Toftwood Garden Centre – Online Orders: Returns, Damages & Cancellations Policy

At Toftwood Garden Centre, we aim to deliver healthy plants and high-quality products directly to your door. We understand things occasionally go wrong and are committed to resolving any issues swiftly and fairly.

Returns – General Items

You may return any eligible non-plant item within 14 days of receipt for a full refund (excluding return postage), provided:

• The item is unused, in its original packaging, and in resaleable condition
• You cover the £4.95 return shipping cost (unless the item is faulty)
• Upon return, we will inspect the item before processing a refund. If the item is damaged upon return, no refund will be issued.

Returns – Plants & Living Goods

Due to the perishable nature of plants, our return window is more limited:

• You have 14 days from delivery to return a plant (you must pay the return shipping).
• Returned plants must be in healthy condition and packaged appropriately to prevent damage in transit.
• If returned in good condition, we will refund the cost of the plant and original delivery fee. If damaged on return, no refund will be issued.

Please note: Sale or discounted plants are not eligible for return or refund.

Damaged Items or Incorrect Orders

If your order arrives damaged, incomplete, or incorrect, we’re here to help — but you must act quickly:

• You must report any issue within 48 hours of delivery
• Send us an email with:
  
  • Your order number
  • Photos of the product in its packaging and out of the box, clearly showing any damage
  • A description of the issue

If reported within 48 hours, we will offer one of the following:

• A replacement plant or item
• A full refund for the affected product(s)

If damage is reported after 48 hours, we may assume the issue occurred post-delivery (e.g. plants left too long in the box, or not unpacked correctly), and returns or replacements may not be possible.

Issues After 14–30 Days

If a plant deteriorates within 30 days of receipt, you’re welcome to contact us. While we’re not obligated to issue a refund outside of the initial 14-day return window, we’re happy to assess:

• Provide clear photos of the plant and explain the care conditions
• Our team will inspect the issue and, where appropriate, we may offer advice, a replacement, or a goodwill gesture at our discretion.

Items Not Eligible for Return or Refund

• Any perishable plant or item reported after the 14-day window (unless previously agreed)
• Plants showing signs of neglect, over/underwatering, or extreme weather exposure
• Sale or discounted plants or clearance stock
• Items returned without adequate proof of purchase or photos

Cancelling an Order

If you need to cancel an order:

• Contact us as soon as possible after placing your order
• If the order has not yet been dispatched, we can cancel and refund in full
• If the order has already shipped, you will need to follow our returns process (return shipping applies)

Need Help?

If you have questions or need to report an issue, please email us with your order number, photos, and a short description. We aim to respond within 1 working day.

Thank you for shopping with Toftwood Garden Centre – and for trusting us to deliver a bit of the garden to your door