Complaints Handling Policy

Last updated 15 September 2026. This page describes how this shop works in plain English. It is not legal advice.

Our commitment

We would rather hear about a problem and fix it than have you go away unhappy. When we fall short, we deal with complaints fairly and as quickly as we can.

How to make a complaint

Email us at theteam@gardenedge.net with the word "complaint" and your order number in the subject line. Include as much detail as you can, and photographs if the problem is with the goods themselves.

How we handle it

Your complaint is recorded and given to a named person to deal with. They will reply setting out what they have checked and a fair way to resolve it, and they will tell you if something is going to take longer than expected.

If you are still not satisfied

Ask us to look at it again from the start. If we still cannot resolve it, you can raise it with your provincial consumer protection office or take a claim to the small claims court of your province.

Your personal information

We keep a record of complaints and how they were resolved, so we can find and fix the cause. Personal information in a complaint is handled under our privacy policy.

Your legal rights

Nothing in this policy affects your rights under the sale of goods and consumer protection legislation of your province, or under the federal Competition Act. See our refunds and returns page for how returns work in practice.