Returns policy

Returns Policy

At Ballyrobert Gardens we guarantee only to send you top notch plants, products and gifts and will inspect everything carefully before it leaves us to make sure it's in tip top condition. We also do our utmost to package and protect everything so that it doesn't get damaged on its way. However, if you do have a problem, here is what to do:

Contact Customer Services

Please either phone on 028 933440101 between 9am and 5pm, Monday to Friday or email information@ballyrobertgardens.com otherwise write to:
Ballyrobert Gardens

154 Ballyrobert Road

Ballyclare

County Antrim

BT39 9RT

United Kingdom

Faulty Goods

If for any reason, you receive a faulty item from us, please note that you have 30 days to return them. Please contact our customer services team who will be able to assist you with the returns.

Incorrect Goods

If we sent you something you hadn't ordered and which was not a substitute item (see below), please contact us within 14 days informing us of the problem. You can return it within 28 working days unused in its original packaging and you will not be charged.

Damaged In Transit

If your purchase is damaged in transit, please contact us within 14 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.

Damaged or Defective Goods

Products

If you receive a product that is defective, please contact us within 14 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging. If the product is covered by a manufacturer's warranty, please contact the manufacturer directly.

Plants 

If you receive a plant that is in bad condition when you take it out of the box, contact us immediately. We will then ask you to send us a photograph so that there is no doubt as to it's condition on arrival with you, as opposed to what it looks like by the time you return it to us. Bear in mind that plants look different depending on what time of year it is. If you choose a nice leafy-looking deciduous shrub in the winter, remember it's going to turn up looking pretty bare. It doesn't mean there's anything wrong with it, just that it's out of season and will perk up when the weather does. Perennial plants won't even show above the soil level in a pot during the winter, but that doesn't mean you've been fobbed off with a bunch of soil. However, provided that you have contacted us within 14 days of receiving the defective plant we will be happy to arrange for a refund or replacement once we have received the pictures and determined the cause of the problem.

1 year guarantee on plants, shrubs, trees and perennials

Our fully hardy shrubs, trees and perennials (excluding annuals and biennials) are all guaranteed for 1 years after you've bought them. If the plant fails in the first year, send us a picture of the plant along with your order reference number to information@ballyrobertgardens.com. Once we have determined the cause of the problem we will endeavour to replace it or refund you. This guarantee does not include any plants damaged due to lack of watering or lack of proper horticultural care, so plants will not be replaced if the plant care guidelines, sent out with the order, have not been followed. Also, because these are completely beyond our control, we cannot be responsible for any airborne pests and diseases such as box blight, fungal leaf spot or aphids. You will be charged for delivery on replacement items.

Cancellation

To cancel an order, please drop us an e-mail at information@ballyrobertgardens.com with details of the order you are cancelling. A charge may be made if the cancellation is done after the order or a part of the order has been dispatched.

Returns

You can return anything you're not happy with within 28 days of receiving it provided you have contacted us within 14 days of receipt to advise of its return and that it's not something you've tried out and not liked! The analogy would be buying a dress, wearing it for a party and then deciding you no longer want it! The only exceptions to this are Cut Flowers and Christmas Trees.

We will not pay the costs of returning an item to us.

Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return things.

To get a full refund, simply return the item to us in its original condition, in its original packaging within 28 days of cancellation.

If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.

Refunds can be sent back only to the original payment method used in a charge. It’s not possible to send a refund to a different destination (e.g., another card or bank account).

Refunds to expired or canceled cards are handled by the your card issuer and, in most cases, credited to the your replacement card. If no replacement exists, the card issuer usually delivers the refund to you using an alternate method (e.g., check or bank account deposit).

Please note: If you are returning machinery, the machine must be drained of all fluids and boxed or wrapped securely.

Substitutes

If you order a Ready-Made Border, Plant Combination or Border Design and a plant in the scheme is unavailable, we reserve the right to replace it with something similar. You can rely on us to choose a plant that's not only of a comparable size and price but one that fits in with the overall design we've worked on with you.