Returns & Refunds Policy

At Croxted Road Garden Centre, we want shopping with us to be easy, fair, and stress-free. If something isn’t right, here’s exactly how returns and refunds work.

Your Legal Rights (UK Customers)

If you buy from us online (distance selling), you can cancel within 14 days of receiving your order, for any reason. You then have a further 14 days to return the item. Refunds are processed within 14 days of us receiving the return.

Online Orders – Change of Mind

• Notify us within 14 days of delivery
• Return items within the next 14 days
• Items must be unused, in original packaging, complete and in resalable condition

Return postage is the customer’s responsibility for change-of-mind returns, unless the item is faulty or incorrect.

In-Store Purchases

For purchases made in person at our garden centre, refunds for change of mind are not legally required. However, we may offer a refund, exchange or credit note at our discretion if items are returned within 28 days, unused, in original condition, and with proof of purchase.

Faulty, Damaged or Incorrect Items

If your item is faulty, damaged in transit, or not as described, please contact us as soon as possible with your order number and photos (if available). If confirmed, we’ll arrange a replacement, repair or refund at no extra cost.

How to Return an Item

Online Orders

1. Email shopcroxtedroadgardencentre@gmail.com with your order number
2. Tell us what you’re returning and why
3. We’ll confirm the return and provide next steps

In-Store Returns

Bring the item and your receipt into the garden centre. Our team will check it and advise your options.

Refund Processing Times

• Refunds are processed within 14 working days of receiving and inspecting your return
• Refunds go back to the original payment method
• Delivery charges are refunded only where legally required

Non-Returnable Items & Exceptions

The following items may not be eligible for return unless faulty:

• Perishable goods and certain live plants
• Items returned used, incomplete, or without original packaging
• Gift vouchers

We may refuse or reduce a refund if an item is returned in a condition that prevents resale.

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FAQs

How do I start a return?

Email shopcroxtedroadgardencentre@gmail.com with your order number and what you’d like to return. We’ll reply with the next steps.

Do I have to pay return postage?

For change-of-mind returns, yes. If the item is faulty, damaged, or incorrect, we’ll sort it at no extra cost once confirmed.

How long do refunds take?

We process refunds within 14 working days of receiving and inspecting your return. Your bank may take a little longer to show the funds.

Can I return plants?

Some live plants and perishable items may not be eligible for change-of-mind returns. If a plant arrives damaged or unhealthy, contact us immediately with photos and we’ll help.

What if my order arrives damaged?

Please contact us ASAP with photos of the damage and packaging. We’ll arrange a replacement or refund once confirmed.

Contact Us

Email: shopcroxtedroadgardencentre@gmail.com
Phone: 020 8674 4366