Refund policy

At The Online Garden Store, we want you to be happy with your purchase. If for any reason you are not satisfied, our returns process is simple, fair, and aligned with your statutory rights under UK consumer law.

1. Our Returns Policy

You have 30 days from the date of delivery to request a return.
All returns are subject to a flat return shipping fee of £1.00, which will be deducted from your refund.
Items must be returned in the same condition you received them: unused, in original packaging, with all tags (if applicable), and accompanied by proof of purchase.
We do not charge a restocking fee.
There are no “final sale” items — all eligible products may be returned unless specifically excluded below.

2. Exclusions from Returns

We cannot accept returns on the following items unless they are faulty, misdescribed, or arrive damaged:

Perishable goods (e.g. seeds, bulbs, live plants).
Personalised or custom-made products.
Gift cards.

3. How to Start a Return

To begin a return, please contact us at info@theonlinegardenstore.com.
If your return is accepted, we’ll send you a prepaid returns label and instructions for sending your item back to us:

Returns Address:
Space Station
Westway House
Transport Avenue
TW8 9HF

4. Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.
Approved refunds will be processed within 14 days. Refunds are issued to your original payment method.
The £1.00 return shipping fee will be deducted from the refund amount.
If your order qualified for free delivery and returning items reduces your order value below £50, the standard delivery charge of £3.95 will also be deducted from your refund.

5. Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return your item for a refund and place a new order.

6. Faulty, Damaged, or Misdescribed Items

If your order arrives faulty, damaged, or not as described, please contact us immediately at info@theonlinegardenstore.com with photos and details.

We will arrange a replacement, repair, or full refund at no additional cost to you.
In such cases, you will not be charged the £1.00 return shipping fee.

7. Your UK Consumer Rights

Nothing in this policy affects your statutory rights.

Right to Cancel (Cooling-off Period):
Under the Consumer Contracts Regulations 2013, you may cancel your order within 14 days of receiving your goods and receive a full refund (including standard delivery charges).
You must return the goods within 14 days of notifying us. You are responsible for the return costs unless the goods are faulty or misdescribed.
Consumer Rights Act 2015:
You are entitled to goods that are of satisfactory quality, fit for purpose, and as described. If goods are faulty, you have the right to a refund, repair, or replacement.

8. Contact Us

If you have any questions about returns, refunds, or your consumer rights, please get in touch:

📧 info@theonlinegardenstore.com
📍 AllotMate Essentials Ltd T/A The Online Garden Store
37 Church Street, Hampton, TW12 2EB