Returns & Refunds

Return & Refund Policy

This policy applies to purchases from Trowell Garden Centre online. It does not affect your statutory rights.

Overview

You have a 30-day cooling-off period starting the day after delivery. Within this time you can return your purchase for any reason.

If you’re returning because you’ve changed your mind, you are responsible for return postage. All items must be returned in their original condition and packaging.

Changed Your Mind (within 30 days)

We’re happy to provide a full refund within 30 days provided that:

• You have proof of purchase.
• The product is in a re-saleable condition with all accessories and manuals.
• Original packaging is intact and undamaged. If the packaging is a clear, sealed wrapper intended for viewing the contents, please do not open it until you’re sure you want to keep the item.

Hygiene & Safety: For hygiene or safety reasons, some items cannot be refunded once opened or used. This does not affect your statutory rights.

If an item is returned in a condition that is not re-saleable (including clothing/footwear that has been worn), we will be unable to issue a refund and will return the item to you.

Faulty or Damaged Items

Please inspect your order on delivery. If something’s wrong, we’ll put it right.

• Damaged on delivery: If you suspect damage, you may refuse the delivery or note it with the courier. Then contact us within 24 hours so we can advise next steps.
• Faulty product: If a fault is discovered, contact us as soon as possible. We can often resolve issues quickly and will discuss a repair, replacement, or refund depending on how long you’ve had the product.
• Within 30 days of delivery: you’re entitled to a repair, replacement or refund.
• After 30 days: we’ll arrange a repair or replacement where appropriate.

If we ask you to return the product for inspection, we can provide a returns label where applicable.

Incorrect Product Delivered

If you received the wrong item, please notify us by phone or email within 24 hours of delivery.

• We’ll issue you a returns reference and arrange a replacement for the correct product.
• You can alternatively choose a refund, which will be issued when the incorrect product is returned.

Order Cancellations

• Before dispatch: Contact us to cancel and obtain a cancellation number (keep this as proof).
• After dispatch: If you choose to return the order, you are responsible for return costs and ensuring goods are undamaged.
• Refused deliveries: If you refuse a correctly supplied order and it returns to us, the return carriage cost may be deducted from any refund.

Returns Address

Refunds

Refunds are issued to the original payment method only.

Once your return is received and checked, we aim to process refunds within 48 hours. Depending on your payment provider, funds typically appear within up to 10 days.

We are not liable for any indirect loss or expenditure arising from a faulty product. This does not affect your statutory rights.

FAQs

• How long do I have to return? You have 30 days from the day after delivery. Holiday purchases made in November or December 2025 can be returned until 31 January 2026.
• Who pays return postage? If you’ve changed your mind, you’re responsible for return postage.
• How do I package my return? Items must be unused, in a re-saleable condition and in the original packaging with all accessories/manuals.
• How long do refunds take? We aim to process within 48 hours of receipt; funds usually appear within up to 10 days depending on your payment provider.
• What if my item is faulty or damaged? Contact us as soon as possible. Within 30 days you’re entitled to a repair, replacement or refund; after 30 days we’ll arrange a repair or replacement as appropriate.
• I received the wrong item — what now? Contact us within 24 hours; we’ll issue a returns reference and send the correct item or refund on return.

Contact Us

For returns, faults or damage, please contact our Customer Service Team:

Email: returns@trowellgardencentre.co.uk
Phone: 0115 8077 700