At Waitrose Garden 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 [email protected]
Otherwise write to:
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’s in bad condition when you take it out of the box, contact us immediately. We will then ask you to send us a photograph so that there is no doubt as to it's 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 pot of soil. However, provided that you have contacted us within 14 days of receiving the defective plant 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
Our plants (all fully hardy shrubs, trees and perennials, excluding annuals and biennials) are all 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 protected]. Once we’ve determined the cause of the problem we’ll endeavour to replace it or refund you. This guarantee 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 [email protected]
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!
We will not pay the costs of returning an item to us.
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 item 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.