Refund policy
We hope that you are delighted with your purchases from The Growers. However, if something does not meet your expectation, please contact us at support@wearethegrowers.co.uk within 30 days. Please include photos of the product(s) in question and a description of the issue. One of our team will be happy to assist you and will aim to resolve the issue for you in one of the following ways:
- Arrange a replacement product
- Arrange a refund for the product in question
- Arrange a credit on a The Growers gift card
We have a 30-day return policy, which means you have 30 days after receiving your item to contact us to discuss a return or exchange.
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 support@wearethegrowers.co.uk, quoting ‘Return request’ in the subject heading, along with your order number. If your return is accepted, we’ll process the refund or exchange as discussed, and give you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@wearethegrowers.co.uk
Please note that we do not offer a free returns service and therefore we recommend that if we do ask you to send something back to us, that you use a tracked courier service. Please do not refuse parcel deliveries and send back with your delivery driver, as there is no guarantee these will be returned to us and a refund may therefore be denied.
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 make sure you take photographs so that our team can support you as quickly as possible.
Exceptions / non-returnable items
Perishable items on our website (plants, flowers, compost, etc.) will be assessed for return/exchange on a case-by-case basis. Please contact the team at support@wearethegrowers.co.uk to discuss, and please include photographs of the issue.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
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.
Refunds
We will notify you once we’ve received and inspected your return (including by photograph), and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
PLANT GUARANTEE
GROWN FOR LIFE: Our hardy plant range are grown to stay with you for life; if cared for carefully, they will grow for years to come. For this reason, we offer a 10 year guarantee on all of our hardy plants that carry the ‘GROW HARD OR GO HOME’ stamp. Look out for this on our ranges of Shrubs, perennials, alpines and mature shrubs on our website.
Key exclusions from this guarantee: all bedding plants, all bulbs, all fruit, veg and herb plants, all indoor plants, all planter kits, all tools, accessories and pots, and all shrubs, perennials, mature shrubs, alpines and climbers without the ‘Grow Hard or Go Home’ stamp.
Other exclusions may apply.
If your plant carries our 10 year guarantee and it hasn’t survived:
- Take photos of the plant and email through to support@wearethegrowers.co.uk along with a description of the issue, and your order reference number
- Our growers will take a look at the photos and review the issue
- We will then contact you to arrange either a refund or replacement product