Returns Policy

Cornish Garden Nurseries only send goods of the highest quality which are carefully inspected before dispatch. We use suitable packaging for all our plants to give maximum protection whilst in transit. Unfortunately there may be an occasional issue with products on arrival to our customers, so if you are not happy with the goods on arrival please read the paragraphs below.

Damaged Goods.

In the unusual event that the goods you have ordered are damaged, please do not send them back to us until asked to do so. We will make every effort to come to an amicable solution. We will not accept any liability for the cost of items returned by you to us that we have not requested to be returned. If we require goods to be returned, we will make any necessary arrangements with our couriers. We would however appreciate the goods to be returned in their original packaging and we will endeavor to arrange a collection time that is convenient to you. If you are returning goods to us and you are liable for the return costs then you can choose a courier of your own choice at your own risk.

We will not be liable for any damage or loss caused by your courier. We can appoint our own courier to collect the goods on your behalf and the cost deducted from any refunds owed. The cost would be confirmed before collection.

Cancellations.

You may cancel your order any time before it is dispatched. You may cancel an order by e-mail or by letter. Telephone cancellations will not be accepted unless backed up by written cancellation prior to dispatch. You cannot cancel an order after it has been dispatched. Refunds of a cancelled order will be processed within 7 days of us receiving your written cancellation.

Incorrect or Missing Items.

If you think any of the items you have received are incorrect, please notify us immediately (no later than 3 days after goods are received). We will always ask for photographic evidence to support your claim. Photographs along with written notification should be sent to if a genuine error has been made then we will arrange for our courier to collect any incorrect items when delivering your replacement correct item. We would however like the returned item to be in the original package for their safe return transit. If the correct item has become unavailable then a full refund or alternative product will be offered.

If goods are returned that were supplied correctly (as per your order) then this is treated as a returned item, so you would be liable for all postage/packing/courier costs as well as 20% of the items retail value as a re-stocking fee. This is why we would always suggest that any claim is backed up with photographs.

If items are missing from your order it would normally be due to them being out of stock. We will always try to contact you and either arrange an alternative or offer a refund on the particular item. If we cannot contact you or we have no response from you within 5 days, then your order will be sent with the item missing and no alternative will be sent. A refund of the missing item value would be arranged. We only send alternative products when agreed prior to dispatch.

We would recommend that all items are unpacked before contacting us with regard to any missing items. Smaller plants can often be hidden by bigger plants. The invoice which will be included with the delivery will highlight any omitted items. if you still feel that an item is genuinely missing from your order then please contact us immediately. Where a mistake has been made we will offer to send the missing item or refund it. If stock levels are insufficient or where the cost of sending the item is uneconomically disproportionate to the item cost, then we reserve the right to issue a refund.

Some plants are difficult to recognise without leaf, flower or fruit and on very rare occasions a plant may be mis-labelled. if you find that a plant you have purchased from us is not the plant you ordered then please contact us as soon as possible. We will require photographic evidence and proof of purchase. Subject to stock levels we will offer a replacement plant or refund. An incorrect plant is frustrating but we will not be held liable for any loss caused.

If you have any complaints or damaged goods, please tell us within 24 hours of receiving the goods. If you inform us by telephone, you will need to confirm in writing within 7 days by either e-mail or letter. We will need photographic evidence to support your claim and to help us settle any dispute. Any damaged plant or packaging must be kept for their return to us for inspection by us or our courier. We will not be able to make settlement until all plant and packaging materials have been returned to us and inspected. We will acknowledge any complaints within 24 hours and a suitable resolution will be achieved in a reasonable and timely manner.

Web Sales Customer Services.

Our internet sales team are available Monday to Friday 8.30am to 5pm.

Telephone:

E-mail:

If you would prefer, our address is:

Internet Sales
Cornish Garden Nurseries
Barras Moor Farm
Perran-ar-worthal
Truro

Please quote the invoice number in all correspondence.

Please read our full terms and conditions.