Returns, Refunds & Exchanges Policy

Returns, Refunds & Exchanges

Please make sure to print & keep your receipt.

We at Gemmell’s Garden Centre want you to love the products you purchase from us and we are committed to providing remarkable customer service. We offer a generous 30 day return, refund & exchange policy and if you are not pleased with a product we will happily provide you with a refund under the following circumstances:

To be eligible for a return, your item must be unused, and in the same condition that you received it, in the original packaging, with the receipt.

After 30 days we cannot offer you a refund or exchange.

The following exceptions apply to our policy:

Perishable goods such as flowers, newspapers or magazines cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Items without original receipt
  • Sale items or items marked final sale
  • Custom or special orders
  • Gift cards
  • Workshop deposits
  • Downloadable software products

Please do not send your purchase back to the manufacturer.

All returns must first be pre-authorized by contacting us. Please provide us with:

  1. Your original order number & date.
  2. The name it was ordered under.
  3. The product you are returning and why.

Once we receive this information, and you have met the conditions listed above, you will be provided with an authorization number for your return. The original receipt  & pre-authorized return number must accompany all returns. Unfortunately any item returned without an authorization number & original receipt will be returned to sender.

Please note: at our discretion - if an item is returned that is not in its original packaging and in new condition, the item may not be entitled to a refund.

Shipping

Shipping costs are non-refundable. You are responsible for all shipping costs. If you receive a refund, the original shipping cost will be deducted from the refund total.

When returning your item we highly recommend using a trackable shipping service and or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Return shipping is your responsibility therefore we highly advise that you use a shipping service that offers tracking and insurance. This is for your protection.

Please Note: The time it may take for your exchanged product to reach you may vary, depending on where you live.

We do not charge a restocking fee.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and 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. Refunds may take up to a week to show up, and are dependent on the payment method used, as it is up their discretion and policy.

Defective Merchandise

If you receive a defective product we sincerely apologize. All items are carefully inspected before they are shipped out but, as we are human, mistakes can happen. Defective merchandise will be replaced if found to be in non working order upon receipt of the item. This does not include vintage or antiques that are all sold as described in the product listing.

Damaged Item(s)

We make every effort to ensure that we ship our items with a responsible courier and your items arrive safe and sound although sometimes a product may be damaged during shipping. If this is the case we will make every effort to replace your item as soon as possible at no cost to you. As we ship our items insured, our insurer requires that damaged items be reported within 24 hours of delivery.

Damage to Parcel Only

If the parcel is significantly damaged, you may refuse delivery of the item. It will then be returned to us. Please contact us immediately if this occurs.

If you receive a parcel with obvious damage to the box or packaging but believe the item inside is still intact, you must make a written note of this with the courier when signing for your package. If no mention is made of external damage, we cannot be responsible for any product damage and are unable to accept a return or issue a refund. 

If upon opening the parcel you find the item{s} to be damaged, please contact us immediately and we will have a replacement sent to you right away.

Damage to Contents and/or Package

If your parcel is undamaged but has damaged contents, do not throw away the original packaging. Please contact us immediately and do the steps below:

  1. Take photos of the damaged item{s} and the parcel.
  2. Contact us with the name the item was ordered under, the order number and the item{s) that are damaged with their corresponding photos. You will be given an authorization number, which will need to be submitted with the damaged item{s}.
We will then review the information and decide how {or if} the damaged product should be returned. If  it is determined that you are entitled to a replacement, we will make arrangements to replace your damaged item{s} at no cost to you.

We reserve the right to refuse to issue a refund/replacement item in the event that the item is found to have suffered damage after delivery or has been misused or used other than in the accordance with the instructions or if the problem is due to normal wear and tear.