Refund & Exchange Policy
Although we are committed to selling high-quality products, we hope you will enjoy, there may be times you wish to have a product refunded or exchanged.
Please make sure that you check your items carefully before you leave the centre, as some discrepancies cannot be rectified after you have left. We also recommend you keep your receipt, as you will need proof of purchase in the event of any after-sales queries.
Highdown Garden Centre Ltd reserves the right to ask for proof of purchase in order to consider a request for refund or replacement product.
If your product is faulty or defective in any way, we will issue a full refund upon proof of purchase with a valid receipt along with the return of product (s) in question.
Refunds and exchanges are available (excluding food) providing the goods are returned in their original condition, undamaged with the original labels on and in a saleable condition within 30 days of the date of proof of purchase.
If no receipt is presented, gift vouchers may be given at the manager’s discretion.
All items purchased within Sale must be returned within 14 days of the date on the proof of purchase. We are unable to accept any returns or exchanges without proof of purchase.
We guarantee all hardy nursery stock, shrubs and specimens for 5 years with proof of purchase.
For all items that are purchased online, that require a refund or exchange, you can return these to garden centre. The above terms apply.
If you are outside of our garden centre area, please visit our online help centre and send us an enquiry. One of our team will get back to you within 7 days.
If you have had the item for less than 30 days and can provide proof of purchase, we will give a full refund using the original payment method.
After 30 days and up to 1 year, we will endeavour to repair the product. If this is not possible, we will offer you a replacement.
All furniture and BBQ’s are excluded from our 28-day guarantee, however, if a fault develops the above point still applies
If the faulty product cannot be repaired, we will arrange a replacement within one year.
We will always endeavour to display the products and other images on our site as accurately as possible. However, differences in monitors and the device you use to view the website will result in subtle differences in colour and textures.
Colours, therefore, are not guaranteed. If you wish to see a ‘True Match’, please visit our store showroom and speak to one of the furniture team who will be more than happy to assist you.
5 Year Plant Guarantee
Highdown Garden Centre Ltd is committed to providing customers with the best quality plants guaranteed.
We are so sure of the high quality of our plants that we offer a 5-year guarantee on all hardy nursery stock from the date of purchase.
If, after proper care of the plants is carried out (including but not limited to, providing water, fertiliser and insect and disease control) any of these plants fail to establish within 5 years of purchase, the plants will be replaced at the same size and quantity as at original purchase or we will issue a full refund. This is dependent upon proof of purchase with a valid receipt along with the return of plant/s in question. Please note that extreme climate conditions may invalidate this guarantee.
This 5 year guarantee does not affect or alter your statutory rights in any way.
Employees of Highdown Garden Centre Ltd, their family members or anyone else connected in any way with a competition shall not be permitted to enter.
No cash alternative to the prizes will be offered. The prizes are not transferable. Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value.
The winner will be notified by social media or email and/or letter within 28 days of the closing date. If the winner cannot be contacted or does not claim the prize within 14 days of notification, we reserve the right to withdraw the prize from the winner and draw a replacement winner.
Highdown Garden Centre Ltd will notify the winner when and where the prize can be collected.
By entering a competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.
The winner will be chosen at random using a random number/name generator or as stipulated in the competition.
The winner agrees to the use of his/her name in any publicity material. Any personal data relating to the winning member or any other entrant members will be used solely in accordance with our data protection terms and conditions.
e-Commerce Website Terms and Conditions
Our success is based on making sure you are looked after first – something we are very proud of and will strive to achieve.
These terms and conditions do not affect your statutory rights as a consumer. The consumer’s statutory rights are not excluded or limited in any way in accordance with either the Sale of Goods Act 1979 (as amended) or the Consumer Rights Act 2015
These terms and conditions may be changed at any time and will be posted online. Certain provisions of these terms and conditions may be superseded by expressly designated legal notices or terms located on particular pages of this Website.
