Refund policy

We want you to be happy with your order. However, as our products include living plants, bulbs and other natural products, there are occasions where an item may arrive damaged, become unavailable, or require a change to your order. This policy explains how we deal with returns, refunds, cancellations and substitutions.

This policy does not affect any statutory rights you may have under UK consumer law.

 

REQUESTING A RETURN

If you receive an item that is damaged, faulty, not as described, or otherwise not fit for purpose, please contact us within 14 days of receiving your order. We are unable to offer refunds for reasons outside of these circumstances, including, but not limited to, change of mind.

We recommend checking your parcel and its contents as soon as possible after delivery. If there is an issue, please email info@romanbanknurseries.co.uk with your order number, a description of the problem and clear photographs of the affected item(s). Photographs allow us to assess the condition of the goods and determine the most appropriate resolution.

Please contact us before returning any goods. Depending on the nature of the issue, we may not require the item to be returned.

Where we determine that an item was damaged or defective when supplied, we may offer a refund or replacement, subject to availability.

If we ask you to return an item, we will provide instructions on how and where to send it. Please do not return goods without contacting us first, as this may delay the resolution of your claim.

 

Natural Products and Growing Performance

Plants, bulbs and seeds are living products and can naturally vary in appearance, size, colour and growth. Their performance can also be affected by factors such as weather, soil conditions, planting methods and aftercare.

For this reason, a failure to grow, differences in flowering time or natural variations in appearance will not qualify for a refund or replacement where the product was healthy and of satisfactory quality when supplied.

If you are experiencing difficulties growing a product or products, please refer to our Planting Guides for FAQs on common growing challenges. Alternatively, please contact us at info@romanbanknurseries.co.uk for horticultural support.

 

CANCELLING AN ORDER

If you wish to cancel all or part of an order, please contact us as soon as possible by emailing info@romanbanknurseries.co.uk or calling 01553 829399.

We will do our best to accommodate cancellation requests, but once an order has been processed for despatch or handed to our delivery carrier, it may no longer be possible to cancel it before delivery. Our ability to cancel or amend an order may also depend on the type of product and how close the order is to its scheduled despatch date.

If your order has already been despatched, you should contact us before returning any unwanted goods. The return process will then be handled in accordance with this Refund Policy.

Cancellations made more than 72 hours after the order was placed are subject to a cancellation fee of 25% of the order value, as stock may have been reserved specifically for you. The cancellation fee is applied at our discretion, and we reserve the right to change the fee or the circumstances in which it applies. Any cancellation charge will not affect your statutory rights.

 

SUBSTITUTIONS ON ORDERS

We occasionally experience changes in availability, particularly with seasonal and pre-order plants and bulbs. Availability can be affected by factors including weather conditions, crop performance and supplier availability.

If the exact product you ordered becomes unavailable, we may offer you a suitable alternative.

Where possible, our substitution process will be:

• The same variety in a different size, where the exact size ordered is unavailable.
• If the same variety is unavailable altogether, we may offer a similar variety of comparable quality and value.
• We will contact you with details of any proposed substitution before your order is despatched.
• You may accept or decline the proposed substitution.
• If the replacement is worth less than the original item, we will refund the difference.
• If the replacement is more expensive, we will contact you before proceeding to arrange payment of the additional amount.
• We will not despatch an order requiring an additional payment until that payment has been received.

Substitution offers will remain open for 28 days. If we do not receive a response within this period, we reserve the right to remove the unavailable item from your order and refund the amount paid for it.

We will confirm any accepted substitution by email before despatch.

 

REFUNDS

Where a refund is agreed, we will refund the amount due using the original payment method wherever reasonably possible. Refunds will relate to the affected product or cancelled portion of the order, as applicable.

Where a product is unavailable and no suitable substitution is accepted, the amount paid for that product will be refunded.

Nothing in this policy limits or excludes any rights or remedies that cannot legally be excluded under UK law. Our liability provisions also apply as set out in our Terms and Conditions.

Contact us:
Email: info@romanbanknurseries.co.uk
Telephone: 01553 829399