Returns Policy

At RHS Enterprises we guarantee only to send you top quality plants, products and gifts and will inspect everything carefully before it leaves us to make sure it's in excellent condition. We also do our utmost to package and protect everything so that it doesn't get damaged on its way. However, if you do have a problem, here is what to do:

Contact Customer Services

Please either phone on 01344578822 [between 9 and 5, Monday to Friday] or email customerservices@rhsplants.co.uk
otherwise write to:
RHS Enterprises Plant Offers
Nursery Court
London Road
Windlesham
Surrey GU20 6LQ

For cancellations or complaints please call 01344578822 [between 9 and 5, Monday to Friday] or email customerservices@rhsplants.co.uk

Incorrect Goods

If we sent you something you hadn't ordered please contact us within 14 days informing us of the problem. You can return it within 28 working days unused in its original packaging afor a full refund.

Damaged In Transit

If your purchase is damaged in transit, please contact us within 14 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.

Damaged or Defective Goods

Products

If you receive a product that is defective, please contact us within 14 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging. If the product is covered by a manufacturer's warranty, please contact the manufacturer directly.

Plants

If you receive a plant that is in poor condition when you take it out of the box, contact us immediately. We will then ask you to send us a photograph so that there is no doubt as to it's condition on arrival with you, as opposed to what it looks like by the time you return it to us. Bear in mind that plants look different depending on what time of year it is. If you choose a nice leafy-looking deciduous shrub in the winter, remember it's going to turn up looking pretty bare. It doesn't mean there's anything wrong with it, just that it's out of season and will perk up when the weather does. Perennial plants won't even show above the soil level in a pot during the winter, but that doesn't mean you've been sent a pot of soil. However, provided that you have contacted us within 14 days of receiving the defective plant we will be happy to arrange for a refund or replacement once we have received the pictures and determined the cause of the problem.

Five year Guarantee on Plants, shrubs, trees and perennials

All fully hardy plants (all hardy shrubs, trees and perennials) are guaranteed for a period of 5 years from purchase, and other plants for their first flowering season, provided all instructions are followed. If the plant fails in the first 5 years, send us a picture of the plant along with your order reference number to customerservices@rhsplants.co.uk. Once we have determined the cause of the problem we will endeavour to replace it or refund you. This guarantee does not include any plants damaged due to lack of watering proper horticultural care, so plants will not be replaced if the plant care guidelines, sent out with the order, have not been followed. Also, because these are completely beyond our control, we cannot be responsible for any airborne pests and diseases such as box blight, fungal leaf spot or aphids.

Cancellation

Please note once your order is being processed, we cannot amend or cancel your order. You can check the status of your order by logging into your account and going to the ‘My orders’ section. If it is not possible to cancel your order we will deliver your order as agreed and you can return it once it’s been received. This does not affect your cancellation rights.

In accordance with the Consumer Contract Regulations 2013, you have the legal right to cancel your order with us and receive a full refund if you request cancellation within 14 calendar days after receiving the goods. Please note we do not refund the original delivery cost or cover the expenses of returning the goods. Your right to return does not extend to goods that have been customised, personalised, or are non-returnable due to their nature, or are liable to perish or deteriorate quickly. If you intend to exercise your cancellation right, it is your responsibility to retain possession of the goods and ensure their proper care.

To exercise your right to cancel, you must notify us of your decision to cancel the order through a clear statement including your name, physical address, order details for the cancellation, and, if available, your phone number and email address.

If you wish to cancel your order, please visit our contact us page.

Returns

If you wish to return an item which you have received, you have up to 28 days to return it to us. You must contact us in the first 14 days to advise that you intend to return it. It must be returned in the same condition that you received it. Please include your order number and reason for return inside the box. Once we have received your return, your refund will be processed within 7 working days. Please note, we do not refund the original delivery cost or reimburse you for the cost of returning an item to us.

Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return things.

To get a full refund, simply return the item to us in its original condition, in its original packaging within 28 days of cancellation.

If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.