.2 We have created this policy to enable you to return products to us in appropriate circumstances.

1.3 This policy shall apply to all of our customers, irrespective of their geographical location.

1.4 This policy shall apply to all orders submitted through our website and orders given verbally over the telephone or received via mail correspondence.

1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

2.    Returns

2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a) we receive the returned product within 28 days following the date of dispatch of the product to you];

(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c) you comply with the procedure set out in this policy in relation to the return of the product; and

(d) none of the exclusions set out in this policy apply.

3.    Returns procedure

3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2 Products returned under this policy must be sent by Royal Mail Signed For™ for smaller items and Parcelforce™for larger items, delivery to Grovely Wood,. The Yard, Recreation Road, SALISBURY, Wiltshire SP4 8HH.

3.3 You will be responsible for paying postage costs associated with returns under this policy.

4.   Exclusions

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

(a) any product made to your specification;

(b) any product made to order;

(c) any product personalised or adapted for you;

(d) gift vouchers in lieu of delivery.

5.    Refunds

5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2 We will not refund to you the original delivery charges relating to the returned product.

5.3 We will not refund to you any costs you incur in returning the product to us.

5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.6 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

6.    Improper returns

6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

7.   Our details

7.1 This website is owned by Clifford Sims and operated by Sole Trader Patricia Grady.

7.2 Our principal place of business is at The Yard, Recreation Road, SALISBURY, Wiltshire SP4 8HH

7.3 You can contact us by writing to the business address given above, by email to or by telephone on (answer machine) +44(0)1980 594383 or Mobile: +44(0)7795 284454.


September 2017_v3

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“My family and I first came across Grovely Wood and met Tricia and Emily at Blenheim’s Country File Live 2016. Our daughters were immediately transfixed by all the beautiful things on offer at the stall, and, having recently become godparents, we chose a Cow Barn and personalised pony (to match her mother’s childhood pony) for our goddaughter’s Christening present. We have been adding to her GW collection ever since, and each time the gifts are exquisitely made, beautifully packed and totally adored by their recipient (including a 4×4 Grover, horse trailer and another personalised pony). Emily was so helpful and quick to respond, and our order arrived very promptly and safely. They are always willing to go the extra mile to accommodate our demands! It’s our daughters’ turn next for some GW treats. Thank you Emily!

Sarah and Max , Purchased a Cow Barn, 2x personalised pony, Land Grover and Horse trailer

My daughters first saw the Grovely Wood stand in Badminton, it was love at first sight! A stop at the stand is still a Badminton must.

What fantastic beautifully crafted toys! They have been well-played with by both my girls and my pony mad nieces, and the still look like new. Solid and robust they are created to be heir loom pieces.
The Girls have collected many pieces.

The beauty is you can keep adding bits and bobs, With each piece personalised if required.

Tricia and Emily are prompt with their communication and delivery, and lovely to deal with.

Thank you both.

Jane , Purchased a playtable and accessories

Thank you so very much for all of your hard work; he is absolutely amazing and you have captured him so well. I can’t believe how beautiful he is!!!

The box and his wrapping are also really lovely and finish off everything so perfectly.

Olivia will be so pleased!

Lucy , Purchased a keepsake horse

It was lovely meeting you yesterday and thank you so much for driving the distance to deliver the table – much appreciated!

The table is just wonderful and exactly what I had envisaged. It also fits beautifully and the whole thing together looks amazing! I am extremely happy with the outcome and cannot thank you enough – the children will just love playing with it – I can’t wait to see their faces!

Once again, very many thanks for producing such a masterpiece!

Best Wishes,

Caroline RDA , Purchased a playtable and accessories

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