Refund & Exchanges Policy

In-store purchases

The information below applies to purchases made in our stores. If you made your purchase through our online store, please see our Online Orders information further down this page.

What to do if you’d like a refund or exchange

1. Make sure you have proof of purchase (for instance a till receipt, bank statement or our price label).
2. Return the item within 14 days for a refund.

If the item is damaged or defective

We will be happy to refund the cost using the method you made the payment with. This does not apply to instances when the item was marked as ‘faulty’ prior to purchase or if the item was damaged when you tried to repair it yourself. In this case we may still be able to offer a partial refund or replacement.

Changed your mind about something you bought?

It happens. Sometimes we get things home and realise we no longer want it. We will offer a credit note to the value of your original purchase.

This must be within 14 days of purchase and the item must be returned in its original condition and with packaging intact.

Plants are a little different

For plant purchases we have a separate plant guarantee policy but please be aware that we cannot offer a refund, exchange or credit note for plants that haven’t been loved and looked after properly after purchase.

Please note this policy does not affect your statutory rights.

 

Online Orders

How to return an item

1. Contact us with your order number to let us know you’d like to return an item.
2. Package the item securely, ideally in its original packaging, along with proof of purchase.
3. Return it to us by post or in person at our Ilkley store.

Return postage is at your own cost unless the item is faulty, damaged or incorrect, in which case we will cover this.

Refunds

Once we've received and checked your return, we will refund you using your original payment method within 10 working days. Delivery charges are refunded only when the return is due to our error or a fault with the item.

Faulty or damaged items

If an item arrives faulty or develops a fault, you're entitled to a repair, replacement or refund in line with the Consumer Rights Act 2015. This does not apply to damage caused by misuse, accident, or attempted repairs carried out by you.

Changed your mind?

Alongside your legal right to cancel above, if you simply change your mind about an online purchase, we're happy to offer a refund or exchange within 14 days of delivery, provided the item is unused, in its original condition and with packaging intact. Return postage is at your own cost in this case. Plants are excluded from this, please see our Plant Promise.

Click and Collect Returns

If you collected your order in store, you're welcome to return it to our Ilkley store directly, or by post using the process above.

Please note this policy does not affect your statutory rights.