Returns and Refunds
At Brookside Nursery, we’re very proud of the plants and products which we supply. However if for any reason you’re not 100% satisfied, please contact us.
Please either phone on 0333 335 6789 between 9.30am and 4.30pm, Monday to Friday or email [email protected]
otherwise write to:
If we sent you something you hadn't ordered and which was not a substitute item (see below), please contact us within 14 days informing us of the problem. You can return it within 28 working days unused in its original packaging and you will not be charged. We will refund your reasonable return postage costs in this instance (Proof of postage costs will be required)
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. We will refund your reasonable return postage costs in this instance (Proof of postage costs will be required)
Damaged or Defective Goods
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. We will refund your reasonable return postage costs in this instance (Proof of postage costs will be required)
If you receive a plant that is in bad 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 may look different depending on what time of year it is. 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.
Return of non-damaged or defective goods
Although we are under no obligation under the distance selling regulations to accept return of goods which 'are liable to deteriorate or expire rapidly' (in this instance plug plants) we will accept the return of plants where you have changed your mind provided that they are carefully packed in the same way in which they were sent to you and that you use an expedited return postal service (eg Royal Mail First Class Post or a 24hr courier) As soon as we receive the plants and have checked that they are in reasonable condition, we will issue a refund. We will not refund your return postage costs in this instance.
All Other Goods
You can return anything you're not happy with within 28 days (except plants- see above) of receiving it provided you have contacted us within 14 days of receipt to advise of its return and that it's not something you've tried out and not liked! The analogy would be buying a dress, wearing it for a party and then deciding you no longer want it!
Buyers will be responsible for their postage costs in returning the goods. In the unlikely event that the goods are faulty or do not meet the description, we will pay buyers return postage costs as well (Proof of postage costs will be required) 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.
To cancel an order, please drop us an e-mail at [email protected] in good time before your order is due for dispatch, with details of the order you are cancelling. If your order is already in Assembly we will not be able to cancel at this late stage. You will have to follow the returns process above of non- damaged goods in this instance.