Refund policy
REFUND & RETURN POLICY
At Go To Garden, we want you to be successful in the garden. However, due to the nature of horticultural products, we have specific rules regarding returns to protect the quality of our stock.
1. Your Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This right applies to non-perishable goods only (see Section 2 below for exemptions).
To exercise this right, please contact us at sales@rhdedicatedsales.uk before the 14-day period expires. We will refund you within 14 calendar days of receiving the returned goods. Return shipping costs in this case are your responsibility.
2. Perishable Goods (The "Livestock" Rule)
In accordance with the Consumer Contracts Regulations 2013 (Regulation 28(1)(b)), goods liable to deteriorate or expire rapidly are exempt from the standard cancellation right. This includes, but is not limited to:
- Seed Potatoes
- Flower Bulbs & Tubers
- Onion & Garlic Sets
- Live Plants
Once these items have left our specialist suppliers, we cannot verify how they have been stored and therefore they cannot be resold. Please ensure you are happy with your selection before completing your purchase.
3. Non-Perishable Goods
For hard goods (tools, décor, hardware), we offer a 30-day return window — exceeding the statutory 14-day minimum. To be eligible for a return, your item must be:
- Unused and in the same condition as received.
- In its original packaging.
If 30 days have passed since your purchase, we are unable to offer a refund or exchange outside of your statutory rights for faulty goods.
4. Natural Timber & Wood Products (including bushelcrate)
For all natural timber items, including our branded bushelcrate range, please note that wood is an organic material. Natural variations in grain patterns, cosmetic wood knots, surface splits, and minor warping or colour shifts over time caused by atmospheric shifts or outdoor weathering elements are completely normal characteristics of natural timber. These natural elements are part of the rustic aesthetic of the product and do not constitute faults or manufacturing defects; as such, they are not eligible for damage-based returns or refunds.
5. Sale & Discounted Items
Sale and discounted items retain your full statutory rights under the Consumer Rights Act 2015. However, our voluntary 30-day return window (Section 3) does not apply to items purchased at a promotional or discounted price, unless the item is faulty or damaged.
6. Gift Cards & E-Vouchers
Gift cards and e-vouchers are non-refundable and cannot be exchanged for cash. They are valid for use against any purchase on gotogarden.uk.
7. Damaged or Faulty Items
Under the Consumer Rights Act 2015, you have the right to a repair or replacement for faulty goods, and if that is not possible, a full refund.
If your order arrives damaged or is defective, you must notify us within 14 days of receipt:
- Email sales@rhdedicatedsales.uk with your order number and photographic evidence.
- Once verified, we will arrange a replacement or issue a full refund.
- We will cover all return shipping costs for damaged or faulty items.
8. How to Return an Item
- Contact Us — Email gtg@rhdedicatedsales.uk to receive a Return Authorisation.
- Package Securely — Use the original packaging wherever possible.
- Shipping — Unless the item is faulty or damaged, return shipping costs are your responsibility. We strongly recommend using a trackable service, as we cannot guarantee receipt of untracked returns.
9. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 7 working days (and in all cases within the legal maximum of 14 calendar days of receiving the returned goods).