1. OUR RETURNS POLICY
You get 14 calendar days to return any items you’re not quite sure about. This two week returns period starts from the day you receive your order. This does not include bespoke items that have been altered or personalised for the customer i.e. bespoke planter colour. Sadly you will have to pay the return postage which is normally £8.50 per plant.
2. FAULTY GOODS
Please return your item(s) to us within 14 days after finding the fault, and remember to get in touch before returning. You can do this by filling out the form HERE, and a member of our team will look into it.
Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.
3. CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS
If you’re a customer in the EEA, you get 14 days to cancel your contract with us
This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation.
Email us: HERE
Write to us via post: Bentleys of PontefractLtd, Units 2 & 5a Prince George Trading Est, Skinner Lane, Pontefract, WF8 1HG
4. HOW LONG WILL MY REFUND TAKE TO BE PROCESSED?
If you would like to return an item, we will refund you within 21 days of the day that we email you to confirm that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 14 day returns period or is faulty.
Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.
In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from your Post office or applicable returns service location as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We are happy to exchange or refund any item returned in a saleable condition, in its orignal packaging within 14 working days...
All orders will be shipped using 24 or 48 hour service to ensure the plants arrive as healthy as they left us. We take great care with our packaging to ensure the product arrives with you exactly as it left. Unfortunately, on very rare occasions, products/consignments can be damaged in transit. If you believe this to be the case please inform us immediately upon receipt, sign the delivery note quoting “damaged product“. We will then ask you to send us photographic evidence so we can forward to the courier company. On receipt of the photographs we will arrange collection/replacement or refund.
As we say we are happy to exchange or refund any item returned in a saleable condition, in its original packaging within 5 working days. Please note if you return the item because you have simply changed your mind you will not be refunded any postage costs and you will have to pay for the return postage.
Please bear in mind that plants look different depending on what time of year it is but we always do our very best to deliver to you exactly as per the images we show you or very close. If you choose a nice leafy-looking deciduous shrub in the winter, remember it's going to turn up looking pretty bare. It doesn't mean there's anything wrong with it, just that it's out of season and will perk up when the weather does. We will not pay the costs of returning an item to us. Until we receive the goods you are returning, they are your responsibility. If an item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.