Returns & Refunds
If you have changed your mind about an item you have purchased, you can return it within 28 days for a refund or exchange, as long as it is in its original condition and you have not used the product. Any packaging must be unopened or unsealed.
If you have purchased an item and have changed your mind, we will not refund any delivery fees associated with that order.
If you have purchased an item that is faulty, or develops a fault within 30 days of purchase, you can return this to us for a full refund or exchange. If the item you have purchased develops a fault within the first 6 months, you can return this to us and we will repair or replace it. Some products are covered by an additional manufacturer’s warranty.
How to return an item
If you have purchased an item in store from one of our garden centres, please return it directly to one of our centres. You must ensure you have the receipt as well as the payment card originally used to purchase the item. Unfortunately, we are unable to process a refund or exchange without the receipt. If you no longer have the receipt, please email us with proof of purchase such as a card or bank statement and we will be able to find the transaction on our system and send the receipt to you.
For online orders, please bring your order confirmation email or delivery note to one of our centres together with the item you would like us to refund or exchange.
For large bulky items that were delivered to your home, please email firstname.lastname@example.org to request a collection. Please remember that if you are returning the item because you have changed your mind, we will not refund any delivery fees associated with that order. We will charge a collection fee for unwanted items, but will not charge for the collection of damaged or faulty items.
As soon as we receive the returned item back in our warehouse, we will process a refund to the payment card originally used to purchase the item. This can take up to 14 days to appear in your account.
All returned items must be unopened, unused and in their original packaging, with proof of purchase. Any faulty items must be returned with proof of purchase.
We are unable to process a refund or exchange without proof or purchase so please make sure you keep your receipt or order confirmation.
Items that cannot be returned
The following items cannot be returned (unless faulty)
- Products purchased over 28 days ago
- Products that have been opened or unsealed and are no longer in their original packaging
- Products that are not in the condition in which they were purchased
- Any ‘made to order’ or special order products
- Items that have an expiry date such as food
- Products that can’t be returned for hygiene reasons e.g. earrings, cosmetics etc.
- Gift cards
If you purchase a plant that you are dissatisfied with the quality, please contact our customer services team immediately and we will be happy to help.
Please email email@example.com and include a photo of the plant including the ground or container it is planted in as well as an image of your receipt. One of our plant experts will review it and contact you to discuss any appropriate actions. Please remember that plants can look different depending on what time of year it is.
Hardy plant guarantee
Our hardy plants are guaranteed for 2 years from the date of purchase. Please contact us if your plant fails within the first 2 years by emailing firstname.lastname@example.org
This does not include plants that are damaged due to lack of watering, over watering, lack of proper horticultural care or other factors outside our control such as damage caused by pests or disease.
This guarantee does not cover non hardy plants such as bedding, annuals, bulbs or houseplants.