Refund policy

If something is wrong with your order, please contact Harrod Outdoors so we can help.

How to contact us

Email contact@harrodsoutdoor.com or call 01603 327269. Include your order number, the items concerned and a description of the issue. For damaged or incorrect items, photographs of the goods and packaging help us assess the problem.

Please contact us before sending goods back so we can provide the correct return address and suitable arrangements, particularly for large plants. Contacting us does not limit your legal rights.

Changing your mind

For eligible non-perishable goods bought online, by phone or by mail as a consumer, tell us that you wish to cancel within 14 days after delivery. You then have a further 14 days to return the goods. You do not need to give a reason.

You pay the direct return-delivery cost for a change-of-mind return. Please package goods securely, using the original packaging where possible. You may inspect goods as you would in a shop; we may reduce a refund for loss in value caused by handling beyond what is necessary to check their nature, characteristics and function.

The statutory change-of-mind right does not apply to goods that are liable to deteriorate or expire rapidly, or goods made to your specifications or clearly personalised, where those exceptions apply. This does not remove your rights if goods are faulty, damaged or not as described.

Faulty, damaged or incorrect goods

Please report a problem as soon as reasonably possible so we can investigate and advise on care, return or collection. We will provide the refund, repair or replacement to which you are entitled under consumer law, and bear reasonable return costs where goods are being returned because they are faulty, incorrect or not as described. A request for prompt notification or photographs does not shorten your statutory rights.

Refunds

For an eligible cancellation, we refund the goods and any standard outbound delivery charge due under law. An upgrade above standard delivery is not refundable. We refund without undue delay using the original payment method unless otherwise agreed, and no later than 14 days after receiving the goods back or evidence that they have been sent back, whichever is earlier. Where we offer to collect the goods, or no goods need to be returned, we refund within 14 days of your cancellation notice.

Planting services and further information

Planting-service bookings have separate cancellation provisions in our Terms of Service. See our Delivery Policy for delivery information. This policy does not affect your statutory rights. Consumer cancellation rights described above do not automatically apply to business purchases.