Refund policy
Returns and Refund Policy
Only first-class plants will be sent out, we will refund in full the cost of any plants which fail to satisfy our customers’ requirements, provided they are returned IMMEDIATELY.
Our goal is for every customer to be totally satisfied with the plants they receive and the service we offer and if there is a problem we will do everything we can to sort it out.
Damaged Goods on arrival
We take every care to pack our plants in such a way that they arrive in the best possible condition. In the unlikely event that your plants arrive damaged, please send us a few photos by email to cwthreegates11@gmail.com so we can assess the damage, we will be in touch or call us on 01 8419927
Depending on the extent of the damage/availability of the plants, we will send on replacements or offer a refund.
On Receipt of your Package
When you receive your plants you should unpack them immediately in order to maintain them in good condition even if you do not intend to plant them for some days. Inspect them if they are dry then water them to allow the plants to recover.
For some herbaceous plants, we may cut them back to fit properly in the box. The great thing about herbaceous is that they grow back quickly and are stronger when they do. For some varieties, it encourages more flowers.
Sometimes to fit the plants in the box we place them on their sides, this is to keep down delivery costs for you. The plants are perfectly fine as herbaceous are quite resilient it would take a lot more than being squashed to kill them. If they are left out of the box for a day or two before planting they stand back up.
Substitutions
We do NOT substitute plants unless you have requested that we do at the time of ordering.
If we are unable to ship a plant or goods on your order we will try our best to contact you in advance of shipping to offer an alternative.
If the substitution we offer you is not suitable, we will refund you for that amount.
If we are unable to contact you we will ship the rest of the order and refund you for the undeliverable plant(s) or goods.
Items Missing from order
If you feel there are plants or items missing from your order, please unpack all the parcels completely, check off each item against your paperwork.
Please check and double-check the packaging as we often pack plants within other plants to protect them and they can be easily missed.
If you are definitely missing items, please get in touch by email or phone and we will organise replacements or a refund.
NOTE: Occasionally on orders with multiple parcels, the courier may deliver them on separate days. To check this, look at the courier label, it will say how many parcels are in the consignment. If you have any issues, please get in touch by email or phone.
Returns, No quibbles, Change of mind
You can return your plants within 7 days of receiving your order. The plants must arrive back to us in good condition, ideally repacked in the original packaging. You must pay for the return shipping and we cannot refund the original packing and delivery charge. Once we receive the goods and we are happy with the condition we will then refund you via the original payment method.
NOTE: It can take several days for a refund to show up in your account, we will get in touch to let you know that we have received your returns and that we are processing the refund.
Failed plants
While every care is taken to ensure that your plants arrive in the best of condition, we cannot be responsible for failures due to bad planting, drought, unsuitability of the site etc. As we have no control over the growing conditions after the plants have left the Nursery, no further responsibility for the plants can be accepted.