We only select and despatch the best looking plants. They are all in excellent healthy condition, and we believe them to be true to name. Satisfied customers are important to us, so any complaints will be dealt with quickly and considerately. Should you have a problem, please contact:
Please either phone on 01252 792698 between 9.00am and 5.00pm, Monday to Friday, or email email@example.com. You can write to: Millais Nurseries, Crosswater Farm, Crosswater Lane, Churt, Farnham, Surrey GU10 2JN
If we sent you something you did not order and which was not a substitute item (see below), please contact us within 30 days informing us of the problem. We will advise you if we wish you to return the goods to us at our cost. Should we request this you can then return the goods within 14 days unused in its original packaging or other suitably robust packaging agreed with us and we will arrange a full refund.
Damaged In Transit
If your purchase is damaged in transit, please contact us immediately informing us of the problem. We will advise you if we wish you to return the goods to us which will be at our cost. You must return it within 14 days and we will agree a replacement or a full refund. Please make sure you give us your invoice number and return the item in its original packaging.
Damaged or Defective Goods
In the unlikely event that you receive a plant in poor condition, please contact us immediately. We will ask you to send us a photograph so that there is no doubt as to its condition on arrival with you, as opposed to what it looks like by the time you return it to us. Bear in mind that plants look different depending on what time of year it is. If you choose a nice looking deciduous azalea in the winter, remember it is going to turn up looking pretty bare. This does not mean that there is anything wrong with it, just that it is dormant and will perk up when the weather does. However, provided that you have contacted us within a maximum of 30 days of receiving the defective plant we will be happy to arrange for a full refund or replacement once we have received the pictures and determined the cause of the problem.
One year Guarantee on Plants
Our plants are all guaranteed for one year after purchase. If the plant fails in the first 12 months, we will ask you to send us a picture of the plant along with your invoice number to firstname.lastname@example.org. Once we have determined the cause of the problem we will endeavour to replace it or make an exchange up to the value of the plant. This guarantee does not include any plants damaged due to lack of watering or lack of proper horticultural care on your part. In particular, plants will not be replaced if the plant care guidelines, sent out with the order, have not been followed. We cannot be responsible for any airborne pests and diseases that are out of our control. You will be charged for delivery on replacement items.
To cancel an order, please refer to our Cancellation Policy.
You can return any plant you are not happy with within 30 days of receiving it. We will not pay the costs of returning an item to us.
Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return things.
To get a full refund, simply return the plant to us in its original condition, in its original packaging within 14 days of cancellation.
If the plant has been damaged or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
We reserve the right to send smaller plants if necessary, at reduced prices.
This policy complies with the Consumer Rights Act 2015.