We hope you will be pleased with your purchase, however, should you wish to return anything bought from us, we will be happy to refund or exchange (in-store only) a product in line with our policies. Please refer to our separate policies below for both website & in-store purchases:
Change or cancel an order made VIA OUR WEBSITE:
Orders can be cancelled if they haven’t yet been despatched.
Phone: on 020 8300 0084
Email: web.sales@ruxley-manor.co.uk
Please have your order number and date to hand when contacting us. If your products have already been delivered or despatched, then you will need to follow our returns procedure as per below.
RETURNS & REFUND POLICY
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 a percentage of the original selling price from the refund amount. All returns must be made via our appointed approved courier.
UNWANTED PURCHASES
Unwanted purchases must be in their original packaging and in fully resaleable condition.
If you need to return an item as you have changed your mind, we will charge you for our appointed courier to collect the item for you. For different sized items, the return cost will vary. The minimum return charge for any singular item is £20.00.
In this instance, the collection cost will be deducted from the total amount refunded on receipt and inspection of the item.
Alternatively, if you wish to arrange for the return of an item yourself, you are able to do this, but you must first inform us in writing at web.sales@ruxley-manor.co.uk that you will be doing so and ensure your order number is inside the return delivery.
PRODUCTS WE DO NOT REFUND
We are unable to offer a refund or exchange on perishable goods such as seeds, bulbs, flowers or plants.
DELIVERY CHARGE REFUNDS
We will refund your original delivery charge when a product is faulty, damaged or unwanted once it has been returned to us (as applicable).
*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.
RETURNING A WEBSITE ORDER TO OUR CENTRE
Simply take the order email and the product you wish to return or exchange to the appropriate department in the shop and tell the sales assistant you bought it online.
PLEASE NOTE: We will refund the price of the item to the purchaser or exchange the product once it is received by us.
FAULTY PRODUCTS
In the unlikely event that one of our products develops a fault within 28 days of purchase, we will refund you upon production of a receipt or proof of purchase. If it develops a fault after the first year you will need to contact the manufacturer directly in regards to their warranty (excludes furniture, warranty may vary please see the product at time of purchase).
HARDY PLANT GUARANTEE
Our Hardy Plant Guarantee does not cover plants purchased online. Although the plants sold online and instore are the same high quality plants, it’s just harder for you to bring the plant back to us in the unlikely event of a problem if you don’t live locally.
*Excludes food, houseplants, gift vouchers, fish and pets.
** Exclusions apply, the Ruxley Manor refund policy does not affect your statutory rights.
Refund & Exchange Policy
We will be happy to refund (or exchange) a product – provided it is in a fully resaleable condition. To enable us to assist you faster please ensure you also have your original receipt available – this applies to both refunds & exchanges.
Returns should 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 a percentage of the original selling price from the refund amount.
Returns can be made in-person at our dedicated Customer Services counter at the front of the store, located to the left after entering the store through the main entrance. Simply take the original receipt (and dispatch note if you have been issued one for delivered items) and the product you wish to return or exchange so that we can deal with your request.
RETURNS (WITH A RECEIPT)
We will be happy to issue you with a full refund if the product is returned to Ruxley Manor within 28 days in its original packaging.*
RETURNS (WITHOUT A RECEIPT)**
In the event of an item being returned without a receipt we would need to establish proof of purchase. In this case we would require the following information:
Customer Name:
Telephone Number:
Date of Purchase (as accurately as possible):
Last 4 digits of card used for payment:
Item Name:
Item Stock Code or Barcode (if possible):
Reason for return:
If you paid with cash and have no receipt we will be unable to offer a refund.
The information can be provided in person through the customer services office at the time of your return.
If you are unable to provide this information we are unable to take the matter further.
NON REFUNDABLE/EXCHANGEABLE PRODUCTS
We are unable to offer a refund or exchange on perishable goods such as seeds, bulbs, flowers or plants unless they are faulty. Please see below for our policy on made-to-order products.
Faulty Products
In the unlikely event that one of our products develops a fault within 28 days of purchase, we will either exchange the product or refund you upon production of a receipt or proof of purchase. If it develops a fault after the first year you will need to contact the manufacturer directly in regards to their warranty.
Hardy Plant Guarantee
We are so confident in the quality of our hardy plants that we are happy to guarantee them for 5 years. We will gladly replace any hardy stock that does fail, provided it has been looked after correctly. Simply return the plant within 5 years, along with your original label and receipt.
*Excludes food, houseplants, gift vouchers, fish and pets.
** Exclusions apply, Ruxley Manor’s refund policy does not affect your statutory rights.
