Returns Policy

Rejecting Your Order At Point Of Delivery

Please inspect your items before the driver leaves – This includes opening all packaging and checking the condition of the goods. If you notice any damage, 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 will potentially advise you to reject the delivery with the delivery driver. Do not sign or accept the items. If you accept the delivery without reporting any damage or faults at the time, and later request a return, a return fee will unfortunately be charged depending on how we delivered your order.(£150 per pallet) or (£55 boxed/loose item)

How To Return An Item If It’s Already Been Delivered?

Goods/s must be returned to our nursery within 14 days of you receiving them.

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 you are returning a tree or multiple trees, each tree must be securely fastened to the original pallet, and the crown must be tied down so that the overall height does not exceed 2.2 metres, this allows the tree to fit safely into the collection vehicle. If you are returning pots which were supplied on a pallet delivery, these must be secured tightly to the original pallet, to prevent movement during transit and to ensure the courier can collect them safely. If the courier is unable to collect because the items have not been prepared in accordance with these requirements, any additional recall or failed collection charge incurred will be payable by the customer. If you are returning live goods any refund will be subject to the tree being returned undamaged and in the same condition as supplied, allowing for its continued proper care and watering whilst in the customers possesion.  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 video. After securing the pot, the pot must be fully sealed (we recommend bubble wrap or shrink wrap).

Before we book your return, we do require photo evidence of how you have packaged your returning item. (This is for insurance purposes) Please send clear images to enquiries@suttonmanornursery.co.uk.

Please ensure your products are ready for collection on the booked collection day, if the item/items are not secured correctly to the pallet with the correct packaging, the courier may refuse the collection and you will be charged.

Customer Arranging Their Own Return

The products must be back at Sutton Manor Nursery within 14 days of the delivery date. You must inform us of the date that the items will be returned. The customer will be liable for any damage caused to the product during transport. If there is damage of any kind to the returned product/products, 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.

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:

• If you receive Goods which do not match those that you ordered (incorrect pot colour, incorrect code number), 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. Sutton Manor Nursery is only responsible for paying shipment costs in these circumstances (if rejected 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.
• If Goods are damaged, you should not accept the goods, contact Sutton Manor Nursery immediately, and then reject your order on point of delivery in original packaging. Sutton Manor Nursery is only responsible for paying shipment costs if the delivery is rejected and returned with driver at point of delivery. (Not if you have accepted the order).
• 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 to Sutton Manor Nursery within 14  days of receipt. You are responsible for paying shipment costs if goods are returned for this reason.
• 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: Any use or enjoyment that you may have already had out of the goods, any characteristics of the goods which may cause them to deteriorate or expire rapidly, 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.
• Sutton Manor Nursery does not accept returns for goods that have been replanted or re-potted, customised, drilling extra holes etc..
• If you simply have a change of mind on your purchase, from the time of dispatch to the delivery day, the customer will incur charges depending on how we dispatched your order (£150 per pallet) or (£55 boxed/loose item). (this means even if the delivery has not reached the property yet).

Shipping fees, such as: Speedy Delivery Service, Restricted access, AM or PM or timed deliveries are non-refundable.

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.

Minor Damage On Trees & Pots

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. 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.