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Returns Policy

Ashwood Nurseries guarantees only to send you top quality plants and products. We inspect 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 MAIL ORDER DEPARTMENT:

Please contact us immediately either by email mailorder@ashwoodnurseries.com or by phone on 01384 401996 and speak to a member of our very friendly team who will be able to help you. Please have your order number ready.

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. Please have your order number ready.

When we have agreed that there is a problem, you can 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 its original packaging.

We will then send a replacement or refund the cost of the goods where a replacement is not possible.

We will refund the cost of returning incorrect goods only 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 that is in poor condition when you take it out of the box, please contact us immediately. Please have your order number ready.

We may 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).

When we have agreed that there is a problem you can return your plant within 7 days and either have a replacement or a refund.

Please make sure you enclose your order number and return the item in its original packaging.

We will refund the cost of returning damaged or defective plants only 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 PRODUCTS:

If you receive a product that is damaged or defective, please contact us immediately informing us of the problem. Please have your order number ready.

When we have agreed that there is a problem you can return your product. You can return it within 28 days and either have a replacement or a refund.

Please make sure you enclose your order number and return the item in its original packaging.

We will refund the cost of returning damaged or defective goods only if you have followed the above procedure.

OTHER REQUESTS FOR RETURNS:

If you have any other reason to return plants or products, please contact us and our very friendly team will be able to help you.

When we have agreed you can return your plant or product,  you can request  either a replacement or a refund.

Please make sure you enclose your order number and return the item in its original packaging.

We do not refund the cost of returning goods that are not incorrect or damaged or defective.

JEWELLERY:

Returns can only be made if your jewellery is faulty, damaged or unfit for purpose.

ONE YEAR GUARANTEE ON PLANTS:

Our plants (all fully hardy shrubs, trees and perennials, excluding annuals and biennials) are all guaranteed for one year after you’ve bought them. If the plant fails in the first 12 months, please email a picture of the plant along with its plant label and your order number to mailorder@ashwoodnurseries.com

Once we have determined the cause of the problem we will endeavour to replace it or refund you. This guarantee does not include any plants that have failed due to any form of neglect, lack of watering or lack of proper horticultural care. Plants will not be replaced if the plant care guidelines, sent out with the order, have not been followed.

You will be charged for delivery on replacement items.

CANCELLATION:

To cancel an order, please contact us immediately either by phone on 01384 401996 or by email mailorder@ashwoodnurseries.com with details of the order you are cancelling. Please have your order number ready. A charge may be made if the cancellation is requested after the order or a part of the order has been despatched.

RETURNS: RESPONSIBILITY FOR GOODS

Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use our courier service or a recorded delivery service to return goods.

If the item has been used, is not returned in its original packaging or has been damaged as a result of poor packaging by you the customer we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.