Returns Policy

If you’ve purchased an item from Shrubgarden but you’ve changed your mind or there’s a problem with your order, please contact us as soon as possible with your order number to request a return. Depending on the reason for your return, there are a few steps you can follow.

Contact Shrubgarden

Email: help@shrubgarden.co.uk

Telephone: 07496 137 817

Returns Information

If you wish to return an item purchased from us, you have 28 days in which to return it. Inside the first 14 days, you must contact us to notify us of your return request. Any items returned must be in the original condition you’ve received it, with all packaging intact.

Inside the returns box, it’s advised that you include your order number and the reason for the return in order for the returns process to go smoothly. Once we’ve received your return, a refund should be processed within 7 working days.

Unfortunately we don’t refund the original delivery cost or reimburse the cost of returning an item to us. Until we receive the goods you’re returning, ensuring they arrive is your responsibility, so we recommend using a recorded delivery service when sending items back.

If an item has been damaged on the return journey, or it hasn’t been returned in its original packing, we reserve the right to withhold part of the refund value if the item needs to be discounted for resale.

Faulty Goods

If you have received an item which is faulty or broken; you have 30 days in which to return it. It’s recommended that you contact Shrubgarden as soon as possible to notify us of any faults. We can then advise on the next steps, including how to return the item.

Incorrect Goods

If you’ve received an item which is incorrect and isn’t what you’ve ordered, please contact us within 14 days notifying us of the issue. We can then advise on how to return the item.

Damaged in Transit

Every care is taken to ensure that our plants survive the journey from our nursery to your door, but if you receive an item which is damaged in transit, please contact us within 14 days making us aware of the issue. We can then advise on how to return the item.

Defective Goods

If you’ve received a plant which you believe to be in a bad condition, we recommend that you contact us as soon as possible, but no later than 14 days after the plant’s arrival. We also request that you email us photographs of the plant explaining the issue to allow us to review and assess the problem in full. It is however worth bearing in mind that plants may look different and be at different stages of development depending what time of the year it is.

If you receive a product from us which isn’t a plant, please contact us within 14 days to inform us of the problem. The item can be returned within 28 days for a replacement or a refund.

12-month Guarantee

All of our plants are grown with love and care, and we believe that your plant will not only arrive in great condition, but it will flourish in your garden with the right nurture. It’s why we have a 12-month guarantee on any plant that fails in the first year of ownership. If you’re having an issue with any plants you’ve ordered from Shrubgarden, we recommend that you contact us as soon as possible, providing as much detail as possible on your failed plant.