Highdown Garden Centre Ltd and our suppliers are continuously developing product and therefore reserve the right to amend the specifications of any goods or products without prior notice in relation to future sales. Please email or call ahead to check exact sizes or potential changes as on occasions minor adjustments may have been made by our supplier
Ordering From Us:
You are deemed to have placed an order with us by ordering via our online checkout process.
As part of our checkout process, you will be given the opportunity to check your order and to correct any errors prior to confirming the order. Once completed, we will send you an order acknowledgement detailing the products you have ordered and the pricing to the e-mail address provided during the ordering process. The order is only accepted by Highdown Garden Centre Ltd upon dispatch of the ordered goods and confirmed via a dispatch confirmation e-mail.
We may refuse to accept an order:
a) Where goods are not available
b) Where we cannot obtain authorization for your payment
c) If there has been a pricing or description error
d) If you do not meet any eligibility criteria set out in our terms and conditions
e) If you refuse to provide requested proof of identity where it is required to confirm your address.
Prices listed are in £GBP and are inclusive of delivery costs and VAT.
Highdown Garden Centre Ltd may change the advertised price of a product at any time. The price you pay will be the price in force at the time of your order.
Highdown Garden Centre Ltd try to ensure prices displayed on the website are correct at all times. However, should a pricing error arise, Highdown Garden Centre Ltd will inform you if a product’s correct price is higher than that stated on your order and you may choose to either proceed with or cancel the order. Where a mistake has been made with prices online, we have the right to cancel your order in full and process a refund.
Highdown Garden Centre Ltd reserves the right to revise the quoted price in the event of unforeseen and extraordinary expenses for the Company appertaining the goods.
Payment is usually by credit or debit card and is taken when the Order is placed in line with the price featured at the time of purchase and any applicable Delivery charges. This is to protect the Highdown Garden Centre Ltd from card fraud.
Where we charge separately for shipping, the appropriate rates are set out in our pricing structure shown on our website.
All prices stated include VAT at the applicable rate. For orders made outside of the UK, all orders will be charged including the applicable UK rate of VAT. Any UK VAT paid can then be claimed back through your home country
Delivery is deemed to be successful once the products have arrived at the address provided for delivery.
Signatures are not necessarily required as proof of delivery. If a signature is required you should check the number of cartons and condition of the inspected contents before signing. Should there be any shortages or damages, these must be notified to Highdown Garden Centre Ltd Ld by e-mail within 1 working day of delivery.
Once delivered the responsibility for the product is deemed to be the cardholder’s and any loss or damage to the product is then at your own risk. This is particularly notable when deliveries are made to public/workplaces such as hospitals, hotels etc where the signature of any authorised body is deemed to be proof of delivery.
Highdown Garden Centre Ltd will not accept any liability for late delivery of the goods and delivery timings will not be of the essence of the contract.
Highdown Garden Centre Ltd will not accept liability for non-delivery, where this is caused by circumstances beyond its control. In the case of delivery being refused or aborted at the delivery address, we reserve the right to charge for a second delivery as our delivery obligation only stands for the first delivery attempt.
Garden furniture & garden structures with failed pre-booked deliveries will be quoted for re-delivery and will usually be approx. £65 / package or pallet. A delivery date will be booked in to allow time to accept the delivery.
In all case, we strive to deliver goods within 8 working days from the date of order. If it is apparent at the time of order the delivery period will take longer than 10 days, we will advise the customer before accepting and completing the order processing.
If you refuse delivery of an order you will be subject to a return delivery fee deemed reasonable in accordance with the order. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse and fully inspected.
Cancellation, Returns Policy
We aim to offer a no hassle returns policy however our cancellation and return policy varies slightly between our many varied products ranges as set out below:
If you wish to cancel your order please contact our customer services team on 01903 242003. Any order cancellation must be confirmed by email prior to despatch and once despatched the returns policy is as set out below in for the various product categories.
So as to comply with the UK Consumer Contracts Regulations, all orders (except custom made products ) have a ‘14 Day Cooling Off Period’. The cardholder is liable for all return shipping costs under this right, please contact our team for advice if you wish to exercise this right.
