Thingwall Nurseries – Returns / Refund Policy
Thingwall 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, from time to time, things do go wrong; if you do have a problem, here is what to do:
Please telephone 0151 363 2199 between 10am and 4pm Monday to Friday or email to: sales@thingwallnurseries.co.uk or write to:
Thingwall Nurseries,
Lower Thingwall Lane,
Birkenhead,
Wirral CH61 1AZ
Incorrect Goods:
If we sent you something you hadn’t ordered or an incorrect item, which was not a substitute item, please contact us immediately informing us of the problem. Please have your ORDER NUMBER ready.
You can return the item within 14 working days, unused, 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 your reasonable return postage costs in this instance (Proof of postage costs will be required).
Goods Damaged In Transit (NOT PLANTS):
If your purchase is damaged in transit, please contact us immediately informing us of the problem. Please have your ORDER NUMBER ready.
You can return it within 14 days and either receive a replacement or a refund.
Please make sure you give us your order number and return the item in its original packaging. We will refund your reasonable return postage costs in this instance (Proof of postage costs will be required).
We are not liable for any outer packaging that is damaged in transit, only for any damage to the contents.
DAMAGED OR DEFECTIVE PLANTS:
Plants are perishable items and as such are EXCLUDED from normal consumer legislation. This list includes, but is not confined to, living plants, bulbs, potatoes, ‘sets’, bare root plants, fruit trees, fruit plants or pre-ordered plants that are being grown to order.
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 will 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/or description.
There are always slight variations in size, shape and colour between different specimens and illustrations and descriptions are approximate and for guidance only.
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.
We are not liable for any outer packaging that is damaged in transit, only for any damage to the contents.
Return of non-damaged or defective goods
Plants:
Although we are under no obligation under the distance selling regulations to accept return of goods which ‘are liable to deteriorate or expire rapidly’ we will accept the return of plants where you have changed your mind; provided that they are carefully packed in the same way in which they were sent to you and that you use an expedited return postal service (eg Royal Mail First Class Post or a 24hr courier).
As soon as we receive the plants and have checked that they are in reasonable condition, we will issue a refund. We will not refund your return postage costs in this instance, we also reserve the right to withhold the any delivery charge in delivering the item to you and any Credit Card / Debit Card or PayPal transaction charges we may have incurred.
All Other Goods:
You can return anything you’re not happy with within 14 days (except plants- see above) of receiving it provided you have contacted us within 7 days of receipt to advise of its return and that it’s not something you’ve tried out and not liked!
Buyers will be responsible for their postage costs in returning the goods.
In the unlikely event that the goods are faulty or do not meet the description, we will pay buyers return postage costs as well (Proof of postage costs will be required).
Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return things.
To get a full refund, simply return the item to us in its original condition, in its original packaging within 14 days of cancellation.
If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
Cancellation
To cancel an order, please contact us immediately either by phone on 0151 363 2199 or by e-mail at sales@thingwallnurseries.co.uk before your order is due for dispatch, with full details of the order you wish to cancel.
If your order is already in Despatch or has been despatched we will not be able to cancel your order.
You will have to follow the returns process above of non-damaged goods (as above).
One (1) 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 sales@thingwallnurseries.co.uk
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, have not been followed.You will be charged for delivery on all replacement items.