Cancelling or Return of Goods

 

Changing or Cancelling an Order

We regret that in general, changes to an order cannot be made once you've placed it. However, we do understand that there may be circumstances where you may want to amend an order you have placed. Please see below for your options and cancellation rights. 

To add products to your order, please place a new order for these items.

To change details of your delivery address, remove items from your order or cancel it completely, please contact our team for advice on 01932 833866 between 9am and 5pm Mondays to Saturdays or email us sales@clifton.co.uk  Please be ready to quote your order date.

If your order has already been despatched or delivered, please follow our Return instructions or return the items to our Surrey site:
Clifton Nurseries Surrey, Woburn Hill, Addlestone, Surrey KT15 2QG.

Consumer Contracts Regulations 2013

The Consumer Contracts Regulations give you key cancellation rights when you enter into contracts at a distance over the phone or online.

You are entitled to cancel your contract if you wish, as long as you cancel within 14 days from the day on which you receive your goods.

If you wish to cancel your contract, you are obliged to retain possession of the goods and take reasonable care of them.

To cancel your contract, you must let us know you wish to cancel providing us with details of your names, address, phone number, email address and details of the relevant order.

You can cancel by email: sales@clifton.co.uk , or call us on 01932 833866.

If you decide to cancel, you must return the goods to us at your own expense within 14 days of the cancellation. We will then refund you within 14 days of either receiving the goods back, or of you providing evidence of having returned the goods (for example, proof of postage receipt), whichever is the soonest. The reimbursement will be by the method used to pay for the original transaction – and will include the cost of the original delivery.

We may make a deduction from the reimbursement if the value of the goods has been reduced as a result of you handling the goods more than was necessary.

 

 Returns Procedure

We aim to always despatch premium quality products and plants to you, packaged and transported in such a way that the products and plants arrive in perfect condition. However, if you do have any concerns or problems, please contact us on  sales@clifton.co.uk  or 01932 833866.

If you receive any items that are damaged or defective please contact us within 14 days with the details, and return items within 28 days for a replacement or a refund. Please be sure to give us your order details and return the item in its original packaging.

If you receive a plant that is in bad condition when you take it out of the box, please contact us immediately and send us a photograph with your order reference. Please remember that plants differ in appearance at different times of the year. For example, if you purchase a deciduous shrub in winter it will arrive with no leaves - but the leaves will of course emerge again in the spring. Perennial plants may have minimal leaves in winter, or may be completely dormant - this does not stop them growing perfectly normally in the spring. Assuming that you have contacted us within 14 days of receipt, once we have identified that there is an issue we will be happy to arrange for a refund or replacement. 

You can return anything you're not happy with within 28 days of receiving it as long as you contact us within 14 days of its receipt, it is returned in the original packing, and the item is returned in the same condition in which it was despatched. Until we receive the items you are returning they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return items. Assuming the item is returned within 28 days in its original condition and in original packaging we are happy to refund the value. 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.

 

Guarantees

Our plants (all fully hardy shrubs, trees and perennials, excluding bulbs and annuals) are all guaranteed for two years after you've bought them. If the plant fails in the first 24 months, send us a picture of the plant along with your order reference for us to investigate and refund or replace. This guarantee does not include any plants damaged due to lack of watering or lack of proper horticultural care.

If a fault occurs within the manufacturer's guarantee period for a non-plant product, please contact us as soon as possible on sales@clifton.co.uk  or 01932 833866. This guarantee is in addition to and does not affect your statutory rights. 

Unless faulty or not as described, our returns and guarantee policy excludes the following:

  • Goods which have been customised to your specification (e.g. commemorative plaques on garden benches)
  • Perishable goods such as cut Christmas trees or real Christmas wreaths