Returns & Refunds

At Greenbrokers Limited, we want customers to be confident when ordering from us. We also ask customers to carefully review product descriptions, dimensions, specifications, quantities and other information provided on our website before placing an order.

This policy explains how cancellations, returns, refunds, damaged goods and faulty goods are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

Customers are responsible for checking that a product is suitable for their requirements before placing an order.

We provide product information on our website wherever reasonably possible, including dimensions, measurements, quantities, specifications, product descriptions and images.

Where the product supplied materially matches the dimensions, measurements, specifications and description stated on the product page, the following will not normally be considered a product fault or an item being "not as described":

Where an eligible item is returned for one of these reasons, it will be treated as a change-of-mind return rather than a faulty or incorrectly described product.

Customers are therefore strongly advised to check all measurements and product information before ordering.

For eligible non-perishable goods purchased online, customers must notify Greenbrokers that they wish to cancel their purchase within 14 calendar days of receiving the goods.

Once Greenbrokers has been notified of the cancellation, the goods must be returned to us within a further 14 calendar days.

Returns requested outside these periods may be refused unless the product is faulty or the customer has another statutory right to return it.

Before returning any product, customers should contact Greenbrokers at:

Email: orders@greenbrokersltd.com
Telephone: +44 (0) 1264 323322

Customers should include their order number and details of the product they wish to return.

Customers may inspect a product to establish its nature, characteristics and suitability in a similar way to how they would reasonably be able to inspect it in a physical shop.

Products should therefore be returned:

Opening packaging does not automatically prevent a return where a statutory cancellation right applies.

However, if a product has been handled, used, assembled, installed, planted, altered or otherwise handled beyond what would reasonably be necessary to inspect it, Greenbrokers reserves the right to make an appropriate deduction from the refund to reflect any reduction in the value of the product.

Depending on the condition of the returned product and the extent to which its value has been reduced, this deduction may be substantial and may, where legally permitted and the product has effectively lost its resale value, amount to the full value of the product.

Examples may include products that have been:

Greenbrokers will assess returned goods individually.

Customers should take particular care before opening products where opening, activating or using the product may materially affect its resale value.

Where packaging has been opened and the product cannot reasonably be resold as new, Greenbrokers may make a deduction from the refund reflecting the reduction in value, where permitted by law.

Products that have been consumed, mixed, applied, activated or substantially used cannot subsequently be treated as unused products simply because some of the product remains.

This may include products such as sealants, expanding products, treatments, cleaning products, growing products and other consumable goods.

This does not affect a customer's rights where a product is faulty or not as described.

Certain products that are liable to deteriorate or expire rapidly may be excluded from the statutory change-of-mind cancellation right.

This may apply to certain living, fresh or other perishable horticultural products depending upon the nature of the individual product.

Where this exception applies, Greenbrokers is not required to accept a return simply because the customer has changed their mind.

This does not affect a customer's statutory rights if the goods were faulty, damaged or not as described when supplied.

Because the condition of living and perishable products can change quickly, customers should inspect them immediately upon delivery and notify Greenbrokers as soon as possible if there is a problem.

Where a customer is returning an eligible product because they have changed their mind, ordered incorrectly, ordered the wrong quantity or decided that the product is unsuitable for their requirements, the customer is responsible for the cost of returning the goods to Greenbrokers.

This includes circumstances where the product correctly matches the dimensions, measurements and description provided on our website but the customer subsequently determines that it is too large, too small or otherwise unsuitable for their intended space.

For large, heavy or bulky items, return delivery costs may be significant. Customers are strongly advised to check dimensions and suitability carefully before purchasing.

The customer remains responsible for the returned goods until they are received by Greenbrokers. We therefore recommend using an appropriate tracked and insured delivery service.

If an item is being returned because it is faulty, damaged or materially not as described, return arrangements will be handled in accordance with the customer's statutory rights.

Where an eligible online order is cancelled within the statutory cancellation period, Greenbrokers will refund the standard outbound delivery charge where required by law.

If the customer selected an enhanced or more expensive delivery service, such as express or premium delivery, Greenbrokers is only required to refund an amount equivalent to our standard delivery charge.

Return delivery costs for change-of-mind returns remain the customer's responsibility.

Customers should carefully review all dimensions shown on the product page before placing an order.

If the dimensions of the product received materially correspond with the dimensions stated on our website, the product will not be considered faulty or incorrectly described solely because:

Where the product is otherwise eligible for a change-of-mind return, it may still be returned subject to the conditions and timescales set out in this policy.

