How do I return an item?
At Platts Horticulture we guarantee we will send you the very best products and gifts. Everything that leaves our site will be fully inspected upon dispatch to ensure it is in perfect condition. We do everything within our control to package and protect your items so that they arrive with you in just the same way they left us. However, if you do have a problem, here is what to do:
Contact Customer Services
Please either phone on 01732 867 887 9am-5pm Monday to Friday (Calls are charged at standard rate from a BT landline. Mobile and other service provider rates may vary) or email info@plattshorticulture.co.uk
Otherwise write to:
Platts Horticulture
Hartfield Road
Edenbridge
Kent
TN8 5NH
Incorrect Goods
If we sent you something which you hadn’t ordered please contact us within 7 days informing us of the problem. You can return it within 28 days unused in its original packaging and you will not be charged. Returns will need to be sent recorded delivery and signed for as proof of postage so your item can be tracked back to our offices.
Damaged in transit
If your purchase is damaged in transit, please contact us within 7 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. Returns will need to be sent recorded delivery and signed for as proof of postage so your item can be tracked back to our offices.
Damaged or Defective Goods
Products
If you receive a product that is defective, please contact us within 7 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Returns will need to be sent recorded delivery and signed for as proof of postage so your item can be tracked back to our offices. 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. However, provided that you have contacted us within 7 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. This return does not include any plants damaged due to lack of watering or lack of proper horticultural care. In particular, plants will not be replaced if the plant care guidelines, if and when sent out with the order, have not been followed Returns will need to be sent recorded delivery and signed for as proof of postage so your item can be tracked back to our offices. For a list of all inclusions and exclusions please email us at info@plattshorticulture.co.uk
Cancellation
To cancel an order, please e-mail us at info@plattshorticulture.co.uk with your order number. 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 7 days of receipt to advise of its return. Some exclusions do apply. 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.