Returns & Cancellations

Returns Policy

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 or missing goods, please contact us as soon as possible, and certainly within 30 days:

Please either phone on 01252 792698 between 9.00am and 4.30pm, Monday to Friday, or email You can write to: Millais Nurseries, Crosswater Farm, Crosswater Lane, Churt, Farnham, Surrey GU10 2JN

Incorrect Goods

If we sent you something that 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 about 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 upon the time of year. 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.

Plant Guarantee

We promise to provide quality plants, but care is needed to enable them to establish in your garden. We guarantee to replace or refund to cost of plants which fail to perform for a reasonable period of time after delivery, providing they have been cared for correctly and the blame can reasonably and fairly attributed to us. We do understand that occasionally problems can arise with living plants. However, if your plants do not grow properly due to neglect on your part, then we share your disappointment, but we cannot share your liability. Specialist rare plants can be a challenge to grow, and success is not guaranteed.

Please refer to our planting instruction and advice supplied with your order confirmation email. We cannot be held responsible for poor planting and care, extremes of weather, pests, diseases and hazards which are beyond our control. We will require you to email photographs of the plant and label along with your original order number to to enable us to investigate any problem. 

We will endeavour to help identify the cause of any problems, and to replace or refund where appropriate. You will be charged for delivery on replacement items. Our liability is limited to the price paid for the plant and not for any consequential loss. Genuine complaints or problems will be treated fairly and with courtesy.


To cancel an order, please refer to our Cancellation Policy below.


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 items.

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.

Cancellation Policy

You have the right to cancel your order from when you place the order until 14 days from the day you receive the goods, by notifying us by email, in writing or by completing our Cancellation Form which we can email to you. Return the goods to us in their original condition and packaging within 14 days of cancellation to obtain a full refund to your credit/debit card or Paypal account. We will not pay the costs of returning items to us. For your protection and peace of mind, we recommend you obtain proof of postage or ideally use a recorded delivery service.

Whilst the plants are in your possession, you are responsible for taking reasonable care of them. We recommend that you unpack plants on arrival, keep in a sheltered outdoor location and water as appropriate. We ask you to return them in their original packaging or if this is not possible, then packaging of similar robustness and quality. If on return the plants have been damaged or their condition has deteriorated, we reserve the right to withhold a percentage of the refund value if they need to be reduced in price for resale.

This policy complies with the Consumer Contracts Regulations, 13 June 2014.