Returns Procedure for Unwanted Items

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition.

• Returns must be made within 28 days and in original, undamaged packaging.
• If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

Returns can be made through either of these options:

• Returns via courier collection. Please contact our Internet Office by phone (020 8300 0084) or by email (webshop@ruxley-manor.co.uk) with the following information: transaction number, product details, the reason for the return and whether you would like a refund or a replacement. We will email you back with further instructions and we will arrange for the courier to collect the product at your expense.  
  
  We do not charge for returns if an item is damaged – please refer to the section further into this document entitled ‘Procedure for Damages or Delivery Shortages’.

• In-Store. You may return your item to the garden centre department in which the product is offered.  Please present your despatch note/invoice to the assistant who will then complete a scribe for the refund amount.  This can then be taken to our cash hall where payment will be refunded to your credit card. 

Please note: We will only refund the price of the item or exchange the product once it is received by us.

Notes

• We are unable to offer a refund or exchange on perishable goods such as seeds or bulbs unless they are faulty.
• Delivery charges: We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted. We do not charge for returns except for unwanted purchases.
• Unwanted purchases of bulky furniture & goods. Where large products are returned as unwanted, we reserve the right to make a charge of £75 to cover the collection cost.
• None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations please see our Terms & Conditions.

Procedure for Damages or Delivery Shortages

Please make every effort to check the delivery before signing a receipt confirming the items have arrived in good condition.  You are perfectly within your rights to refuse a delivery if it has obviously been damaged in transit.  Where it is not possible to do this - and we acknowledge that it may not be - please follow the procedure below: 

To make a claim for any damages and/or shortages please send an email to webshop@ruxley-manor.co.uk within 48 hours of receipt of delivery, stating your order number and the details of the damages or shortages. 

We will arrange for the goods to be collected and replaced at no extra cost to you.  Please ensure you keep all the packaging from your delivery in a secure dry environment in case you need to return any part of your order to us.