At Garden by Waitrose & Partners we guarantee only to send you first rate plants, products and gifts and will inspect everything carefully before it leaves us to make sure it's in excellent 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’s what to do:
Contact Customer Services
Please either phone on 01344578800 between 9 and 5, Monday to Friday or email firstname.lastname@example.org
Otherwise write to:
Garden by Waitrose & Partners
Surrey GU20 6LQ
If we sent you something you hadn't ordered and which was not a substitute item (see below), please contact us within 14 days informing us of the problem. You can return it within 28 working days unused in its original packaging and you’ll not be charged.
Damaged In Transit
If your purchase is damaged in transit, please contact us within 14 days informing us of the problem. 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 its original packaging.
Damaged or Defective Goods
If you receive a product that is defective, please contact us within 14 days informing us of the problem. 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 its original packaging. If the product is covered by a manufacturer's warranty, please contact the manufacturer directly.
If you receive a plant that is in poor condition, please contact us within 14 days of delivery. We will then ask you to send us a photograph to help us resolve the issue as quickly as possible.
Please note that plants can vary in appearance throughout the seasons, particularly deciduous shrubs and perennials which become dormant during the winter months.
Perennial plants die back to below ground level each year in autumn, then fresh new growth appears again in spring, so please do not be concerned if there is no visible evidence of growth during the winter months. However, provided that you have contacted us within 14 days, we will be happy to arrange for a refund or replacement once we have received the pictures and determined the cause of the problem.
One year guarantee on plants, shrubs, trees and perennials
All fully hardy shrubs, trees and perennials are guaranteed for one year after you've bought them. If the plant fails in the first 12 months, send us a picture of the plant along with your order reference number to email@example.com. Once we’ve determined the cause of the problem we’ll endeavour to replace it or refund you. Please be aware that any tender plants (such as house plants), or garden plants that are not fully hardy (such as tender, half hardy or frost hardy perennials and shrubs) will not be covered by the guarantee. This guarantee also does not include any plants damaged due to lack of watering or lack of 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 any airborne pests and diseases such as box blight, fungal leaf spot or aphids. You will be charged for delivery on replacement items.
Please note that you are entitled to cancel this contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.
Please note that your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly (including all perishable goods such as food and fresh flowers).
If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
To exercise the right to cancel, you must inform us of your decision to cancel your purchase by a clear statement, including details of your name, address, details of the order you wish to cancel and, where available, your phone number and email address.
Notice of such cancellation may be given by contacting our Customer Service team on 01344 578 800 between 9am and 5pm Monday to Friday, or by emailing firstname.lastname@example.org
If you decide to cancel, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
You can return anything you're not happy with within 28 days of receiving it provided you have contacted us within 14 days of receipt to advise of its return and that it's not something you've tried out and not liked! Please note, we do not refund the original delivery cost or reimburse you for the cost of returning an item to us
Once our customer service team have confirmed the next step of the return process, goods must be returned to:
Garden by Waitrose & Partners
All goods must be returned with a copy of your order confirmation, reason for your return and one method of contact (e.g. contact number, email address). Once we have received your return, your refund will be processed within 7 working days.
Items purchased online through WaitroseGarden.com must be returned directly to the above address. Items purchased online cannot be returned instore and will be refused if a return is attempted.
Items purchased instore must be returned to a Waitrose & Partners grocery branch. Online returns will be refused and may prevent your items from being successfully refunded.
Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return items.
To get a full refund, simply return the items to us in its original condition, in its original packaging within 28 days of cancellation.
If the item has been 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.
If you order a Ready-Made Border, Plant Combination or Border Design and a plant in the scheme is unavailable, we reserve the right to replace it with something similar. You can rely on us to choose a plant that's not only of a comparable size and price but one that fits in with the overall design we've worked on with you.