Returns
We want to ensure that you’re 100% satisfied with your purchase. That’s why, in addition to our 30-day refund period, we offer a hassle-free exchange of your item(s) for a different size, colour or style up to 365 days after the date of purchase.
Exchanges
If you’re happy to accept an exchange, please get in touch via the Contact Us page and one of our experienced product experts will assist you in finding the perfect replacement.
Returns
If you need to return an item (or items), there are a few things to bear in mind:
- Refunds will only be given on items purchased within the last 30 days, but we offer product exchanges for up to 365 days. View more details on our 365 exchange policy. (This does not affect your statutory rights).
- We can only accept returns if the items are brand new and unused. All items need to be returned as delivered. We won’t accept your return if you’ve disposed of the original box or the internal packing.
Damaged in transit
If your purchase arrives damaged or faulty, please read the Damaged in Transit Policy on our FAQ page before contacting us.
How do I arrange a collection?
To arrange a collection, please use the form on our Contact Us page, ensuring to include the following information:
- Order number
- Item(s) to be returned
- The best email address for us to send you a secure payment link. Please note payment links are valid for 48 hours from sending and we are unable to book returns without payment being received.
- Preferred date of collection. We offer collections Monday-Friday only. Please note this is an all-day service - we cannot guarantee a delivery slot time. Please allow at least 48 hours to arrange your collection.
Use your own courier
If you wish to return your product with your own courier, please contact us beforehand to let us know which courier you’ll be using to avoid it being refused at our returns depot. Return to the address below, but please use your order number as a return reference as this speeds up the refund process for you.
Alternatively, should you wish to pay for a collection from any UK mainland address, we can arrange this for you at a charge of £12.50 per box.
Our returns address is:
The Nursery Store (c/o Kooltrade)
Unit 3, Orbital Way,
Denton
Manchester
M34 3QA