Unless confirmed in writing from Highdown Garden Centre Ltd, all orders must be paid for before delivery. In the event of a custom-made item being ordered, this must be paid for in full prior to delivery. Any shortage of payment will result in the products not being dispatched and Highdown Garden Centre Ltd reserves the right to charge associated costs incurred in time, carriage (including aborted deliveries), and for the custom made product ordered.
In addition, all returned/exchanged products including the boxes must be in their ORIGINAL CONDITION i.e. NOT WORN, ALTERED or WASHED, and they must be in their ORIGINAL PACKAGING. N.B. – DO NOT TAPE UP, OR WRITE ON BOXES. Any damage to goods/boxes, or sign of use may result in a reduced refund to the customer.
Should an item arrive damaged, the customer must inform Highdown Garden Centre Ltd in writing within 1 working day of receipt. Highdown Garden Centre Ltd will then advise if the customer if they are to return the goods for exchange (in which case we will advise the most efficient transit method for return and the appropriate cost we will reimburse) or if we are to arrange an exchange via our courier Or transports team. All damages/defects must be reported within 1 working day from the date of delivery.
Cancellations and Return
If you are a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within seven working days following the receipt of your order. By law, Highdown Garden Centre Ltd will process your refund as soon as possible and within 30 days at the latest in accordance with your legal rights.
If you wish to cancel a product you have ordered from us, please be aware of the following scenarios and the terms that apply:
“I want to cancel the order prior to dispatch:” by law, you are permitted to cancel your order prior to dispatch but please contact Highdown Garden Centre Ltd as soon as possible so that we can minimize the overheads and inconvenience of any costs incurred. This should be by telephone and confirmed with an email.
“I want to cancel a custom-made order:” Unfortunately, by nature of the product being made to your specified requirements and tastes, we cannot offer refunds on these items.
“I want to return damaged or incorrectly supplied products:” If the products you receive are damaged or incorrectly supplied on delivery, you should notify Highdown Garden Centre Ltd within 24 hours so that we can organise the collection and send out to you replacement without charge to you. We do not make exceptions for instances when the goods have not been opened and/or checked by the customer within the allocated time.
“I have changed my mind on products I’ve received:” If you wish to cancel products that are not damaged or incorrectly supplied, then you must inform Highdown Garden Centre Ltd within seven working days following the date of receipt in accordance with the Distance Selling Regulations. You should be advised that cannot accept responsibility or cost for the organisation, collection and return of products. You are required to take reasonable care of the products and not use them while you organise return delivery. See Customer organised returns.
Customer Organised Returns
If you have changed your mind and wish to return any products to us, please be advised that you have a statutory duty to take reasonable care of the products that you are returning. We reserve the right to bring an action against you in the event you breach this statutory duty. This will be reviewed on a case by case basis but examples include:
Returned products are damaged in transit: If products on the return are lost or damaged in transit, we reserve the right to seek direct costs from you.
Returned products are not suitable for resale: On receipt of the returned goods, Highdown Garden Centre Ltd will inspect and assess the suitability of products for resale and reserves the right to seek payment for the direct cost should you have been negligent in your duty to care.
Please note, Highdown Garden Centre Ltd will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service and with appropriate insurance.
Product Specific Return Policy
Any returns due to defects or damages must be notified within 24 hours following from delivery. The damaged items will be replaced within a reasonable period of time and at no cost to the customer. We will require photographic evidence of the damage/defect before any replacement/collection can be instigated.
A customer can exercise their right to return the product under the 14-day return procedure Highdown Garden Centre Ltd will provide an address for the goods to be returned to, but the customer needs to arrange their own transport for the goods. Typically, with furniture and garden furniture, the return cost could be £60-£120, but this is a guide only and will vary depending on the nature and location of the goods. Upon receipt, the goods will be checked and if not damaged, a full refund will be processed. Should there be any damage to the returned goods, Highdown Garden Centre Ltd will contact the customer and provide images to confirm the damage and provide an indication of the repair cost before processing a partial refund. Highdown Garden Centre Ltd may be able to arrange collection of the goods, the cost of which will be debited from the original amount paid prior to any refund and will be quoted at cost including VAT.
