OUR RETURNS & REFUNDS POLICY
FOR ALL RETURNS please contact our Customer Care team:
On 0844 879 4166 between 8am and 6pm Monday to Friday. Calls cost 5p per minute from a BT landline. Mobile and other service providers rates may vary.
Email: customercare@notcutts.co.uk
All our products come with a 30 day money back guarantee and all our hardy plants have a 5 year guarantee (see notes on plants below). We endeavour to make sure everything is in perfect condition before it leaves us but if you wish to make a return for any reason here is what to do:
Damaged, Faulty or Incorrect Items
If an item is damaged, faulty or not what you ordered, please call our customer care team on 0844 879 4166;within 7 days to let us know what the issue is. It can be returned to us within 30 working days provided the product has been unused and is returned in the same condition in which you received it including being its original packaging for exchange or refund.
We will either arrange collection by courier or ask you to return it by post. We will reimburse you for the original delivery charges you paid and any reasonable costs incurred in returning the item to us (provided the method of return has been agreed by us prior to return) during this period. If there is a problem with a product that has a manufacturer’s warranty, please contact them directly.
Undamaged Items
If you wish to return or exchange an item where we are not at fault, please call our customer care team on;0844 879 4166;within 7 days. The item can be returned within 30 working days, provided the product has been unused and is returned in the same condition in which you received it including being in its original packaging which must not be damaged or opened, for exchange or refund at our sole discretion. You will be required to pay the return postage or collection costs.
Returning Plants
Please don’t panic if a plant looks different to the image on the Website. It is likely to be in perfect condition for the time of year and just ‘resting’ before it bursts into action in the coming season.
Plants do look very different throughout the year. Particularly in winter, many shrubs will look rather bare and stick-like and perennial plants may not even be showing through the soil.
All our plants are delivered straight from the nursery in carefully designed packaging to protect the plants as much as possible. If you receive a plant in poor condition for some reason please contact us straight away, within 7 days. We may ask you to send a photo of the plant so that we can confirm the cause of the problem.
If there is an issue with damage or poor quality we will happily exchange the item and arrange collection by courier.
Finally, if once planted, a Notcutts plant fails, you may be covered by our 5 year Guarantee (please see below). We will ask you to send a photo so we can diagnose the problem and confirm that the issue is not lack of plant care. If we do replace a plant please note that you will be charged for delivery of the replacement.
The Notcutts Guarantee
"At Notcutts we pride ourselves on the quality of our plants. We therefore guarantee all hardy plants for FIVE YEARS. A hardy plant is one that will withstand a normal winter outside. This therefore excludes bedding plants and houseplants. If a hardy plant fails to thrive given all proper care, we will replace it free of charge or give you a credit note. We will require you to provide proof of purchase and the plant label. Extreme climatic conditions may invalidate this guarantee as even the most robust plants can suffer in these circumstances.”
Refunding your Money
When you return a product to us for any other reason we will examine the returned product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product.
Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. We will usually refund any money using the same method originally used by you to pay for your purchase.If a product is not returned in a fully resaleable condition, we reserve the right to refuse a refund. This does not affect your rights under section 6 of the Terms and Conditions.