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- Returns Policy
1. Returns Policy
1.1 Damaged or Faulty Orders
We always do are upmost to ensure that all products and materials that leave us are of the best quality and condition, in the unfortunate circumstance that the products you have received are faulty or damaged please within 30 days from the day after your goods have been delivered contact us by email on firstname.lastname@example.org or by calling 01278 691540 we will do our best to; A) exchange the products for a replacement, or B) Refund your order in accordance with our refund policy.
1.2 Cancelling Orders
Under the consumer contract regulation you are entitled to cancel your order anytime from the moment you place your order up to 14 working days from the day after you receive it. Cancelled orders will be refunded in accordance with our refund policy. To cancel an order or speak to a member of our team about cancelling an order please either email email@example.com or call 01278 691540
Cancelled orders that have already been collected for delivery or have been received by the customer will need to be returned in accordance with 1.3 of the returns policy.
1.3 Returning Goods
Orders must be returned in it’s original condition using the same packaging which it was delivered in, If the original packaging cannot be used then packaging of a similar or better quality must be used. It is your responsibility to make sure goods being returned are protected to a satisfactory level. Returned goods must be labelled and addressed to:
Somerset Willow Growers Ltd, Bon Accord, Bussex Farm,
Westonzoyland, NR Bridgwater, Somerset, TA7 0EU
When returning goods please make sure that you have contacted a member of the Somerset Willow Growers Team who will be able to advise on how best to get your order returned.
Goods can be returned in one of two ways
A. Collected from your address via TNT couriers on our account at the customers expense, please note customer must be present at the address from 9.00am till 6.00pm on the day of collection otherwise charges may be incurred.
B. Using your own courier service or Royal Mail, please note customers using Royal Mail must make sure that they retain a receipt in the event of an order being lost.