All returned garden furniture items must be suitably packaged in their original packaging and if delivered on a pallet, must be collected on the same size pallet.
Rattan Garden Furniture Note:
All our rattan garden furniture has been carefully handing woven and is crafted from synthetic all-weather rattan weave. As the material is synthetic, woven table tops may move during hot weather which is due to the natural expansion of the material and is perfectly normal. As is cools down the weave will return back to the original taught finish. This is not a defect of the product and will happen with all brands of rattan garden furniture.
Fires, BBQs & Braziers
Any item used for burning any fuel may be liable to discolouration due to heat and this should be expected and does not affect the structural integrity of the product. If discolouration does occur with any product used for burning, we advise the use of fire stove paint for touching up to keep the ‘as new’ look.
Please contact our customer service team who will assist in these instances
Due to the vast range of products Highdown Garden Centre Ltd supplies, there are varying warranties applied to different product ranges as set out below, and in all cases, we reserve the right to request photo’s accurately detailing the problem if deemed appropriate by Highdown Garden Centre Ltd
All warranties and assistance provided by Highdown Garden Centre Ltd are done so in addition to your statutory rights. Works undertaken during this warranty/guarantee period are not necessarily free of charge and will be subject to the following limitations:
a) If the problem is deemed by Highdown Garden Centre Ltd to be due to wear and tear or misuse (including commercial use of a domestic product) rather than a manufacturing fault, then charges may be made for rectification. Should there be any claim against this from the customer in this regard then their issue should be taken up with the manufacturer directly and not Highdown Garden Centre Ltd
b) Many products come with a warranty registration card upon delivery, this must be completed and registered with the manufacturer for any warranty to be valid.
c) Should the Highdown Garden Centre Ltd conclude that the repair is the customer’s responsibility, the customer will in no way hold Highdown Garden Centre Ltd responsible. Where a customer has a guarantee/warranty issue we will endeavour to assist wherever practically possible.
d) Highdown Garden Centre Ltd must be allowed the opportunity to view the goods and alleged fault by photographic evidence or returning the product, as appropriate.
e) Highdown Garden Centre Ltd accepts no responsibility or liability for products damaged in adverse weather conditions including windy weather, this includes Glass tops and Parasols.
Garden Furniture Cushions
All cushions for garden furniture sets should be stored indoors when not in use unless expressly specified that the cushions themselves can be left outside. Even when covers are used to protect garden furniture the cushions must still be stored indoors. Highdown Garden Centre Ltd will not accept ANY liability for customers cushions damaged due to not adhering to the above conditions.
No glass is covered under warranty, Highdown Garden Centre Ltd will only accept warranty claims with Glass where it has been reported as damaged no later than 24 hours after delivery, failure to notify Highdown Garden Centre Ltd will void any warranty claim.
You are permitted to print and download extracts from this Website for your own use on the following basis:
a) No documents or related graphics on this Website are modified in any way;
b) No graphics on this Website are used separately from accompanying the text.
Unless otherwise stated, the copyright and other intellectual property rights in all material on this Website (including without limitation photographs and graphical images) are owned by Highdown Garden Centre Ltd. For the purposes of these terms and conditions, any use of extracts from this Website other than in accordance with that stated above for any purpose is prohibited. If you breach any of the terms in these terms and conditions, your permission to use this Website automatically terminates and you must immediately destroy any downloaded or printed extracts from this Website. No part of this Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.
Any rights not expressly granted in these terms are reserved.
While we endeavour to ensure that this Website is normally available 24 hours a day, we will not be liable if for any reason this Website is unavailable at any time or for any period. Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.
While we endeavour to ensure that the information on this Website is correct, we do not warrant the accuracy and completeness of the material on this Website. We may make changes to the material on this Website, or to the products and prices described in it, at any time without notice. The material on this Website may be out of date, and we make no commitment to update such material. The material on this Website is provided “as is” without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, we provide you with this Website on the basis that we exclude all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for these terms and conditions might have effect in relation to this Website.