The customer will be responsible for the return delivery cost.

If the dimensions of the product materially differ from those stated on our website, customers should contact Greenbrokers so that we can investigate.

We make reasonable efforts to display our products accurately.

Customers should be aware that the appearance of colours may vary slightly depending upon lighting, photography and the screen or device being used.

Living plants and products containing natural materials may also naturally vary in colour, shape, size, growth, foliage and appearance.

Reasonable natural variation is not necessarily evidence that a product is faulty.

Where specific dimensions or specifications are important to your purchase, customers should rely on the written measurements and specifications provided on the product page or contact Greenbrokers before ordering.

Customers should inspect their order as soon as reasonably possible after delivery.

If an item arrives visibly damaged, customers should contact Greenbrokers as soon as possible and ideally within 48 hours of delivery. This allows us to investigate the issue quickly and, where relevant, raise the matter with the delivery company.

We may request:

Providing this information helps us investigate and resolve the matter more quickly.

The 48-hour notification request does not remove any statutory rights a customer may have in relation to faulty or incorrectly described goods.

Where we confirm that goods are faulty, damaged or materially not as described, Greenbrokers will provide the appropriate remedy in accordance with UK consumer law.

Greenbrokers will not be responsible for damage caused after delivery by circumstances including:

Where Greenbrokers reasonably believes that a problem has been caused after delivery rather than being an inherent product fault, we may request further information or photographs before accepting a claim.

Living products require appropriate care following delivery.

Customers are responsible for following any care instructions supplied with the product or published by Greenbrokers.

The condition of a living plant can be affected by factors outside Greenbrokers' control after delivery, including watering, temperature, sunlight, planting conditions, soil conditions, frost, weather, storage and general care.

Greenbrokers cannot accept responsibility for deterioration caused by improper care, storage, planting or environmental conditions after delivery.

This does not affect a customer's statutory rights where a plant or other living product was faulty or not of satisfactory quality when supplied.

Customers are responsible for checking quantities before completing checkout.

The shopping basket and checkout process provide customers with an opportunity to review the items, quantities and total cost of their order before payment.

Ordering too many products does not make the goods faulty and will be treated as a change of mind.

Where the products are eligible for return under this policy, they may be returned within the applicable cancellation period, but the customer will be responsible for return delivery costs and the products must meet the return condition requirements set out above.

If you wish to cancel an order, please contact Greenbrokers as soon as possible.

If the order has not yet been processed or dispatched, we will normally cancel it and issue the appropriate refund.

Because we process orders quickly, we cannot guarantee that a cancellation request will be received before dispatch.

If an eligible non-perishable order has already been dispatched, the customer may still have the right to cancel the purchase under the statutory online cancellation provisions and return it in accordance with this policy.

Different rules may apply to perishable, personalised, made-to-order or other legally exempt products.

Customers are responsible for ensuring that the delivery address and contact information supplied with their order are accurate.

If delivery cannot be completed because:

Greenbrokers reserves the right, where permitted by law, to recover reasonable additional delivery, redelivery or return costs incurred as a result.

Simply refusing a delivery does not necessarily constitute notification of cancellation. Customers wishing to cancel an eligible order should contact Greenbrokers directly.

Nothing in this section limits any statutory cancellation or consumer rights.

Where a refund is due, Greenbrokers will process it using the original payment method unless otherwise agreed.

For change-of-mind returns, Greenbrokers may withhold the refund until the goods have been received back or satisfactory evidence has been provided that they have been returned, where permitted by law.

Refunds will be processed within the applicable statutory timescales.

Any permitted deduction for diminished value caused by excessive handling, use, damage or alteration may be applied before the refund is issued.

Greenbrokers may request reasonable proof that the product was purchased from us before processing a refund, replacement or other remedy.

This may include an order confirmation, order number, receipt, payment record or other reasonable evidence of purchase.

The statutory consumer cancellation rights described in this policy apply to consumers and may not apply to purchases made wholly or mainly for business, trade or professional purposes.

Business and trade orders may therefore be subject to different return and cancellation conditions.

Please contact Greenbrokers before placing a trade or commercial order if specific return arrangements are required.

If you need to request a return, report a problem or discuss an order, please contact:

Email: orders@greenbrokersltd.com
Telephone: +44 (0) 1264 323322

Please provide your order number and as much information as possible so that we can deal with your enquiry efficiently.