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Returns Policy

Grafton Nursery Returns Policy

Worried about your order? If you have a concern, no matter what it is, call us on the telephone on 0751 526 151. If we are busy and cannot answer immediately, leave a message and we will return your call at our next opportunity. Alternatively email us at to office@hardy-eucalyptus.co.uk

Damaged in transit? We’re very sorry to hear this and apologise for any inconvenience caused. If you call us on 0751 526 1511 or email to office@hardy-eucalyptus.co.uk our friendly and helpful team will help resolve the issue as quickly as possible.

Not what you ordered? We will always send you our happiest and healthiest plants, correctly labelled and true to type. If you feel that, for any reason, the plants we have sent to you do not meet with this high standard and you wish to return the order, please contact us by telephone or email, within fourteen days of receipt of your order and we will (without quibble) refund the cost of the plants rejected or send you replacements (provided they are available), at our discretion. To find out what has gone wrong with your original order, we do request that you to send us photographs of the plant(s) or may ask you to return the problem plants to us. Under these circumstances, we will also refund you with the cost of the return postage. Postage reimbursement is limited to standard weekday shipping rates for the size of the returned parcel, with the best value courier.

Changed your mind and want to return the order? You have the right to return any product within 14 days of receiving the last item of your order. All unwanted items must be returned in a saleable condition and proof of return given within those 14 days (Deductions may be made for signs of lack of due care). However, we advise that you contact us as soon as possible about your need to return your order. All of our plant products are living and therefore perishable, the longer they are left the more likely they will become unsalable, reducing the amount we are liable to refund.

Refunds will be made within 14 days of receiving the goods back or from 14 days of proof of return. If a more expensive service (I.e. Next day, Nominated Day or Saturday Delivery) was chosen, only our standard delivery charge will be refunded along with the amount paid for the products. The cost of returning the order and the risk of the item(s) being lost or damaged in transit when returning must be borne by the customer. It is advisable that the customer obtains insurance to protect the returning parcel; enough to cover the full value should anything go wrong during transit.

To where do I return items? Please note you must first notify us by phone on 0751 526 1511, and subsequently by email to office@hardy-eucalyptus.co.uk or letter of your cancellation and return.

You can only return items by post if they were ordered online or by phone directly from hardy-eucalyptus.com or Grafton Nursery. The products must be returned in the original packaging or secure packaging and be traceable (Recorded Delivery).

Please make all returns out to: Grafton Nursery, Worcester Road, Grafton Flyford, Worcester WR7 4PW

I ordered a gift voucher. Can I return it and get a refund? Yes, gift cards/vouchers can be cancelled within 14 days of purchase. Please call 0751 526 1511 quoting your order number and gift card/voucher number. Refunds will be made only to the purchaser of the gift card/voucher and the billing address must match the original order. The amount refunded will depend on two factors: the purchase price (not full value of the gift card) and any deductions already made on the card. We cannot exchange gift vouchers for cash and cannot refund the value on the card to anyone other than the purchaser.

I ordered and purchased using a gift voucher. How do I get a refund? If you are returning an item, changing an item or an item was damaged/broken on delivery a refund of the purchase value will be made to a gift card within 14 days of proof of return. Unfortunately, we cannot refund to another payment method. If you wish for the refund to be placed on the same card please supply the gift card/voucher number.

How long does it take to get a refund? All refunds, where applicable, will be made within 14 days of proof of return of faulty or unwanted goods. We do not store your card details at any time for your security and may therefore need to correspond with the payee to make the refund. We therefore advise you report the need for a return and refund as soon as possible.