Returns policy

Returns Policy

At Ballyrobert Gardens we guarantee only to send you top notch plants, products and gifts and will inspect everything carefully before it leaves us to make sure it's in tip top condition. We also do our utmost to package and protect everything so that it doesn't get damaged on its way. However, if you do have a problem, here is what to do:

Contact Customer Services

Please either phone on 028 93440101 between 9am and 5pm, Monday to Friday or email information@ballyrobertgardens.com otherwise write to:
Ballyrobert Gardens

154 Ballyrobert Road

Ballyclare

County Antrim

BT39 9RT

United Kingdom

Faulty Goods

If for any reason you receive a faulty item from us, you have 365 days from receiving it to return it under this policy. Please contact our customer services team, who will be able to assist you with the return. This does not affect your statutory rights.

Incorrect Goods

If we sent you something you hadn't ordered and which was not a substitute item (see below), please contact us. You can return it within 365 days of receiving it, in new or slightly used condition, and you will not be charged.

Damaged In Transit

If your purchase is damaged in transit, please contact us as soon as possible. You can return it within 365 days of receiving it and either get a replacement or a refund. Please make sure you give us your order number and, where reasonably possible, return the item in its original packaging.

Damaged or Defective Goods

Products

If you receive a product that is defective, please contact us. You can return it within 365 days of receiving it and either get a replacement or a refund. Please make sure you give us your order number and, where reasonably possible, return the item in its original packaging. Any manufacturer's warranty is in addition to your rights under this policy and your statutory rights.

Plants 

If you receive a plant that is in bad condition when you take it out of the box, contact us as soon as possible. We will then ask you to send us a photograph so that there is no doubt as to its condition on arrival with you, as opposed to what it looks like by the time you return it to us. Bear in mind that plants look different depending on what time of year it is. If you choose a nice leafy-looking deciduous shrub in the winter, remember it's going to turn up looking pretty bare. It doesn't mean there's anything wrong with it, just that it's out of season and will perk up when the weather does. Perennial plants won't even show above the soil level in a pot during the winter, but that doesn't mean you've been fobbed off with a bunch of soil. However, provided that you have contacted us within 365 days of receiving the defective plant, we will be happy to arrange a refund or replacement once we have received the pictures and determined the cause of the problem.

1 year guarantee on plants, shrubs, trees and perennials

Our fully hardy shrubs, trees and perennials (excluding annuals and biennials) are all guaranteed for 1 year after you've bought them. If the plant fails in the first year, send us a picture of the plant along with your order reference number to information@ballyrobertgardens.com. Once we have determined the cause of the problem, we will endeavour to replace it or refund you.

This guarantee does not include plants damaged due to lack of watering or proper horticultural care, so plants will not be replaced if the plant care guidelines sent out with the order have not been followed. Also, because these are completely beyond our control, we cannot be responsible for airborne pests and diseases such as box blight, fungal leaf spot or aphids. You will be charged for delivery on replacement items provided under this additional plant guarantee.

This guarantee is in addition to your statutory rights.

Cancellation

To cancel an order, please email information@ballyrobertgardens.com with details of the order you are cancelling. If all or part of the order has already been dispatched, the cancellation will be handled as a return under the policy below. We do not charge a cancellation or restocking fee, although customers are responsible for arranging and paying the return postage for non-defective products.

Returns

You can return anything you're not happy with within 365 days of receiving it, provided it is in new or slightly used condition. This includes products that have been opened or slightly used. We also accept exchanges within the same 365-day period.

Returns may be made by mail to the address above or in store during our advertised opening hours or by prior arrangement.

For non-defective returns made by mail, you are responsible for arranging the return label and paying the return postage. If an item is faulty, damaged in transit or incorrect, please contact us so that we can deal with the return costs as required by applicable consumer law.

Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend that you use a recorded or tracked delivery service.

To receive a full refund, return the item in new or slightly used condition within 365 days of receiving it. Original packaging should be included where reasonably possible, but it is not required.

We do not charge a restocking fee. An item that has been damaged or used beyond what could reasonably be described as slightly used may not qualify under this voluntary returns policy. This does not affect your statutory rights where an item is faulty, damaged or not as described.

Refunds can be sent back only to the original payment method used for the purchase. It is not possible to send a refund to a different destination, such as another card or bank account.

We will process approved refunds to the original payment method within 7 working days after receiving the returned item. Your bank or card provider may take additional time to show the refund in your account.

Refunds to expired or cancelled cards are handled by your card issuer and, in most cases, credited to your replacement card. If no replacement exists, the card issuer will usually deliver the refund using an alternative method, such as a cheque or bank account deposit.