With regards to the use of products obtained via Highdown Garden Centre Ltd website www.highdown.co.uk, all products should be used and operated as specified in the accompanying instructions and advice.
We, any other party (whether or not involved in creating, producing, maintaining or delivering this Website), and any of our group companies and the officers, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise) in connection with this Website in any way or in connection with the use, inability to use or the results of use of this Website, any websites linked to this Website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this Website or your downloading of any material from this Website or any websites linked to this Website. In addition, any assistance given to the delivery driver i.e. helping lift items off the lorry is done so at the customer’s discretion, Highdown Garden Centre Ltd accepts no responsibility for any injury sustained.
Nothing in these terms and conditions shall exclude or limit our liability for
(i) Death or personal injury caused by negligence (as such term is defined by the Unfair Contract Terms Act 1977)
(iii) Misrepresentation as to a fundamental matter
(iv) Any liability which cannot be excluded or limited under applicable law.
If your use of material on this Website results in the need for servicing, repair or correction of equipment, software or data, you assume all costs thereof. You agree to indemnify us fully, defend and hold us, and our officers, directors, employees and agents, harmless from and against all claims, liability, damages, losses, costs (including reasonable legal fees) arising out of any breach of the terms and conditions by you, or your use of this Website, or the use by any other person using your registration details.
Governing Law and Jurisdiction
These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales. Disputes arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the English courts.
We do not warrant that materials/items for sale on the Website are appropriate or available for use outside the United Kingdom. It is prohibited to access the Website from territories where its contents are illegal or unlawful. If you access this website from locations outside the United Kingdom, you do so at your own risk and you are responsible for compliance with local laws.
You may not assign, sub-license or otherwise transfer any of your rights under these terms and conditions. If any provision of these terms and conditions is found by any court of competent jurisdiction to be invalid, the invalidity of that provision will not affect the validity of the remaining provisions which shall continue to have full force and effect. Only the parties to these terms and conditions may seek to enforce them under the Contracts (Rights of Third Parties) Act 1999.
The Highdown Garden Centre Reward Scheme Terms and Conditions
1. Highdown Garden Centre Reward Scheme General Terms & Conditions of Memberships
1.1. All applications to join and participation in the Highdown Garden Centre Reward Scheme will be regarded as full acceptance of Highdown Garden Centre Ltd, Terms and Conditions. Additional terms and conditions may apply for individual offers within the scheme at Highdown Garden Centre Ltd’s discretion. Members participating in these individual offers and benefits, will be considered to have accepted any additional terms and conditions.
1.2. Highdown Garden Centre Ltd reserves the right to refuse an application for any reason.
1.3. All applicants must be aged 18 years or over and be a resident of the United Kingdom or the Channel Islands.
1.4. Each member is entitled to one Highdown Garden Centre Reward Scheme card account only per person.
1.5. It is the responsibility of a member to inform Highdown Garden Centre Ltd of any changes in their email address or given membership details.
1.6. Highdown Garden Centre Ltd reserves the right to decline issue of membership, terminate membership or refuse voucher redemption through the loyalty scheme if there is reasonable belief of: any breach or attempted breach of the terms and conditions relating to the scheme; any behaviours relating to the scheme that involves theft, misconduct or offensive nature; or supplying false or misleading information.
1.7. The Highdown Garden Centre Reward Card may not be used at any concession stores that are not owned by Highdown Garden Centre Ltd.
1.8. Highdown Garden Centre Reward Scheme Membership cards are the responsibility of the member, along with any security details given in relation to the members’ account.
1.9. Highdown Garden Centre Ltd cannot be held responsible for any loss or theft of a member’s Club Card.
1.10. If a Highdown Garden Centre Reward Scheme card is lost or stolen, replacements can be applied for through our online web form and at the garden centre.
2. Highdown Garden Centre Reward Scheme Emails
2.1. If you have joined the Highdown Garden Centre Reward Scheme and completed the online or in store application form, agreeing to the terms and conditions automatically means you have agreed to receive marketing communications from Highdown Garden Centre Ltd. You may opt out of receiving marketing communications at any time by unsubscribing from one of our emails.
