Returns & Refunds
Should you wish to return an item for whatever reason, we aim to make this process as quick and easy as possible. We hope you are always delighted with your purchase, however on rare occasions there may be a need to return an item for exchange or refund.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable).
Any item not in its original condition, is damaged or missing parts for reasons not due to our error or any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 working days.
Late or missing refunds (if applicable).
If you haven’t received a refund yet, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@onlinegarden.co.uk
Exchanges (if applicable).
We will replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@onlinegarden.co.uk and follow the returns procedure as detailed in the Shipping for Returns & Cancellations section at the foot of this page.
Changing or Cancelling an Order.
In most cases once your order has been placed and you have received an order confirmation email it’s not possible to make changes/amendments to your order whilst it is in transit.
If you need to change details of your delivery address, remove items from your order or wish to cancel your order please email us at hello@onlinegarden.co.uk (If you wish to add items to your existing order, you will need to place a brand new order for these items).
If you would like to cancel your order and your products have not been dispatched :-
Please email us at hello@onlinegarden.co.uk quoting your order reference, customer name and best contact number. Upon receipt of your request we will attempt to stop the dispatch if possible. If dispatch is stopped a refund will be issued within 7 working days, alternatively should we be unable to stop dispatch see below.
If the item/s you ordered have already been dispatched :-
In this case you will need to follow our returns procedure (See below - Shipping for Returns & Cancellations). We will help you throughout this and make the process as quick and easy as possible. Once your item/s have been returned, checked and if approved, a refund will be issued within 7 working days.
Your right to cancel starts from the moment you place your order, and runs for 30 calendar days or 7 working days from the day after you receive your goods should delivery exceed 30 calendar days.
Shipping for Returns & Cancellations.
Please contact us before returning your order to minimise the possibility of any issues.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To arrange return your product, you should first email hello@onlinegarden.co.uk requesting a return.
DO NOT RETURN YOUR ITEM/S BEFORE CONTACTING US TO ARRANGE THE RETURN OR THE GOODS MAY BE REFUSED
To return your product, you should mail your product to: Online Garden - Customer Services, Warwick Mill Business Park, Warwick Bridge, Carlisle CA4 8RR.
Should you return an item for any reason other than a manufacturing fault you will be responsible for paying the shipping costs for returning your item/s. Shipping costs are non-refundable.
If you have requested an exchange, depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item for return, we strongly advise using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item therefore a tracked delivery service is advised as we cannot be held responsible for any item/s lost/damaged during transit.