Our Returns Policy forms part of, and must be read in conjuction with our, Terms and Conditions of Sale. For the returns policy on ALL items, please see below.
Our Returns Policy is simple.
When you receive your item/s, you must check it/them as soon as it/they arrive. Please ensure that a returns confirmation has been sent through via email before attempting to return any items to us. You have 14 days, including day of delivery, to initiate a return. Items must be in the same packaging and in the same condition that you received them.
Wrong item/s received.
We apologise if you have received the wrong item by mistake. This is not common and we will want to work quickly and professionally to resolve this matter. To make this as easy as possible you must keep the packaging in which you received the incorrect item/s. You must have 'return of wrong items confirmation' from ourselves who will then be able to re-send the correct items once collection of the items received is in place. Please note that this must be within our 14 day returns policy.
Item/s not received.
Please accept our apologies if you have not received your items. This is not common and and we will want to work quickly and professionally to resolve this matter. Please check that the items you have ordered are not out of season and are labelled as a pre-order on our website. To receive a refund or a replacement, you must inform us that you have not received your item/s within 7 days from the day on which you received an email from us confirming that the item/s had been dispatched.
What we do next.
All items returned to us are checked by our Returns Department. If you are entitled to a refund then you can expect this to be completed within in 5-7 working days from the date in which we receive the return.
Damaged or Defective Goods.
If you receive an item that is defective, please contact us as soon as possible informing us of the problem. Please make sure that the item is in it's original packaging. All items must be returned to us before a replacement or refund is issued. We must be notified before the items are returned.
If you receive a damaged plant, contact us immediately. We require photographic evidence of the damaged goods via email before any return or replacements are issued.
Please note that plants look different depending on the time of the year and season. All of our plants are fed, watered and treated meaning that they are healthy specimens. If the plant is not looking its best it is because it is out of season and will look beautiful very soon.
I've changed my mind!
Please note that if you are returning an item which is not faulty or damaged, only not suitable, then you are liable for the delivery charge and the return to us. We can arrange a collection if you call our head office on the numbers given below.
Cancelling an Order
If you have placed an order with us and have not yet received the confirmation of dispatch email, you can cancel your order. If you have received the dispatch email and would like to cancel the order you would need to follow instructions from the above section. Charges may apply when plants are out of season and sourced worldwide. You need to ensure that you have email confirmation of the cancellation. This would then follow by a refund of amounts due within 5-7 working days.
Customer Services Contact Information
Online Enquiries, including Order Updates; - 01279 792869
General Garden Centre Enquiries; - 01279 792321
Email; - firstname.lastname@example.org