Returns Policy & Procedures


Item(s) Damaged In Transit

On delivery of your goods please take time to check over your package and its contents. If your goods have been delivered by a courier and the packaging or contents are damaged please sign for your delivery as ‘damaged’ and notify us of any damaged item(s) by telephone or email within 48 hrs, in this instance it is important to keep all packaging.

If the item(s) has been damaged in transit you can return it to us within 30 days of receipt for exchange. Please email us for a returns form and return it with the goods. We will exchange the item(s) as soon as we can.

Item is faulty


You have the right to return a faulty item within a reasonable period of time. Keep all the warranty information that accompanies your purchase as this may be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. Please note that all lamps and bulbs are a consumable item and therefore can only be returned as faulty within 30 days of receipt and must be returned in their original packaging. This includes any bulbs supplied with fixtures. CFL lamps can only be returned as faulty within 14 days of receipt. Please email us for a returns form which must be completed and returned with the item(s).

Item(s) Sent In Error


If we have sent you an incorrect item(s) please email us and ask for a returns form. Send the item(s) back to us accompanied with the completed returns form and we will send you the correct item(s) as soon as we can. If you would rather cancel the item(s), tick ‘cancel’ on the returns form.

If you are still unsure about our Delivery FAQ’s, please get in touch by:

 

Free Shipping


Free Shipping is available on orders over £80 within UK mainland only.

*Excluding heavy items.

UK Mainland excludes Scottish Highlands, Scottish Islands, Northern Ireland and Channel Islands.

*Heavy item surcharge includes all growing media and products which have a higher volumetric weight.

Shipping costs are initially calculated by weight, however, if after packing the volumetric weight of your consignment is the higher or lower value you will be charged for the volumetric weight.

We endeavour to keep your shipping costs as low as possible.

 

How much do you charge for delivery?


UK Deliveries are calculated by weight:

European and International Deliveries are calculated either by weight or by volumetric weight. We will contact you with finalized costs prior to shipping if volumetric weight applies. For a shipping estimate based on weight click above:

Do you stock all the items listed on your website?


Yes we do.

We carry a large amount of stock to ensure that you can get the items you want when you want them. In the unlikely event that your item is not in stock, you will be contacted by email or telephone to inform you when we expect to be able to fulfill your order. Goods are never out of stock for very long, but you will be given the option to cancel your order if you would rather not wait.

What delivery companies do you use?


Inside UK: All UK deliveries are made using DHL & DPD. Over size and pallet deliveries are made using various delivery partners depending on your location.

Outside UK: Deliveries outside of the UK are made using DHL, DPD, UPS, TNT/Fedex. Over size and pallet deliveries are made using various delivery partners depending on your location.

How long will the delivery take?


We aim to dispatch all goods within 24 – 48 hours of orders placed before 2pm GMT Monday to Friday. Please allow a maximum of 5 working days for us to dispatch your order. If for any reason there will be a delay before dispatching your order we will inform you by email or telephone.

Is it possible for me to track my order?


Our courier will email you tracking information once your parcel has been despatched and is logged on their system. Please check your inbox.

Can you tell me what time my delivery will be made?


Standard deliveries will be made weekdays between 9am – 6pm. AM deliveries can be arranged for the following costs:

  • Before 10.30am – £25.00 + standard kilo charge for orders over 20kg
  • Before 12am – £20.00 + standard kilo charge for orders over 20kg

Please select the AM service you require when checking out.

Please note that although our delivery service is extremely reliable, we cannot refund for failed AM deliveries.

What if I am not available to sign for my goods?


If you are unavailable to sign at the time of delivery your parcel will be returned to your local courier depot. Goods returned to your depot will need to be collected within 5 working days or further delivery charges will apply.

Alternatively, you can request that your parcel is left in a safe location i.e. with a neighbour or in your garden. Goods left in a ‘safe location’ are left at your own risk. Please specify your safe location within the ‘Delivery Instructions’ box as you checkout.

Can the driver telephone me before the delivery is made?


Unfortunately, the driver does not make calls prior to delivery. However they may call if they are having difficulty locating your address.

 

Can I order online and collect my goods directly from your shop?


Yes, you can. If you want to beat the shop queue and make the most of our web promotions you can collect your order from our store in Exeter or Plymouth. Simply order online and select ‘Collect from Exeter’ as your delivery method. We will have your order ready and waiting for your collection. Please bring your web order number with you and allow at least 3 hours after ordering before collection.

Can I specify a day for delivery?


If you would like your goods to be delivered on a particular day, other than the first day possible, please specify this in the ‘Delivery Instructions’ box as you check out.

Do you deliver on Saturdays?


Saturday deliveries can be arranged for the following cost:
£12 + standard kilo charge for orders over 10Kg

Please select ‘Saturday Delivery’ as you check out.

Please note that although our delivery service is extremely reliable, we cannot refund for failed Saturday deliveries.

Can my goods be delivered to an address other than the Billing or Invoice Address?


Inside UK

Credit and Debit Cards: Providing your order has been placed online and your card is registered with 3-D Secure (Verified by Visa or MasterCard Secure Code), we can deliver to any address you wish. If your card is not already enrolled with this service you will be prompted to register when entering your card details. If your card does not support these services your order can only be sent to the card holders’ address.

Cheque or Postal Order: We can deliver to any address you wish.

Cash into Bank or Bank Transfer: We can deliver to any address you wish.

Telephone Orders: If paying with a credit or debit card, your order can only be sent to the card holder’s address. Goods paid for by cheque, postal order or by cash into our bank can be sent to any address you wish.

Outside of UK

Credit and Debit Cards: If your card is registered with 3-D Secure (Verified by Visa or MasterCard Secure Code), we can deliver to any address you wish. If your card is not already enrolled with this service you will be prompted to register when entering your card details with us for the first time. If your card does not support these services your order can only be sent to the cardholders’ address.

What is 3-D Secure?


3-D Secure is an XML based protocol used as an added layer of security for online credit and debit card transactions. The 3-D Secure protocol was developed by Visa to improve the security of Internet payments and offered to customers as the Verified by Visa service. Services based on the protocol have also been adopted by MasterCard , under the name MasterCard Secure Code. If your card is not already enrolled with this service you will be prompted to register when entering your card details with us.

How will my goods be packaged?


All goods will be sent in plain packaging with no senders address. Where possible we use recyclable packaging obtained from renewable sources.

I am ordering from outside of the UK. Is it possible for you to mark my package with a lower value so I can pay less customs tax on arrival?


Sorry, but this is not possible under any circumstances!