Refund policy

Last updated: 31 August 2026

We want every Storelus purchase to feel right for your garden or outdoor space. If it doesn't, you can return it within 14 days of delivery under the conditions below. This policy sits alongside, and does not affect, your statutory rights as a UK consumer.

Return window	Free returns	Refund timeline	Refund method
14 days from delivery	All returns, including change of mind	5–10 business days	Original payment method

From request to refund — in five steps

Please do not return items without first requesting a return authorisation. Unannounced returns may be delayed or refused.

1. Request return — Email contact@storelus.shop with your order number and reason for return within 14 days of delivery.

2. Receive instructions — We reply within 24 business hours with a return authorisation and our UK return address, or — for ride-on mowers and other large machinery — to arrange a courier or freight collection.

3. Return the item — For small tools and accessories: pack the item securely in its original packaging and ship it back using a tracked service within 14 days. For large machinery: keep the item repacked and accessible for the agreed pallet/freight collection.

4. Inspection — We inspect the item on arrival to confirm it meets the return conditions.

5. Refund — Approved refunds are issued to your original payment method within 5–10 business days.

What qualifies for a return

Eligible for a full refund: items that meet all of the conditions below.

Requirement	Details
Time frame	Return requested within 14 days of delivery
Condition	Unused, unassembled and in the same condition as delivered
Packaging	Original packaging with all protective materials, fittings, fuel/oil caps and instructions
Proof of purchase	Order number or dispatch email supplied
Shipment	Returned (or ready for collection) within 14 days of the return authorisation being issued

Not eligible — we cannot accept returns for any of the following:

● Items that have been assembled, fuelled, run/used, installed, modified or visibly used or weathered outdoors

● Items with missing parts, missing accessories or missing original packaging

● Gift cards

● Made-to-order or bespoke items, unless faulty or damaged (stated on the relevant product page)

● Items returned more than 14 days after delivery without prior approval

● Items returned without a return authorisation from Storelus

Damaged, defective or incorrect items

These are always resolved free of charge — you never pay to return an item that is not as it should be.

Damaged in transit — Please inspect your parcel on delivery. If the product or its packaging is damaged, email us within 48 hours of delivery with your order number and clear photographs. We will arrange a free replacement or a full refund — whichever you prefer.

Defective on arrival — If your item is faulty out of the box, contact us within 48 hours of delivery. We do not require you to return defective items at your own expense — we'll arrange collection or replacement free of charge.

Exchanges — Prefer a different product, size or model instead of a refund? We're happy to arrange an exchange within the same 14-day return window.

Request an exchange — Email contact@storelus.shop within 14 days of delivery with your order number and the item you'd like instead.
Return the original — Send back (or have collected) the original item in the same unused, original-packaging condition required for a standard return. Return shipping is free, as with any other return.
Receive the replacement — Once we've received and inspected the original item, we'll dispatch your replacement. If there's a price difference, we'll refund or charge the difference to your original payment method.

Wrong item received — If we've sent you the wrong product, we'll arrange free collection and dispatch the correct item at no extra cost, or issue a full refund.

Inspection on return — Every returned item is inspected on arrival. Approvals — and refunds — are typically confirmed by email within 2 business days of receipt.

How your refund is issued

Approved refunds are always issued to the original payment method used at checkout.

Payment method	Refund timeline	Where the money goes
Credit / debit card	5–10 business days	Refunded to the card used at checkout
Apple Pay / Google Pay	5–10 business days	Refunded to the underlying card

Please note: Depending on your bank or card issuer, the refund amount may take a few additional business days to appear on your statement after Storelus has processed it.

Returns FAQ

How long do I have to return an item? You may request a return within 14 calendar days of the day on which you, or a person nominated by you, receive the goods. Approved returns must then be sent back to Storelus, or ready for collection, within a further 14 days.

What condition do items need to be in? Items must be unused, unassembled and in the same condition in which you received them, returned in their original packaging with all protective materials, fittings and instructions. Items showing signs of use, assembly, fuelling, weathering, damage after delivery, missing parts or missing packaging may be refused or refunded only in part.

What if I received the wrong item? Contact us within 48 hours of delivery. We'll arrange a free collection and either ship the correct item at no additional cost or issue a full refund — whichever you prefer.

What if my item arrived damaged or defective? Email us within 48 hours of delivery at contact@storelus.shop with your order number and clear photographs of the item and packaging. We'll arrange a free replacement or a full refund. You do not need to return defective items at your own expense.

What if my parcel is lost? Where a tracked order has not been delivered within 10 business days of dispatch and the courier confirms the item is lost, we'll dispatch a replacement at no additional cost or, at your preference, issue a full refund to your original payment method.

What if my order is very late? If your order has not arrived within the estimated 3–7 business day window, contact us and we'll open a courier investigation. If delivery cannot be completed within a reasonable additional period, you may cancel and receive a full refund.

Who pays for return shipping? Return shipping is always free, whatever the reason for your return — including a simple change of mind. For small tools and accessories, we'll provide a free prepaid return label. For ride-on mowers and other large machinery, we'll arrange and pay for a courier or pallet/freight collection at no cost to you.

How will I be refunded? Refunds are always issued to the original payment method used at checkout. We do not issue refunds in cash or to a different card.

How long do refunds take to appear? Once we receive and inspect your return, we'll email to confirm approval. Approved refunds are issued within 5–10 business days. Depending on your bank or card issuer, the amount may take a few more days to appear on your statement.

How do I request a return? Email contact@storelus.shop with your order number and a short description of the reason for return. Please do not send items back before receiving a return authorisation — unannounced returns may be delayed or refused.

Need help with a return?

Our UK customer service team is here to help. We reply within 24 hours on business days.

Support email: contact@storelus.shop

Business hours: Monday – Friday, 9:00–17:00 (UK)

Returns address:

Storelus

SEBY DEP MET LTD

32 Ascupart Street

Southampton, SO14 1LU

United Kingdom

Please request a return authorisation before shipping or arranging collection of any item.

About Storelus

Storelus is operated by SEBY DEP MET LTD, an independent UK retailer specialising in garden machinery and outdoor power equipment for households across the United Kingdom, carefully selected from trusted manufacturers.

Registered business address: 32 Ascupart Street, Southampton, SO14 1LU, United Kingdom (business correspondence address only — not a retail store or customer visit location).

Email: contact@storelus.shop

Phone: +44 1767 680550

Business hours: Monday–Friday, 9:00–17:00 (UK)

Company number: 13592804