At thegardenfactory.co.uk we guarantee to send you great products, whether gifts, buildings or plants.  We and our suppliers will inspect goods before they leave so they reach you in prime condition. We also do our utmost to package every item in such a way that it doesn’t get damaged. However, if you have a problem here’s what to do:

Contact our Customer Service Team
Either phone on 01376 573302 between 9.30 – 5.30 Mon-Fri or email us at store@thegardenfactory.co.uk

Otherwise write to us at:
The Garden Factory, Unit 2, Great Domsey Farm, Tey Grove, Elm Lane, Feering, Essex, CO5 9ES

Incorrect Goods

If we sent you something you hadn’t ordered and was not a substitute item, you must return it within 28 days unused and in its original packaging and you will not be charged.

Damaged in Transit

If your purchase is damaged in Transit, return it within 28 days and get either a refund or replacement. Please make sure you give us your order number and return the item in all its original packaging.

Damaged or Defective Goods
If you receive a product that is defective you can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in all its original packaging. If the product is covered by a manufacturers warranty, please contact the manufacturer directly.

Our Plant Guarantee

Our plants (Shrubs, perennials, and trees) are guaranteed for a year. If the plant fails during the period of 12 months after purchase, we will replace it or refund you. This guarantee does not cover plants that have been neglected ie: damaged due to lack of water, over-watering or a lack of proper horticultural care. In particular, plants will not be replaced and no refund given if the plant care guidelines sent out with the order have not been followed. Please take a photo of the plant, send it with your order no. to store@thegardenfactory.co.uk and let us know what the problem is. We will do our best to help you out with a replacement or refund. You will be charged for delivery on replacement items.

Cancellation
You can return anything you’re not happy with within 7 days of receiving it provided it’s not something you’ve tried out and not liked.  For example the analogy might be if you purchased a shirt then wore it to a party and then decided you no longer wanted it!  Sorry, there are no exceptions.

We will not pay the costs of returning an item to us.

To get a full refund, please send an email to store@thegardenfactory.co.uk with details of the item you are returning. The item must be returned to us in its original condition and in its original packaging within 28 day s of cancellation. If the item has been used, damaged or is not 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.