Return or Exchange an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a full refund on receipt, or exchange the item for another if preferred. Some products are non-returnable as they have a limited shelf life. These products are clearly marked with a '+' next to the product name. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We are able to accept delivery for these Monday - Friday between 9:30am and 4pm excluding public holidays. Please note, as a busy commercial nursery, we are unable to accommodate any callers on site for returns/exchanges, our set-up prohibits this from being a safe and practical option. Please note that due to the nature of our products - plants, pot sizes and dimensions may vary between seasons - so do not be alarmed if your trees have no leaves in winter, your roses have been pruned or topiary freshly clipped, or if your plants arrive in different sized containers at different times of the year. If you have any questions, do not hesitate to contact us, you may also like to check over our FAQ's which answer many commonly asked questions.
Please include a covering letter detailing why you are returning the goods and your order number, and send this along with the original invoice and parcel of goods to:
Gardening Express RETURNS
*As per their original condition on delivery, not planted out and still in original pots supplied by Gardening Express.
Faulty or wrong item
If the item you received is faulty (excludes plants), please contact us through the customer care section of your account, quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. If you are asked to dispose of the faulty item, do not do this until a replacement arrives, as we may need to raise a collection and return direct to a manufactuer. Please note plants are a live product, excluded from our faulty/wrong item policy. Superfluous minor transit damage such as the odd snapped twig or leaf on a plant does not make it faulty and we warrant that it will grow well, they are therefore not covered by the above, and if you are unhappy with them, they will have to be returned to us. Remember plants will have varying appearances depending on time of year if they do not arrive as you expected, and images used online show plants grown on/at their seasonal peak of performance.
If your plants are damaged or incorrect on delivery, we expect the customer to notify us within a maximum of 14 days to allow us to resolve the complaint. The reason for this policy is firstly because any detrimental effects of the transit journey on plants will be evident within this time and also because plants are perishable, living items, that require specific care and maintenance from the customer in order to keep them alive and healthy. By keeping a perishable item without notifying Gardening Express of any issues within the first 14 days of delivery, you are accepting the plants as being of a suitable condition on delivery.
Distance selling regulations
Under the Distance Selling Regulations of the United Kingdom you have the right to cancel your order for any item purchased from Gardening Express, for a full refund. This does not apply to perishable items such as plants that cannot be returned for shelf life reasons, and have been unsealed. These items are clearly marked with a '+' next to the product name. Order cancellations must be made in writing, quoting your order number, within 7 days of delivery of your item(s), and can be sent by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Discount codes & vouchers
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
This returns policy does not affect your statutory rights. For further information, please see our full Terms & Conditions.