Refund & Returns Policy
Overview
We hope that everything in your order arrives safely, is what you expected it to be and ensures a great buying experience online with Bernhard’s Nurseries, but should there be an issue, please follow the Refund and Returns Policy below and our Terms and Conditions. Please note that refunds and returns for purchases made at our Cash & Carry or via a member of our sales team (i.e. not placed directly through this website) are in line with our normal Terms and Conditions, or specific terms as agreed for contract production and do not apply with the information below. A copy of these policies can be obtained on request.
In line with our Terms and Conditions of sale made through our website and the Consumer Contracts Regulations 2013, our refund and returns policy lasts 14 days from point of delivery. If 14 days have passed since your purchase, we cannot offer you a full refund or exchange.
To cancel an order prior to despatch. Please contact us with your order number and reason for cancellation. Please note that if the order is packed to be despatched that day, then a restocking fee of 25% will be applied to your refund.
To cancel an order that has already been despatched, please contact us to explain your reason for cancellation. Goods must be returned to us undamaged at your cost within 3 days of receipt of delivery. A 25% restocking fee will still apply and will be deducted from your refund.
To return an order or part of an order because it is damaged, please contact us within 48 hours of delivery to explain what is to be returned and why. We may ask for proof of any issue in the form of a digital image, which can be emailed to us. After we have agreed a return of the damaged product/s we will issue a refund or send a replacement as agreed and within 14 days.
To contact us to discuss a return or issue with your order, please email Admin@BernhardsNurseries.co.uk or call 01788 521177 (Monday to Friday 8.30am – 4.30pm, excluding Bank Holidays). Please include your account name and order number in any correspondence.
For non-plant sundry returns, please note that a manufacturers guarantee may be used to make a claim directly with the manufacturer.
Items returned in a damaged condition (that were received in good condition), missing pots, labels, or other elements, will not be refunded or may only be refunded in part. This list is not exhaustive.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working of days.
Any orders purchased using a credit account or credit note will be refunded in the form of a credit note. Items purchased in a sale or at a discounted rate will be refunded at the same rate regardless of current sales price.
Late or missing refunds
If you haven’t received a refund yet, first check your bank or credit card provider account again. If a refund has not been received within 7 working days from our confirmation, please contact us to discuss.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Admin@BernhardsNurseries.co.uk and send your item to: Bernhard’s Nurseries, The Straight Mile, Bourton, Rugby, Warwickshire. CV23 9QQ. Items must arrive with us in the same condition as they were despatched or an exchange will not be possible.
Shipping returns
To return your product, you should mail or return in person your product/s to: Bernhard’s Nurseries, The Straight Mile, Bourton, Rugby, Warwickshire. CV23 9QQ. Please include your invoice or packing note in your return so we can attribute the return to your order.
You will be responsible for paying for your own shipping costs for returning your item/s. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Need help?
Contact us to discuss a return or issue with your order, please email Admin@BernhardsNurseries.co.uk or call 01788 521177 (Monday to Friday 8.30am – 4.30pm, excluding Bank Holidays). Please include your account name and order number in any correspondence.
