12. Returns Policy
Sutton Manor Nursery aims to always provide high quality Goods that are fault free and undamaged. On occasion however, goods may need to be returned. Returns are governed by these Terms and Conditions:
12.1 If you receive Goods which do not match those that you ordered unless accompanied by an explanatory note detailing the changes, stating reasons for the changes and setting out your options, you must refuse delivery and return goods back to the driver at the point of delivery in original box or pallet securely, you must then sign the delivery note “returned or damage
Sutton Manor Nursery are responsible for paying shipment costs in these circumstances if returned at point of delivery otherwise a return fee will be incurred. You will be given the option to have the goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the goods. Refunds and replacements will be issued upon our receipt of the returned goods.
12.3 If Goods are damaged, you should not accept the goods and you should sign the delivery note to the effect that the goods have been damaged and return on point of delivery in original box or pallet. In any event you should report damage immediately to Sutton Manor Nursery. Sutton Manor Nursery is responsible for paying shipment costs if the delivery is refused and returned with driver at point of delivery. Sutton Manor Nursery is not responsible for any damage claims after the point of delivery. Upon receipt of the returned Goods, the price of the goods, as paid by you, will be refunded (or goods will be replaced if possible) to you through the payment method used by you when purchasing the goods.
12.4 For goods purchased online, you have a statutory right to a “cooling off” period. This period begins once your online order is complete and ends 14 working days after the Goods have been delivered. If you change your mind about the goods within this period, please return (in original condition and original packaging and box, all pallets must be secured correctly) to Sutton Manor Nursery within 14 working days of receipt. Please note any alterations made to pots like drilling extra holes in the pot or damage caused by the customer will not be returnable as they must be in a saleable condition. You are responsible for paying shipment costs if goods are returned for this reason.
12.5 If you wish to return Goods to Sutton Manor Nursery for any of the above reasons, please contact us to make the appropriate arrangements.
12.6 Sutton Manor Nursery reserves the right to exercise discretion with respect to any returns under these Terms and Conditions. Factors which may be taken into account in the exercise of this discretion include, but are not limited to:
12.6.1 Any use or enjoyment that you may have already had out of the Goods;
12.6.2 Any characteristics of the Goods which may cause them to deteriorate or expire rapidly;
12.6.3 Any discounts that may have formed part of the purchase price of the Goods to reflect any lack of quality made known to the Customer at the time of purchase. Such discretion to be exercised only within the confines of the law.