Invoice Number 24330 Hi, I'm writing to tell you how delighted I am with my recent order of two Kiwi. I was totally blown away at the care that was taken in wrapping the plants (straw) and how moist and healthy the roots were, they arrived in fantastic condition. This is excellent customer service. I work in gardening and have to order plants all the time, I shall order again. What a contrast to recent orders I have made to Thompson & Morgan that took weeks and weeks to arrive and when they did the plants were dead, and the soil around the root in the bag poored out like dry sand. Thank you again.
Helen Weekes, London
Whilst we always endeavour to do our best, things do go wrong from time to time. Should you need to return goods to us please read on...
In the event that you are present at the time of delivery and the package/s are damaged we advise that you either sign for the goods as 'Damaged' and contact us immediately. In the event that you have accepted delivery, it will help us if you are able to take a photograph of the packaging prior to opening it, so please contact us before opening if possible.
If you are not present at the time of delivery of the damaged package/s please contact as soon as practical (and in any event within 7 days of receipt). It will help us if you are able to take a photograph of the packaging prior to opening it, so please contact us before opening if possible.
If you receive a plant that is in bad condition when you unwrap it, please contact us immediately, preferably with an image of what you consider to be the problem. Please, please, please, do not discard items before discussing this with us. We regret that we can do nothing if goods have been thrown away / composted before we have seen what the problem is!
Firstly though please consider that plants may look different, or may not even show above the pot compost, depending on the time of year - for instance fruit trees in the late summer and autumn may have damaged and browning leaves, or with some herbaceous subjects in winter / early spring the top of the plant may not visible. In all cases we will have checked the plant before dispatch and, in our opinion, the plant is a healthy specimen.
If we sent you something you hadn't ordered and which was not a substitute item, please contact us within 7 days informing us of the problem. You can return it within 28 working days, in the same state it was received and where appropriate, in its original packaging and you will not be charged.
In accordance with the Distance Selling Regulations, you have the right to cancel your order at any time up to 7 working days after receipt. Please note that this does NOT extend to perishable items including living plants, bulbs, potatoes, shallot sets, bare root plants, fruit trees, or fruit plants. If you wish to cancel an order please contact us within 7 working days after receipt. You must take reasonable care of the goods whilst in your possession and they must be returned to us, promptly, at your cost. We can arrange collection of larger items, but you will be charged for this service at cost.
You can return plant/s and/or good/s that you are not happy with within 28 days of receiving it / them provided you have contacted us within 7 days of receipt to advise of its return. If the reason for returning items is 'not our fault' we will not pay the costs of returning an item to us.
We recommend you use a recorded delivery service for any item you are returning to us, as until we receive the plant/s and / or good/s you are returning, they are your responsibility.
To get a full refund, simply return the item to us in its original condition, in its original pot / packaging where appropriate within 28 days. Obviously we will need your order number or order details to process the refund so please don't forget to include those!
If the reason for return / cancellation is 'not our fault', we reserve the right to withold the carriage costs incurred by us in delivering the item to you and any credit / debit card transaction charges we may have incurred.
If the item has been subsequently 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.