🌿 Returns & Refunds Policy – Meredith Nurseries

Last Updated: 10 November 2026

At Meredith Nurseries, we take pride in supplying quality plants, shrubs, hedging, trees and garden accessories to customers throughout the UK.

We carefully select, prepare and package our products to ensure they arrive in the best possible condition.

We understand that occasionally something may go wrong. This Returns & Refunds Policy explains how we handle cancellations, returns, damaged goods and refunds.

1. 🌱 Live Plants and Perishable Products

Plants are living products and require appropriate care during transportation, handling and after delivery.

Our range includes:

• 🌿 Evergreen hedging plants and shrubs
• 🌲 Conifers and ornamental trees
• 🌸 Flowering plants and perennials
• 🌱 Bareroot plants and trees
• 🪴 Container-grown plants

Certain products that are liable to deteriorate or expire rapidly may be exempt from the statutory 14-day change-of-mind cancellation right under the Consumer Contracts Regulations 2013.

However, this exemption does not automatically apply to every live plant. Where a product is not legally exempt, the normal statutory cancellation rights apply.

Any applicable exemption will be identified before purchase.

Your statutory rights remain unaffected if plants arrive damaged, faulty or not as described.

2. 📦 Damaged or Incorrect Items

We take great care when preparing orders, but occasionally damage may occur during transit.

If your order arrives damaged, incorrect or with missing items, please contact us as soon as reasonably possible, preferably within 48 hours of delivery.

To help us resolve your enquiry quickly, please provide:

• 📋 Your order number
• 📸 Clear photographs of the affected plants or products
• 📦 Photographs of any damaged packaging
• 🌿 A brief description of the problem

Where appropriate, we may offer a replacement, refund or another suitable resolution in accordance with your consumer rights.

The 48-hour reporting period is a request to help us investigate delivery problems and does not limit your statutory rights.

3. 🔄 Cancelling an Order Before Dispatch

If you wish to cancel an order, please contact Meredith Nurseries as soon as possible.

Where an order has not yet been dispatched, we will endeavour to cancel it and arrange a refund.

If the order has already been dispatched, the applicable cancellation and returns rules will depend on the products purchased and your statutory rights.

For products subject to the legal perishable-goods exemption, a change-of-mind cancellation may not be available.

4. 🛒 Your 14-Day Right to Cancel

For eligible products purchased online, consumers normally have 14 days after receiving their goods to notify us that they wish to cancel, without giving a reason.

This includes eligible garden accessories, plant pots, tools and other non-exempt products.

Customers must return the goods within 14 days of notifying us of cancellation, unless we have agreed to collect them.

Goods should be securely packaged and handled only as necessary to inspect them. We may make a lawful deduction if excessive handling has reduced their value.

The statutory cancellation right does not apply to certain exempt products, including goods liable to deteriorate or expire rapidly.

5. 🚚 Returning Unwanted Products

If you wish to return an eligible product because you have changed your mind:

1. Contact Meredith Nurseries to notify us of your cancellation.
2. Provide your order number and the products being returned.
3. Package the items securely to prevent damage during transit.
4. Return the goods to our returns address within the applicable timeframe.

For change-of-mind returns, customers are responsible for the direct return postage costs.

Please use a suitable tracked delivery service where possible.

For larger items that cannot normally be returned by post, return transport costs may be higher. Where required by law, these costs or a reasonable estimate will be provided before purchase.

Please do not return products without clearly identifying your order.

6. 🌳 Plant Health and Aftercare

As plants are living products, their health and appearance can be affected by several factors after delivery, including:

• 💧 Overwatering or underwatering
• ❄️ Frost or extreme temperatures
• ☀️ Excessive heat or unsuitable positioning
• 🌱 Incorrect planting depth or soil conditions
• 🪴 Poor drainage
• 🌿 Lack of appropriate aftercare

Once plants have been delivered, customers are responsible for providing suitable growing conditions and appropriate care.

Meredith Nurseries cannot guarantee successful establishment or continued growth where problems arise from unsuitable planting, neglect, adverse weather or other circumstances outside our control.

However, we will assess genuine concerns about the condition or quality of plants at the time of supply.

Nothing in this section excludes your rights where plants were faulty, damaged or not as described when supplied.

7. 🌱 Bareroot Plants

Bareroot plants are seasonal products that require particular care.

On delivery, customers should:

• 🌿 Unpack and inspect plants promptly.
• 💧 Keep roots moist and protected from drying out.
• 🌱 Plant as soon as reasonably possible.
• 🪴 Temporarily heel plants into suitable soil if immediate planting is not possible.
• ❄️ Protect exposed roots from frost, drying winds and excessive heat.

Some bareroot plants may arrive dormant and without leaves. This is normal and does not necessarily indicate that the plant is unhealthy.

Where bareroot plants qualify as rapidly perishable goods, the statutory change-of-mind cancellation exemption may apply.

This does not affect rights relating to faulty, damaged or incorrectly supplied plants.

8. 💷 Refunds

Where a refund is due, it will normally be processed using the original payment method unless otherwise agreed.

For eligible change-of-mind cancellations, refunds will include the original standard delivery charge, where applicable.

Additional charges for premium delivery options selected by the customer are not normally refundable beyond the cost of standard delivery.

We will issue refunds within the legally required timeframe, normally no later than 14 days after receiving returned goods or evidence that they have been sent back, whichever is earlier.

Where no goods need to be returned, refunds will be made within the applicable statutory timeframe.

For faulty, damaged or incorrectly supplied goods, we will provide the appropriate remedy under UK consumer law, including reasonable return costs where legally required.

9. 📸 Product Images and Natural Variations

Plants are natural living products and may vary in appearance.

Differences may include:

• 🌱 Height and shape
• 🌿 Foliage density
• 🌸 Flower colour and seasonal appearance
• 🪴 Natural growth patterns
• 🍂 Dormancy and seasonal changes

Product heights are approximate unless expressly stated otherwise.

Some product images may show mature or established specimens, and certain illustrative images may be AI-generated. Where applicable, this will be indicated in the product description.

Such images are intended to demonstrate the plant’s general appearance and potential development.

These natural variations do not remove your statutory rights where goods fail to match their description or are otherwise not of satisfactory quality.

10. 📦 Lost or Missing Deliveries

If your order has not arrived within the expected delivery period, please contact us.

We will investigate the delivery with the relevant carrier, which may include Royal Mail or APC Overnight.

Meredith Nurseries remains responsible for goods until they are delivered to the customer or a person nominated by the customer to receive them, subject to applicable consumer law.

Where goods are confirmed lost or have not been delivered as required, we will arrange an appropriate replacement or refund.

11. ⚖️ Your Statutory Consumer Rights

This policy does not affect your statutory rights under UK consumer protection legislation, including:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Goods must be of satisfactory quality, fit for purpose and as described.

Where goods do not meet these requirements, consumers may be entitled to a refund, replacement, repair or other remedy depending on the circumstances.

For non-perishable goods, the statutory short-term right to reject generally lasts 30 days. Different considerations may apply to highly perishable products with a shorter expected lifespan.

Nothing in this policy excludes or restricts rights that cannot lawfully be excluded.

12. 📞 Contact Meredith Nurseries

If you have any questions about a return, refund or problem with your order, please contact us.

Meredith Nurseries

Unit 1, Dale Mill
Hallam Road
Nelson
Lancashire
BB9 8AN
United Kingdom

📞 Telephone: 07552 847883

🌐 Website: https://www.meredithnurseries.co.uk

Please include your order number when contacting us about a purchase.

Returns Address: Please contact us before sending goods back so we can confirm the appropriate return arrangements.