Pugh’s Garden Village aims to send you the best quality plants and products. We check everything carefully before it leaves us and we also take great care with packaging and transport to ensure that your order arrives in perfect condition. However, if you do have a problem, here is what to do:

CONTACT OUR WEBSHOP DEPARTMENT:

Please contact us immediately by email orders@pughsgardencentre.co.uk. Please have your order number ready.

INCORRECT GOODS:

If we sent you something you hadn’t ordered and which was not a substitute item, please contact us immediately informing us of the problem. Please have your order number ready.

When we have agreed that there is a problem, we will arrange a way for goods to be returned. In light of the current COVID 19 situation goods cannot be returned to the garden centre itself and we will arrange collection/replacement. If it is a plant, you can arrange a return within 7 days or if it is a product you can return it within 28 days.

We will then send a replacement or refund the cost of the goods where a replacement is not possible.

We will refund the cost of returning incorrect goods only if you have followed the above procedure.

Plants are ‘Perishable Goods’ and your rights as a Consumer do not fully apply, hence the 7 day period for return of plants

DAMAGED OR DEFECTIVE GOODS:

If you receive a plant that is in poor condition when you take it out of the box, please contact us immediately. Please have your order number ready.

We may ask you to send us a photograph so that there is no doubt as to its condition upon arrival with you and to help us determine the cause of the problem.

Plants cannot be returned purely on the basis that the flower colour or other characteristics do not exactly match a particular illustration and description. There are always slight variations in size, shape and colour between different specimens and illustrations and descriptions are approximate and for guidance only. Products may vary depending on the best in bloom on the day of order.

When we have agreed that there is a problem you can return your plant within 7 days and either have a replacement or a refund.

We will refund the cost of returning damaged or defective plants only if you have followed the above procedure.

Plants are ‘Perishable Goods’ and your rights as a Consumer do not fully apply, hence the 7 day period for return of plants.