Returns Policy

This policy sets out the process for returning items and your rights to cancel an order. If you have any questions about this policy or how to cancel or return an order, please contact our Customer Service team at the follow locations:

Items purchased at Petersham Nurseries Richmond - shopteam@petershamnurseries.com

Items purchased Online - orders@petershamnurseries.com


RETURNS POLICY


Online purchase: You have up to 14 days to notify us of your desire to arrange a refund. You then have a further 14 days return the item(s) to us. Please note items must be returned to us in their original condition. Exclusions apply*.

In-store purchase: You have up to 14 days to return an item. Please note items must be returned to the shop in their original condition. Exclusions apply*.


HOW TO RETURN AN ONLINE PURCHASE


Please refer to our Terms and Conditions below for full details including information on items that cannot be returned. This does not affect your statutory rights.

Petersham UK Ltd offers two ways to return your item. 

   1. RETURNS BY COURIER

Please send an email to orders@petershamnurseries.com including your order number, the items you would like to return. Our Customer Service team will then contact you to arrange for the return of your items via our courier. They must be in their original condition and accompanied by a copy of your printed receipt. Please note that this service is only valid for online purchases.

   2. RETURN USING OWN POSTAGE

Take your sealed box or bag containing the item(s) to be returned to your nearest Post Office or courier company. Include the completed Returns Form provided below and receipt on the reverse. Post your parcel to the below address;
Ecom Returns, Petersham UK Ltd, Unit 3, Hanworth Trade Park, Hampton Road West, Feltham TW13 6DH

Retain proof of postage so you are able to track your parcel on its way back to us.

Please note this is not a pre-paid service and therefore you will be responsible for postage cost. The original cardholder will be credited within five days of receiving the items. Please note it may take up to five working days to appear in the account.

Please note, we are not able to offer exchanges to online orders currently. 

Please note that staff at our Richmond branch are not able to process exchanges or refunds of online purchases.  

HOW TO RETURN AN IN-STORE PURCHASE

Full Price Items

Our in-store returns policy allows an exchange or credit note within 14 days provided that goods are returned in their original condition, with unopened packaging and accompanied by a till receipt. The item(s) should be returned to the shop they were purchased at.  

Goods without a receipt cannot be returned.

*The following items are non-refundable and cannot be exchanged: custom made items; limited edition items; personalised items, special orders; vintage items; face coverings; jewellery; hats; Christmas decorations; food and drink; toiletries; cosmetics; fragrance (including home fragrance and candles); plants; flowers and gift cards.

Sale Items

Items bought in the sale or at promotional events may only be returned for exchange or credit note during the same sale period or promotional event, or within 14 days of purchase (whichever is earlier).

Items reduced to 50% or below the original retail price cannot be returned.

This policy does not affect your statutory rights

Personalised Items

Due to the nature of personalised items, returns, changes or cancellations are not accepted once an order has been placed. This does not affect your statutory rights.

For any further queries regarding shop purhases please contact our Customer Service team at shopteam@petershamnurseries.com who will be happy to assist.


TERMS & CONDITIONS

IF YOU WOULD LIKE TO RETURN AN ITEM

We will pay the costs of return:

  1. if the item is faulty;
  2. if the item is damaged;
  3. if the item does not match the description of it on our website;
  4. if we have told you about a change to your item or our Terms and Conditions which you do not agree to;
  5. if there is an error in the price or description of the item on our website and you do not wish to proceed with the order; or
  6. if we have done something wrong.

In all other circumstances, including where you are exercising your right to change your mind you must pay the costs of return, unless you choose to use one of the free services as detailed above (dependent on where the item was purchased), notifying us within 14 days of receipt.

Please note that we can't offer refunds or exchanges on perishable goods such as food and alcohol, unless faulty or not as described.

For the avoidance of doubt, if the products which you are returning contained a free promotional gift, the gift must also be returned.


HOW TO CANCEL AN ORDER

Please send a cancellation request to Customer Services by completing the cancellation form here. We are unable to cancel orders that have already been dispatched and therefore request that you follow the return instructions included in the parcel.


CANCELLATION RIGHTS

Your rights to cancel an order are likely to depend on the items you have bought, whether there is anything wrong with them, how we are performing and when you decide to cancel the order. You may have a right to cancel your order in the following circumstances:

  1. if the item is faulty;
  2. if the item is damaged;
  3. if the item does not match the description of it on our website;
  4. if we have told you about a change to your item or our Terms and Conditions which you do not agree to;
  5. if there is an error in the price or description of the item on our website and you do not wish to proceed with the order;
  6. if delivery of your ordered item is going to be significantly delayed (i.e. for more than 30 days);
  7. if we have done something wrong;

Even if none of the above circumstances apply, you may still be able to cancel your order before it is completed. We will refund you for any ordered items which have not been provided to you, however we may deduct from that refund reasonable compensation for the costs incurred as a result of cancelling your order.


CANCELLATION POLICY

For most items ordered online you have a legal right to change your mind and cancel an order within 14 days after you receive it.

In certain circumstances, this right to change your mind will not apply, such as:

  1. if the item has been made to your specifications or is personalised;
  2. if the item is mixed with other items inseparably after delivery;
  3. if the item is perishable or otherwise likely to deteriorate rapidly (this includes all food items);
  4. if the item is sealed for health or hygiene purposes but has been unsealed after delivery. This includes sealed beauty and fragrance products; and certain items of jewellery that may be sealed (such as earrings).

If you decide to exercise this right, you must return the items to us within 14 days of telling us that you have changed your mind (please see further information on returns above). 

If you are exercising your right to change your mind: we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the items ordered, if this has been caused by you handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the items and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.