Order cancellation

You can cancel a Hillside Greenhouse order. When you can do it, and what happens to the money, depends on whether the goods have left 160 Carver Rd.

Before the order leaves the shop

Email contact@HillsideGreenhouse.shop or call +1 256-593-2621 with the order number and the words that you want it cancelled. If we have not handed the shipment to the carrier, we will cancel it and refund the merchandise, the tax, and any shipping charge we captured. Do not wait for a shipping email if you already know you want to cancel. A kit can be staged the same day.

After it has shipped

We cannot pull a parcel or a freight crate back once the carrier has it. Refuse the delivery if it has not been opened and you do not want it, and email us the same day so we know the refusal was intentional. After delivery, the 30-day unused return on the returns page is the way to send it back. You pay return freight on that path. A refusal after the carrier has already delivered is not a cancellation.

Special orders

A size or finish that is not in the catalog, which we confirmed in writing, cannot be cancelled for a change of mind after we have cut material or placed a material order we cannot send back. If we have not started, the before-shipment rule above still applies. Damage and wrong-item rules still apply after a special order is delivered.

Cancelling a pickup

A pickup appointment at 160 Carver Rd can be cancelled any time before you collect the order. Email or call. We refund the full charge if you never picked the goods up. If you took the goods home and they are unused and packed, use the 30-day return. You bring them back. We do not charge shipping on a pickup return you deliver to the shop yourself.

If we cancel

We may cancel if a price was a listing error, if we cannot source a part, if the address is outside the United States, or if payment did not clear. We email you. We refund whatever was captured. We do not substitute a different kit unless you agree in email.

When the refund shows up

We submit the refund within 10 business days after we confirm the cancellation, or after we inspect a return. Banks often take additional days to show the credit. We refund to the original payment method.