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Returns & Refunds 2017-12-15T17:56:25+00:00

Returns Policy

Returns – What happens if you have a problem with an order?

Any product can be returned to us up to 14 days from the date it is delivered to you for a full refund or exchange. Unfortunately we cannot accept returns of part used goods, perishables or damaged products (unless delivered damaged – see below). In all circumstances when dealing with returns we ask that you contact us directly at so we can issue you a returns number and guide you through the returns process. HortiCentre complies fully with Consumer Contracts Regulations 2013 and The Consumer Rights Act 2015.

Damaged or Faulty Product – Please notify us as soon as possible within the statutory 30 days of delivery if a product is delivered to you damaged or you find the product to be faulty . If you accept a damaged parcel knowingly the damage must be specified on the courier driver’s signature terminal or directly to us. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us should you arrange your own method of return (we can also arrange collection of items within 10 miles of store on your behalf free of charge).

Incorrectly Ordered – Please notify us within 14 days of delivery if a product has been incorrectly ordered. We will rectify the problem, however you will need to return the product at your own cost. We will be happy to organise collection of the item within 10 miles of the store at a charge of £5.00. The product must be returned to us in a re-saleable condition (preferably in its original packaging and unopened). If the item is returned damaged or it is not in a re-saleable condition, we reserve the right to refuse a full refund.

Incorrectly Delivered – Please notify us as soon as you can within 14 days of delivery if a product has been incorrectly delivered. We will rectify the problem and you will not be responsible for the cost of returning the item. Once received, we will refund your original delivery charge and the value of the item to you in full (see below for refund information). The product must be returned in a re-saleable condition (preferably in its original packaging and unopened). If the item is returned damaged or it is not in its original packaging, we reserve the right to refuse a full refund.

Item refused or unable to deliver after 3 attempts – If we unable to deliver to you following the instructions given and you require the product to be re-delivered there we will charge delivery again at the original rate.

Product no longer required – Please notify us within 14 days of delivery if you change your mind about a product you have ordered. If your order has not yet been processed by our warehouse you may cancel your order in full. However if your item has already been dispatched then you can return this product to us, however you will need to return the product at your own cost. We will be happy to organise collection of the item within 10 miles of the store at a charge of £5.00 should you require. The product must be returned to us in a re-saleable condition (preferably in its original packaging and unopened). If the item is returned damaged or it is not in a re-saleable condition, we reserve the right to refuse a full refund. Once received we will issue a full refund for your product and delivery charge you originally paid.

All returns must be sent to:
HortiCentre,
New Road,
Overton,
Wakefield,
WF4 4RG

To ensure your refund is processed as quickly as possible please ensure the item is in its original packaging, it is packaged to avoid damage in transit and you have informed us of your return.

This returns policy does not affect your statutory rights.

Refund Information – Any refunds will be made as soon as possible but within 14 days from receipt of the returned goods and in accordance to our terms and conditions and your consumer rights. We will refund the original delivery charge you paid at the point of sale when a product is faulty, damaged, mistakenly sent, incorrectly ordered or you change your mind within the statutory 14 day cooling off period. We will only refund the cost returning an item when it is faulty, damaged or mistakenly sent. We will process all refunds, including any delivery charges, once the item is received by us and in the case of returned unwanted or mistakenly sent or incorrectly ordered items has been confirmed as being in a ‘saleable condition’.