Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@terracegardener.co.uk. Please note that returns will need to be sent to the following address: [Primrose Cottage, Bowzell Green, Sevenoaks Weald, TN14 6NB]
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@terracegardener.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please provide photographs of the damaged item(s).
Plant and Tree Care
Plants and trees are living products and their long-term health depends on proper planting and aftercare. Many of our plants and trees are sourced from specialist European growers and are imported in accordance with UK plant health regulations. We work only with reputable suppliers and take reasonable steps to ensure all plants are healthy and suitable for sale at the time of dispatch. We cannot be responsible for deterioration caused by weather, planting conditions, watering, pests, disease, neglect, or other factors outside our control after delivery.
Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item. Please note, that due to the hand-made nature of the pots there may be a 5-8% variation on the dimensions and colour of the product. Plants and trees cannot be exactly replicated as they may appear in the pictures.
Unfortunately, we cannot accept returns on ready-planted plants in pots unless the pots or plants are broken or damaged.
Exchanges and Returns
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
If there is no damage to the item but you have changed your mind about your purchase from Terrace Gardener, we will accept a return within one week but you are responsible for the return of the purchased products to us in the same condition.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Once approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@terracegardener.co.uk.