In Relation to Website Purchases. Returns, Cancelations and Order Issues. 

Returning Goods

Please do not return goods to us before we have requested you do so. Our returns procedure is designed to give the best possible outcome for all parties involved. 

We will not accept liability for the cost of items returned by you to us that we have not requested and agreed on in writing. 

Where necessary will make arrangement for the safe return of goods via our couriers, preferably return goods in their original packaging. We hold the right to charge you the cost of returning the item where necessary. 

Where we are meeting the cost of a return the return must be done via our appointed courier. If you are returning goods to us and you are liable for the return costs then you can choose your own courier at your own risk, we will not be liable for any damage or loss caused by your chosen courier. We can appoint our own courier to collect the goods on your behalf, this cost will be deducted from any refunds owed and can be confirmed before collection.

Cancellations

You may cancel your order at any time prior to dispatch. Once your order has been dispatched it may not be possible for us to stop it from being delivered. 

You have the right to cancel your order for 14 days following the receipt of your order for sundries, bulbs, tools and composts. You will be entitled to a full refund including the original shipping cost however the cost of return shipping is at your expense. 

We do not accept cancelations, returns or refunds for live plants due to their perishable nature unless agreed upon prior to initial delivery and are returned in the same condition to which they were dispatched. We take photo’s of every order before despatch to ensure proof of condition. We hold the right to decline any refunds due to poor condition upon return.

Goods should be returned to us within 14 days of us receiving your cancellation notice. Where possible please return the goods in the packaging it was sent in or ensure the item(s) are well packaged guarding against damage, we can arrange for our courier to collect the goods but the cost of this will be deducted from any refund.

You must take care of the goods whilst they are in your possession and, if you are returning them, you should take reasonable care to ensure that we receive them in a resalable condition and that they are not damaged in transit. 

If goods are for any reason are not returned in a resalable condition we hold the right to charge you for any costs incurred.

Refunds will be processed within 14 days of us receiving the returned goods in a satisfactory condition. Where you opt to return the goods via your own courier we recommend using a 24 hour service. Please note it can take up to 21 days before a refund will appear on your statement once it has been processed by us.

Incorrect/Missing Goods

If you believe any of the items you have received to be incorrect then please notify us with details of your concern immediately (no later than 7 days of receiving them). We will ask for photographic evidence to support your claim, photographs can be emailed to enquiries@rotherhill.co.uk. Where a genuine error has been made we will arrange for our courier to collect them from you (preferably in their original packaging) and we will issue a full refund for the goods, or offer a replacement by return or dispatch the missing goods immediately or offer a refund.

If we receive goods back that were supplied correctly as per your order this will be treated as a return whereby you will be responsible for the return postage and packaging costs as well as a 10% (of the plants value) restocking fee. We will always do our utmost to resolve any issue so always contact us where we can offer help and assistance. We highly recommend sending us photographs prior to making any returns.

With some plants it is very difficult to tell which variety they are without foliage or flowers, we supply all plant on good faith that they are labelled correctly. If you discover that a plant you have purchased from us has flowered and is not the plant you ordered then please contact us as soon as possible after making the discovery and where possible supply photographic evidence of the error. Where possible we will replace (subject to stock) or refund for the incorrectly supplied plant. Where stock levels are insufficient or where the cost of sending out a single item is uneconomically disproportionate to the item cost we reserve the right to issue a refund rather than replacement. We understand that when this type of error occurs it can be disappointing however we will not be held liable for any loss caused whatsoever as a result.

Complaints/Damaged Goods

Please let us know of any complaint or report any damaged items to us where possible within 24 hours of receipt of your goods, this can be via telephone 01730 813687 or email enquiries@rotherhill.co.uk. Where telephoning please also confirm your complaint in writing within 7 days; this can be via email enquiries@rotherhill.co.uk or via post to the address below quoting your order reference. To help us settle any claims we always request that we receive photographic evidence to support any complaint; this may include photographs of the plants themselves and/or damage to any packaging. We also ask that if the packaging is damaged on arrival you retain the packaging and all goods for inspection/return by ourselves or our couriers; unfortunately, we will be unable to make any settlement where damaged packaging or goods have been disposed of prior to seeing photographic evidence or inspection/return. We aim to acknowledge all complaints within 24 hours of receiving them (Monday to Friday, 9am to 4.30pm) and to provide you with a suitable resolution in a reasonable and timely manner.

Non-delivery of Goods

Upon dispatch we will send you an automated dispatch notice to let you know when your order will be delivered. In the case of live plant orders we use a 24 hour service so your order will arrive the following day. You must inform us within 24 hours of the quoted delivery date either by email or telephone so we can contact the courier and locate your parcel(s). Failure to notify us could lead to the plants perishing and we are unable to accept liability if we are not informed within this time period. Occasionally we get a bounce back notification that an email has not been delivered in which case we will attempt to notify you by telephone, leaving a message where possible should we not be able to speak to you. 

We aim to dispatch all orders within 7-10 working days of receiving them so if you have not received your order after 10 days from the order date please let us know the following day so we can track down your parcel if necessary. Due to the nature of dispatching live plants any delay in informing us could lead to the plants perishing and we are unable to accept liability if we aren't informed at the earliest opportunity.

If you have ordered over the telephone and not supplied an email address or been given a specific delivery date then please call us if your order hasn't arrived by the 10th day following the date you ordered.

In Relation to Website Purchases: Customer Services.

Contact

Our team is available Monday - Saturday 9am to 4.30pm;

Telephone: 01730 813687

Email: enquiries@rotherhill.co.uk

If you would prefer to contact us in writing please send your letter to our Web Sales Manager:

Web Sales Manager,

Rotherhill Nurseries,

School Lane, 

Stedham,

Midhurst, 

West Sussex

GU29 0PA

Please remember to quote your order number in any correspondence and have it to hand if you are telephoning.