Refunds & Returns

Last updated 15 October 2026. Thank you for shopping at Level Lawn New Zealand. If you are not happy with your purchase, we are here to help.

Customer support

Email admin@levellawnuk.care or call 07312 246934. We aim to reply to every email within 12 hours.

14 days to change your mind

New Zealand law does not give you a cooling-off period when you buy online, so this part is our own policy rather than a legal right. We give you 14 days from the day your lawn lute is delivered to change your mind, for any reason. Email us with your order number before the 14 days end.

You then have a further 14 days to send it back. We refund the price you paid. You pay the cost of sending it back unless the item is faulty.

Please return it in its original packaging and in the condition you received it. If it has been used beyond what you would need to check it in a shop, or is marked or damaged, we may reduce the refund to reflect the loss in value.

Faulty, damaged or incorrect items

If your lawn lute arrives faulty, damaged or not as described, contact us as soon as you can and send photos. Photos help us take it up with DHL, but they are not a condition of your rights.

Under the Consumer Guarantees Act 1993 the goods we sell you must be of acceptable quality, fit for purpose and match their description. If they are not, you can ask for a repair, a replacement or a refund, and we pay the return postage. That right is not limited to a set number of days: it lasts as long as the goods should reasonably last.

On top of these rights, we give a 1 year limited warranty.

Cancelling before dispatch

You can cancel any order free of charge before it is sent. We normally send orders within 24 hours, so tell us as soon as you can.

How to return something

Email admin@levellawnuk.care with your order number before you send anything back. We will confirm the return address, which is our office at Beechways, 14 Lansdowne Road, Buxton, Derbyshire SK17 6RR, United Kingdom.

If we agree you do not need to send the item back, we will go ahead with the refund straight away.

Refund process

We process refunds within 2 business days of receiving the item back. The money goes back to the way you paid: your card through Stripe, or your PayPal account. Your bank may take a few more working days to show it.

Undeliverable items

Please check your delivery address carefully. If a parcel comes back to us because the address was wrong or incomplete, contact us and we will arrange to send it again or refund you.

Contact us

If you have any questions about this policy, email admin@levellawnuk.care. Nothing on this page limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.