Returns Policy

Returns & Cancellations Policy

We hope you are delighted with your purchase. However, if you need to return an item, the information below outlines our policy and how to proceed.

If you have any questions, please contact the relevant team:
 • Online purchases: orders@petershamnurseries.com
 • In-store purchases (Richmond): shopteam@petershamnurseries.com

Returning an Online Order
You have 14 days from receiving your order to notify us if you wish to return an item, and a
further 14 days to return it. Items must be returned in their original, unused condition with any packaging intact. Some exclusions apply, please see below.

Please note: Returns for online orders must be sent to our online team and cannot be processed at our Richmond Lifestyle Shop unless by prior arrangement.

Return Instructions:
Customers are responsible for arranging and covering the cost of return shipping unless the item is faulty or has been sent in error. We do not offer a pre-paid return service for standard returns.
Please return your item(s), along with your receipt or a printed copy of your order confirmation,
to:
Ecom Returns
Petersham UK Ltd
Unit 3, Hanworth Trade Park
Hampton Road West
Feltham TW13 6DH
We recommend using a tracked service and retaining proof of postage. Once received and
processed, refunds will be issued to the original payment method within 5 working days.

Return Postage & Faulty Items
We will cover the cost of return postage only if:
 • The item is faulty or damaged
 • An incorrect item was sent
 • The item was not as described
 • An error was made on our part
In these cases, please contact us at orders@petershamnurseries.com before returning the item, and we will advise on next steps.

Exchanges
We are currently unable to process exchanges automatically for online orders.
If you would like to exchange an item, please email our team at
orders@petershamnurseries.com, and we will be happy to advise on how best to proceed.
In most cases, we will ask you to return the original item for a refund and place a new order for the desired item, but please do contact us first so we can assist you.

In-store Purchases
Items purchased in our Richmond Lifestyle Shop may be returned within 14 days for an
exchange or credit note, provided they are in original condition and accompanied by a valid receipt. Returns must be made to the same store where the item was purchased.
We are unable to accept returns without proof of purchase.

Items That Cannot Be Returned
The following items are non-refundable and non-exchangeable, unless faulty or not as
described:
 • Custom-made or personalised items
 • Special orders and limited editions
 • Vintage items
 • Jewellery and hats
 • Food and drink
 • Toiletries, cosmetics, fragrance (including candles and home fragrance)
 • Plants and flowers
 • Gift cards
 • Sale items reduced by 50% or more

Cancelling an Online Order
You have a legal right to cancel most online orders within 14 days of receiving your items. This does not apply to perishable, personalised, or hygiene-sealed products that have been opened.
If your order hasn’t been dispatched, please email orders@petershamnurseries.com with your cancellation request. If the order has already been dispatched, you’ll need to return it once received.
If you're cancelling due to a fault, delay, or an error on our part, we will refund your full order including delivery costs. Otherwise, standard return conditions apply.

Need Help?
If you have any questions or would like further guidance on returning an item, our customer service team is here to help.