Online Shop Returns Policy
Cowell's Garden Centre aims to send you the best quality plants and products. We check everything carefully before it leaves us and we also take great care with packaging to ensure that your order arrives in perfect condition. However, if you do have a problem, here is what to do:
CONTACT OUR ONLINE DEPARTMENT IMMEDIATELY:
Please contact us immediately by email to office@cowellsgc.co.uk for the attention of our online department. Claims will only be accepted through this channel and not via our social media platforms.
Please provide your invoice number on correspondence.
We ask you to provide us with photographs of the plants or products concerned as well as the packaging and paperwork.
INCORRECT GOODS:
If we sent you something you hadn’t ordered and which was not a substitute item (see below), please contact us immediately informing us of the problem, with your invoice number for reference.
When we have agreed that there is a problem we will advise as to how to return your goods. If it is a plant you can return it within 7 days or if it is a product you can return it within 28 days.
Please make sure you enclose your order number and return the item in it's original packaging.
We will then send a replacement (if available within 7 days) or refund the cost of the goods where a replacement is not possible.
We will only issue refunds if you have followed the above procedure.
Plants are ‘Perishable Goods’ and your rights as a Consumer do not fully apply, hence the 7 day period for return of plants.
DAMAGED OR DEFECTIVE GOODS:
If you receive a plant or product that is in poor condition when you take it out of the box, please contact us immediately, quoting your invoice number.
We ask you to send us a photograph so that there is no doubt as to its condition on arrival with you and to help us determine the cause of the problem.
Plants cannot be returned purely on the basis that the flower colour or other characteristics do not exactly match a particular illustration and description. There are always slight variations in size, shape and colour between different specimens and illustrations and descriptions are approximate and for guidance only (see Terms and Conditions).
Although we expect our products to be delivered to you in good condition, unfortunately from time to time plants can become up-turned, flowers shaken loose, foliage can be damaged and soil can become loose during transit. Whilst this is not desirable it is not generally detrimental to the long-term health and viability of the plant and will not give rise to a claim under our guarantee.
We cannot be responsible for quality of plants in the event of a missed delivery by the customer or by contact details or addresses entered incorrectly during the ordering process.
We cannot be responsible for damage due to cold transport conditions when shipping. If you are concerned about the temperature sensitivity of your plants, we offer heat packs for purchase or the option to delay shipping until a date of your choosing.
When we have agreed that there is a problem we will advise as to how to return your goods within 7 days for a refund.
We will not accept returns of plants that have any parts removed or are not in their original pots.
Please make sure you enclose your invoice number and return the item in its original packaging.
We will only issue refunds if you have followed the above procedure.
Plants are ‘Perishable Goods’ and your rights as a Consumer do not fully apply, hence the 7 day period for return of plants.
CHANGE OF MIND:
If you have changed your mind after receiving your order you can return plants within a 7 day period and other goods within 28 days at your cost for a refund. Please re-pack your items in the original packaging, ensuring that any plants are suitably protected and enclose your invoice number. All returned plants will be subject to a 24/48 hr quarantine period.
We will refund the cost of the items provided that they are in no worse condition on their return as when they were dispatched to you.
We are not able to refund any shipping costs where you have changed your mind.
Plants are ‘Perishable Goods’ and your rights as a Consumer do not fully apply, hence the 7 day period for return of plants.
RETURNS ADDRESS:
Cowell's Garden Centre (RETURNS)
Main Road
Woolsington
Newcastle upon Tyne
NE13 8BW