RETURNS POLICY
If your goods are damaged, before you reject and return with the delivery driver with goods left on the provided pallet, please contact our office immediately whilst the driver is still with you 01322 868 735 and send a photo of the damage to enquiries@suttonmanornursery.co.uk We are not responsible for damage once the driver has left. If you fail to inspect goods at point of delivery (for any reason) and you have informed us after the driver has left, then a return charge is required of £150 per pallet on pallet deliveries and £55 per packaged/boxed item. If Sutton Manor Nursery receives no communication from you, within 1 day of delivery, regarding any problems with the goods, you are deemed to have received the goods in good condition and with no problems.
If you simply have a change of mind on your purchase, from the time of dispatch to the delivery day, you will be responsible for the return costs of £150 for each pallet or £55 per box/package for non-pallet returns. (This means even if the delivery has not reached the property yet)
How to package an item so it’s ready to be returned?
Please return the delivery in the original condition (this includes the pots, the soil, the plants, etc..). You will need to repackage the good/goods in the original box/packaging/pallet supplied. All goods must be secured tightly in the same way your goods arrived to you. If the customer does not keep the original packaging, and Sutton Manor Nursery send out replacement packaging materials, additional fees will apply. If you are returning a pot via pallet, please watch the following video: https://www.youtube.com/watch?v=gw55yB9sHpA
Once Sutton Manor Nursery has received and inspected the return of goods and are satisfied, a refund we be issued and recollection fees of (£150 per pallet ) or (£55 per box/packaged item) will be deducted from the total.
If you have chosen the option of “leave at your safe place, leave with neighbour ect..” then you will be held responsible for loss, stolen, incorrect items or damaged goods. Sutton Manor Nursery cannot replace or refund any items in this occasion.
If we have sent you something that you had not ordered (goods are 100% incorrect), please reject at point of your delivery in any event. Please contact us within 24 hours of delivery. You can return goods we have sent in error, these goods must be returned in the same condition which they arrived in within 14-days for a full refund. If you choose to keep the incorrect goods, we will amend the pricing accordingly and issue any difference in price by way of part refund or invoice amount due.
Minor Damage On Trees: Please note that large trees above 2M (including the pot) are taller than the internal height of the delivery vehicle so therefore, the branches of the tree will have to bend over be and tied down. Sometimes some branches can snap, this will not affect the health of the tree in any way so please trim those branches and the tree will replenish.
Minor Damage On Pots: Please note that all trees are delivered in an industry standard, heavy duty nursery pots. Which are designed for initial planting and transportation. On occasion, these may get damaged in international transit or during manual handling. If a pot were to be damaged, as these are not necessarily designed to be a permanent holding space for the tree, we cannot replace, refund or accept returns.
If you wish to return Goods to Sutton Manor Nursery for any of the above reasons, please contact us to make the appropriate arrangements via enqueries@suttonmanornursery.co.uk or please call our team 01322 868735.
Customer Arranging Own Courier To Return
The products must be back at Sutton Manor Nursery within 14 days of the delivery date. Also, you must inform us of the date that the items will be returned. If the customer should choose to use their own 3rd party courier, the customer will then become liable for any damage caused to the product. If there no is damage to the returned items, a restocking fee of £20 per item will be deducted from the refund. If there is damage of any kind to the returned product/products, the customer will be responsible, and no refund will be given. In the unlikely event that we have received damaged goods, and no refund has been issued, the customer is responsible for retrieving these goods within three working days of notification. Goods that have not been collected will be disposed of immediately on the 4th working day.
IMPORTANT- Before arranging any returns, we require the customer to send us valid images of the items before they reach our nursery. This is to ensure that if we receive damaged goods, the customer has recourse (proof) to the courier that they sent the goods in perfect condition. If the goods have been returned via our own courier, only then will we be able to provide a refund.
Shipping fees, such as: Speedy Delivery Service, Restricted access, AM or PM or timed deliveries are non-refundable unless the goods are 100% damaged. We are not responsible if the customer cannot move the goods after they are delivered to the kerbside. Neither if the customer has issues with the following: through doorways, garden entrance’s etc on their properties, lifts, etc.. returns fee will be payable by the customer.
If you do not follow any of the above guidelines on delivery and the goods need to be returned to us, then a return cost to Sutton Manor Nursery will be passed on to you from the courier company.
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, please note we do not accept returns for goods that have been replanted or re-potted, 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.
