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Refund policy

Returns & refunds

We want you to love your plants. If something isn't right, please get in touch: email info@gardencity.cymru or call 07860 272148 (9am–6pm, 7 days a week).

Changed your mind?

Non-plant items (pots, homeware, accessories) can be returned within 30 days of receiving them for a full refund of the item price and the original delivery charge.

  • Items must be unused and in their original packaging.
  • You pay the cost of sending a change-of-mind return back to us.
  • Please email us first so we can confirm the return details. Returns go to: Garden City Cymru, 5 Robin Hill, Dinas Powys, CF64 4TF.

Live plants

Because plants are living and perishable, we can't accept change-of-mind returns on them. If a plant arrives damaged, diseased or dead, we'll replace it or give you a full refund (see below).

Damaged, faulty or wrong items

Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, please let us know as soon as possible, ideally within 7 days, with a photo, and we'll send a replacement or give you a full refund. We cover the return cost in these cases (we'll send you a prepaid label, or you may not need to send it back at all).

Items we can't take back (unless faulty or damaged)

  • Personalised and made-to-order items (for example printed homeware and clothing).
  • Plants that fail after delivery because of planting, watering, weather, pests, diseases or other conditions in your care.

Delivery to a safe place

If you ask us or the courier to leave your parcel in a safe place, it counts as delivered once it has been left there.

Refunds

Once we receive your return (or agree a refund for a damaged item), we'll refund you to your original payment method within 14 days, usually much sooner. Your bank may take a few extra working days to show it.

Exchanges

To swap an item, return it for a refund as above and place a new order.

Gift vouchers

Gift vouchers are emailed to you once your order is processed (this can take up to 12 hours) and can be used for 12 months from the date of purchase.

This policy does not affect your statutory rights.