At Stakehill Nurseries Ltd, we take great pride in offering top-quality products. While we strive to provide the best, we understand that unforeseen situations may arise, prompting the need for returns. Please review our policy below for a smooth and fair resolution process:
If you receive plants that are not in good condition, please notify us as soon as possible, but within 7 working days of receipt, providing evidence. In such cases, we will organise a pick-up and return of your damaged plant and issue a full refund upon receipt.
It is important to note that plants may appear less vibrant initially due to the time spent in a dark box deprived of water and sunlight. However, they should regain their original health and appearance within a few days. In the winter their visual characteristics may undergo significant changes compared to their typical appearance in spring or summer: Deciduous plants will shed their leaves, and their branches may appear brown rather than green, while herbaceous plants will undergo a process where they die back to ground level, giving the appearance of a ‘pot filled with soil’ upon receipt.
Should you receive plants that do not match the description, including discrepancies in size, colour or type, please inform us within 3 working days and provide photographic evidence for verification. We will arrange for a pickup and return, covering the associated expenses, and issue a complete refund upon receipt.
In the unfortunate event that plants are damaged during delivery, it is essential to document the condition of the delivery box with photographs before unpacking. If any plants are found damaged upon unpacking, kindly photograph the affected items. If the damage is already apparent upon delivery, please make sure to sign the delivery note indicating that the goods were damaged. In either case, please notify us within 3 working days with photographic evidence, and we will promptly address the issue and provide a suitable resolution.
For instances where you change your mind within 14 days, you have the option to return the item for a full refund, excluding the delivery cost. It is important to note that you are responsible for covering the shipment costs when returning goods for this reason.
In some situations, we may issue a refund without the need of a return. To expedite this process, always provide an accurate description of the problem and clear photographic evidence as soon as reasonably possible.
Our main goal is to ensure that you are satisfied with the quality of your plants that you purchase from us and the shopping experience that you have with Stakehill Nurseries Ltd. If you encounter any issues, please do not hesitate to reach out to us. We are dedicated to making your gardening and shopping experience as enjoyable as possible and we welcome your feedback and input in this regard.