Online Shop Returns Policy
At Cowell's Garden Centre, we take great pride in supplying healthy plants and quality products. Every order is carefully checked and packed before it leaves us. However, if something isn't quite right, we're here to help.
This Returns Policy explains what to do if there is a problem with your order, if you have changed your mind, or if you need to return an item.
Nothing in this Returns Policy affects your statutory rights.
Contact us first
If you have any concerns about your order, please contact our Online Team by email as soon as reasonably possible.
Email: office@cowellsgc.co.uk
Please include:
- Your order number.
- A brief description of the issue.
- Clear photographs of the item.
- Photographs of the packaging where relevant.
Submitting your enquiry by email allows us to investigate your concern quickly and ensures there is a clear written record of our correspondence.
Living plants
Plants are living products and naturally continue to grow and change after delivery.
Minor variations in size, shape, colour, branching, flowering stage and seasonal appearance are normal and do not indicate that a plant is defective.
Similarly, temporary signs of transport stress such as slight wilting, loose compost, minor leaf damage or flower drop will often recover after unpacking and appropriate aftercare.
If you have any concerns, please contact us before disposing of the plant or making alterations to it.
Incorrect items
If we have sent you the wrong item, please let us know as soon as possible.
Once we have confirmed the error we will advise whether:
- the item should be returned;
- photographs are sufficient;
- a replacement will be sent; or
- a refund is appropriate.
We will always aim to resolve mistakes promptly.
Damaged or defective goods
If your order arrives damaged or you believe an item was defective when supplied, please contact us as soon as reasonably possible.
To help us investigate we may request:
- photographs of the goods;
- photographs of the packaging;
- details of delivery;
- for living plants, information about planting conditions and aftercare.
Where appropriate we may also ask you to retain the goods while we investigate.
Once we have assessed the information provided we will advise the most appropriate resolution, which may include advice, replacement, repair where applicable or refund in accordance with your statutory rights.
Assessing living plants
When investigating concerns about living plants we may ask for additional information including:
- planting date;
- soil type;
- drainage;
- watering routine;
- sunlight and growing position;
- feeding regime;
- weather conditions;
- clear photographs of the surrounding planting area.
This information helps us determine the most likely cause of any problem and recommend the most appropriate solution.
Change of mind
If you have changed your mind after receiving your order, please contact us before returning any goods.
Plants may normally be returned within seven days of delivery provided they remain healthy, are in their original nursery pots and are returned in a condition suitable for resale.
Non-perishable goods may normally be returned within twenty-eight days provided they are unused, in their original packaging and suitable for resale.
Unless the return is due to our error or the goods were defective, return postage costs are your responsibility.
Original delivery charges are non-refundable unless required by law.
Returns
Please do not return goods until we have advised you whether a return is required.
In many cases, particularly for living plants, photographs are sufficient and returning the plant will not be necessary.
If a return is required, we will provide appropriate instructions.
Weather and transport
During exceptionally hot or cold weather, plants may experience temporary transport stress.
Symptoms such as wilting, flower drop or minor leaf damage are usually temporary and often improve after watering and acclimatisation.
Where severe weather is forecast we may delay dispatch in order to protect plant quality.
Missed deliveries
Please ensure someone is available to receive your order where necessary.
We cannot accept responsibility for deterioration caused by failed delivery attempts, incorrect delivery addresses, customer-requested delivery changes or parcels remaining uncollected after delivery has been attempted.
Refunds
Where a refund is agreed, it will normally be processed using the original payment method.
Refunds are usually processed within a reasonable period after the claim has been agreed.
Need help?
If you are unsure whether your plant or product has a problem, please contact us before taking any action.
Our horticultural team has many years of practical experience and will always do their best to help you achieve the best possible outcome.