Cancellations, Returns, Refunds & Exchanges
Cancellations
If you wish to cancel your order, please contact us as soon as possible at orders@tatesofsussex.co.uk with your order number.
Returns
If you have changed your mind about an item you have purchased in store, 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 changed your mind about an item you have purchased online, you can return it within 14 days, even if you have opened it for inspection. It must be returned in new condition and in its original packaging. This does not apply to perishables or plants.
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.
Please note that we will not offer exchanges, refunds or repairs if your item is faulty due to misuse, neglect or accidental damage.
How to return an item
If you have purchased an item in store, please return it directly to one of our garden 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.
If you are returning an online order in person at one of our garden centres, 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 purchased in store or online and delivered to your home, please email help@tatesofsussex.co.uk to request a collection, together with full details on the items you would like to return, the collection address and your receipt number, (or order number for online orders).
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.
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 (or 14 days for online orders)
- Products that have been opened or unsealed and are no longer in their original packaging (for online orders, packaging can be opened for inspection)
- 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
Returning Plants
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 help@tatesofsussex.co.uk 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 help@tatesofsussex.co.uk.
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.
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Our returns/cancellation policy is provided in addition to your statutory rights, in particular your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Advice about your legal rights is available from Citizens Advice or your local Trading Standards office.
