Not happy with your purchase? No problem!
We offer exchanges, refunds, or alternative solutions to make sure you're satisfied. Just tell us why you're returning your item and what you'd like us to do, and we'll take it from there.
Can I change or cancel my order?
Once an order has been placed it may be too late to change it - we’ll do our best but if we are unable to change it, we do have a simple cancellation or returns policy to help you.
We can usually cancel your order right up to the point of dispatch. We advise you to contact us as quickly as possible if you wish to cancel your order. If the order has been shipped, we cannot guarantee that the order can be cancelled.
How do I return my order?
We really hope that you’ll love your new purchase, but if you do change your mind you can return it for a refund. Simply contact us within 30 days of receiving your order, our Customer Care Team will then confirm your order and eligibility for a return.
You have plenty of time to return your purchase, up to 30 days from the date of delivery. Please ensure all items are returned in the original packaging it arrived in. We advise you to use a reliable, insured & tracked delivery service to ensure your item is returned safely.
As with returning items to a physical store, it is your responsibility to arrange and pay for the return of goods that are correctly supplied and not faulty.
"Made to order" or "bespoke" items are usually (they must be) indicated as such on our website. Additionally, anything where you specify a colour or size that is not described on the website is considered "made to order." Unfortunately, "made to order" or "bespoke" items cannot be cancelled or returned.
If you are returning part of a product "bundle" or "set" as indicated on our website we will calculate the total price of all of the items that you have not returned, and refund you the difference.
Please note that we can only accept your return in the following condition:
- In its original packaging (as it arrived)
- Undamaged and unused
- In a resaleable condition
- Within 30 days after you received your order
Once we receive your return, our warehouse team will check over the item to ensure it’s in a resaleable condition. You will then receive a full refund including the standard cost of delivery (unfortunately, we won't be able to refund any Next Working Day delivery charges if delivery was attempted on time). PLEASE NOTE: This doesn't apply to a partial return or part cancellation of a multi-item order or bespoke or made-to-order items
What if my item’s damaged when it arrives?
We know how upsetting it can be if your new purchase arrives damaged, so we want you to know if this happens, you’ll be eligible for a replacement, a discount, or a full refund.
It’s important that you carefully inspect your item(s) as soon as possible after delivery. If there’s any issues, please contact us with your order details and we’ll be happy to resolve this for you. Please include images or videos of the damaged items to help us assess it and offer you a suitable solution.
Unfortunately, if items have been damaged due to wear & tear, misuse or weather damage we are unable to offer a refund or replacement.
What if my item is faulty?
We offer a one-year warranty on all of our products, unless stated otherwise. If you receive a faulty item, please contact our customer care team. Within the first 30 days of receipt of your order, we will repair or replace the product. During the first 30 days, you also have the option to receive a refund. In the case of a failed component, we may opt to replace the faulty part rather than the entire product.
Please note: Our hurdles and screening rolls are made from natural materials, and as a result, color may vary within batches, depending on the source of the timber. We are unable to guarantee uniform color.
We are unable to accept claims for any consequential loss or expenditure as a result of a fault arising.
What if I was sent the wrong item?
If we’ve missed something or sent the wrong item, let us know and we’ll resolve it for you as quickly as possible.
How long will my refund take?
Your refund will be processed to the original payment method you used when you placed your order. The time it takes for this payment to arrive will depend on your bank and can take 5-7 working days.
Can I return live plants if I change my mind?
Unfortunately, we are unable to accept returns or cancellations for live plants once they have been dispatched. This is because live plants are perishable goods and are therefore exempt from standard return rights under UK Consumer Contracts Regulations.
What if my plants arrive damaged or unhealthy?
We take great care to ensure your plants arrive in excellent condition. If your order arrives damaged or the plants appear to be in poor health, please email us within 24 hours of delivery with clear photos. We’ll review and offer a suitable resolution, which may include a replacement or refund.
Why can’t live plants be returned like other items?
Live plants are highly perishable and require specific handling, temperature, and timing to survive. Once they leave our facility, we can’t guarantee their condition if returned. For this reason, they fall under the perishable goods exemption in UK returns legislation.