2.2. Unsubscriptions: Please note that if you unsubscribe to any email sent by firstname.lastname@example.org, this means that you automatically unsubscribe to all Highdown Garden Centre Ltd emails including our monthly offer emails. If you receive an email which is about a centre specific event or anything other than our monthly offers and you do not wish to receive these particular emails, please advise us by email.
2.3. If you have consented to receive emails but are not receiving them, please contact your local garden centre and it will be investigated. By agreeing to our terms and conditions, members agree to understand that some Internet Providers may block or blacklist incoming Highdown Garden Centre Reward Scheme mailers depending on the Internet Service Provider’s system settings. Highdown Garden Centre Ltd actively carry out regular spam tests to ensure our mailers are not regarded as spam or junk and to the best of the company’s ability investigate blacklistings.
a) In order for your Internet Service Provider to lift a blacklisted email address, you must make a request directly to your Internet Service Provider to lift the block. Simply contact your Internet Service Provider and make a request to allow emails to come through to your inbox from email@example.com. Alternatively, you may have access to amend these restrictions through your email folder settings.
b) There will be cases where Highdown Garden Centre Reward Scheme mailers may go directly to the email user’s junk mailbox without forewarning.
10. Highdown Garden Centre Reward Scheme – Privacy & Data Protection (Members only)
10.1. By taking part in the Highdown Garden Centre Ltd Loyalty Scheme, you agree that Highdown Garden Centre Ltd can contact you via email with news about the company’s products and services.
10.2. Highdown Garden Centre Ltd will not release a Highdown Garden Centre Reward Scheme Member’s personal details to any third party for mailing or marketing purposes.
10.3. By taking part in the Highdown Garden Centre Ltd Loyalty Scheme, Highdown Garden Centre Ltd will collect and use information about each member, to include; registration details; information about the use of their Highdown Garden Centre Reward Scheme Card; purchases and other information that the member willingly provides.
10.4. Highdown Garden Centre Ltd may analyse members information to gain a better understanding of shopping behaviour and use this information to approach the member with useful information, offers, products, services and promotions which may be of interest to the member.
11. Highdown Garden Centre Reward Scheme Special Events
11.1. Offers cannot be used in conjunction with any other promotional offer.
11.2. Any discounts or offers which are stipulated as Highdown Garden Centre Reward Scheme related are only available to Highdown Garden Centre Reward Scheme members who present a valid Highdown Garden Centre Reward Scheme card at the till point.
11.3. Offer available only on the dates as stipulated in the marketing material by the relating garden centre and Highdown Garden Centre Ltd.
11.4. Offers and discounts are subject to availability and can be withdrawn at any time at the discretion of the manager and Highdown Garden Centre Ltd.
Social Media Guidelines
These guidelines are in place to help create a safe environment on all social media channels run by Highdown Garden Centre Ltd.
The aim of our social media channels is to create an environment where our community can engage safely and is free to make comments, questions and suggestions.
We ask that anyone engaging with our social media channels shows courtesy, kindness and respect for all other members of our social media communities.
In order to help create this safe environment, we have set out some guidelines which apply to any engagement with us or other members of the community on any of our social media channels.
By engaging with our social media channels, you agree to follow these guidelines.
Comments must not:
- Contain spam, be defamatory of any person, deceive others, be obscene, offensive, threatening, abusive, hateful, inflammatory or promote sexually explicit material or violence.
- Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
- Breach any of the terms of any of the social media platforms themselves.
- Be off-topic, irrelevant or unintelligible.
- Be negative or abusive.
- Contain any advertising or promote any services.
Breach of guidelines
We reserve the right to determine, at our discretion, whether contributions to our social media channels breach our guidelines. We reserve the right to hide or delete comments made on our channels, as well as block users who do not follow these guidelines.
We also reserve the right to send any comments we deem appropriate to law enforcement authorities for investigation as we feel necessary or is required by law.