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Returns Procedure

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Change or Cancel an Order

If you wish to change or cancel an order contact our Customer Service team:
  • by phone: on 01933 353656 any time between 9am and 5.30pm Mon-Sat, 9am-4.30pm Sunday
  • by email at onlinesales@podington.co.uk.

Please have the order number and date the order was placed to hand. If your products have already been delivered, then you will need to follow our returns procedure detailed below.

Returns Procedure

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully re-saleable condition with all its original packaging intact.

Returns should be made within a reasonable time (usually 28 days) and in their original, un-damaged packaging.

If we find that the product has not been returned to us in a fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

Returns Can Be Made Through Either Of These Options

Returns of Faulty/Incorrect Goods via Courier/Post:
Please contact our customer services department by phone 01933 353656 or by email onlinesales@podington.co.uk with the following information:

  • order number,
  • stock number (SKU or Barcode),
  • the reason for the return and whether you want a refund or a replacement.

We will email you back with further instructions and where goods have been delivered incorrectly or are faulty we will arrange for the courier to come to collect the product you wish to return. Please refer to our delivery charges below relating to returns.

Please DO NOT return goods to us without having contacted us and authorised your return.

Returns via Podington Garden Centre:
Simply take the despatch note and/or invoice and the product you wish to return or exchange to the customer services desk and tell them that you bought it online.

Please note:
We will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods only.

Refund policy

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition in its original packaging.

Returns should be made within a reasonable time (usually 28 days) and in their original, undamaged packaging. If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

Products we are unable to refund or exchange:

We are unable to offer a refund or exchange on perishable goods such as seeds, bulbs, flowers or plants unless they are faulty. Please see below for our policy on made-to-order products.

Delivery charges:

We will refund your original delivery charge when a product is found to be faulty or damaged, but not when a product is simply unwanted. We do not charge for returns except for unwanted purchases.

  • Unwanted purchases of bulky furniture & goods. Please check the access dimensions of the delivery address (including any gates, doors, corridors, stairs, corners, uneven or soft surfaces) and the proposed location before ordering any bulky furniture or goods. Where large products are returned as unwanted, we reserve the right to make a charge of up to £75 to cover the collection cost.
  • Cancellation of any made-to-order/special-order products. It is unlikely that we could sell such products to another customer at full selling price. We will therefore charge a cancellation fee of amounting to 20% of the full selling price. In respect of made-to-order products our usual refund policy does not apply and products cannot be returned or exchanged unless faulty.
  • None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations please see our Terms & Conditions.

Track your order

To check your order status, just click on the ‘Sign In' link at the top of the page (if you have not signed in already), ‘Your Account' and then ‘Order Information'. You should then see a list of all the orders you have placed together with a status flag. 

  • Pending' means your order has been submitted and could be at a point between the warehouse receiving it and despatching your goods.
  • Completed' means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse.
  • Cancelled' means your order has been cancelled either by you or us. If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team at onlinesales@podington.co.uk or telephone on 01933 353656 between 9am-5.30pm Mon-Sat, 10.30am-4.30pm Sunday.
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