Returns & Refunds Policy
Last updated: 21 October 2026
We want you to be happy with everything you buy from Glenavy Garden Centre. This policy explains how returns and refunds work for purchases made in store and online. It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Plants
Plants are living, perishable goods. Once they leave us, their health depends on how they are planted, watered, positioned and protected from the weather. For this reason:
- We do not accept returns on plants because you have changed your mind, whether bought in store or online.
- We are not responsible for plants that fail after purchase because of planting, watering, weather, frost, pests picked up in the garden or general care.
- Please check your plants before you leave the centre, or as soon as your order is delivered.
Faulty or incorrect plants
If a plant was diseased, damaged, dead or dying when you bought it or when it arrived, or is not the plant it was described or labelled as, you are entitled to a replacement or a refund.
Because plants are perishable, please contact us as soon as possible, ideally within 48 hours of purchase or delivery. Bring the plant back with your receipt, or send us photos along with your receipt or order number. We will inspect it and arrange a replacement or refund where the fault was present at the time of sale.
Other items
Faulty or not as described
If an item is faulty, damaged or not as described, let us know as soon as you can. Within 30 days of purchase you are entitled to a full refund. After that, we will repair or replace the item, or give a refund where a repair or replacement is not possible.
Changed your mind?
Returns of non-faulty items bought in store are at the discretion of our staff. If accepted, items must be unused, in their original condition and packaging, and returned with proof of purchase within 28 days. We may offer an exchange, a credit note or a refund.
We cannot accept change-of-mind returns on gift vouchers, personalised or made-to-order items (including made-up planters and hanging baskets), opened feeds, compost or plant protection products, or clearance items.
Buying online
Your right to cancel
For most non-plant items ordered online, you can cancel within 14 days of receiving your order without giving a reason. To cancel, email us at glenavygardencentre@outlook.com within that 14-day period, then return the goods within a further 14 days.
The right to cancel does not apply to:
- Plants, bulbs, cut flowers and other living or perishable goods
- Personalised or made-to-order items, including made-up planters and hanging baskets
- Sealed goods such as feeds, compost and plant protection products once opened
- Gift vouchers
Condition of returns
You may handle goods as you would in a shop to check them. If an item is returned used or damaged beyond that, we may reduce your refund to reflect the loss in value.
Return costs
If you cancel for change of mind, you pay the cost of returning the goods. If an item is faulty, damaged or incorrect, we will cover the return cost or arrange collection.
Refunds
We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is sooner. This includes the standard delivery charge on your original order. Refunds are made to your original payment method.
How to contact us
Glenavy Garden Centre
26a Main Street, Glenavy, BT29 4LW
Phone: 028 9442 2826
Email: glenavygardencentre@outlook.com
Please have your receipt or order number to hand.