Product Returns
Thank you for purchasing from Water Gardening Direct. If you have a problem with a product that we have supplied, we’re happy to help.
If you have a product which need to be returned to us please complete and include a Product Returns Form, this will help us deal with your product return as swiftly as possible. This form can be completed on screen then printed, or printed and completed by hand. If you have any problems completing this form, please contact us and we will be very happy to help.
Below is a summary of our returns policy and process, however if you have any questions, please do not hesitate to contact using our Contact Us Page, email sales@eatergardeningdirect.com or by Telephone on 01778 341199 (8.30am - 17.00pm Mon-Fri).
Products Not Required
Returns Process
- If a product is returned as "not required" the return must be received by us within 30 days from the date you received your purchase.
- Items must be unused, in their original condition with all contents and in the original packaging.
- Include any invoice, packing slip, or proof of purchase.
- Once we receive your returned item, it will be inspected and a refund of the product will be issued as quickly as possible.
- Original carriage charges and return shipping charges are not refundable. You will receive a full refund of the original product price.
- If the original purchase included a discount code, this will be cancelled, or if already used, deducted from the product refund.
- Refunds will be applied in the same way as the original purchase was made.
Faulty Products (within guarantee period)
Returns Process
- If a product is returned as "FAULTY" the return must be initiated by notifying us or us receiving the item within the products guarantee period.
- Include any invoice, packing slip, or proof of purchase.
- Once we receive your returned item, it will be inspected / tested and if faulty a replacement product will be issued as quickly as possible.
- We may need to contact you for additional information regarding any reported faults.
- Return shipping charges are not refundable.
- Any product replaced within the guarantee period will inherit the remainder of the original product guarantee.
Faulty / Damaged On Delivery Products
If a product is faulty or damaged on delivery (or very shortly afterwards) please contact us as soon as possible using our Contact Us Page, email sales@eatergardeningdirect.com or by Telephone on 01778 341199 (8.30am - 17.00pm Mon-Fri) so that we can discuss the most effective solution to the problem.
Not Required / Faulty Product Collections
Although it is your responsibility to return not required / faulty products, we do understand this this can be quite difficult to organise. If required, we can arrange for a carrier to collect the item(s) you wish to return, however this is a chargeable service.
Most items have a collection cost of £9.99, however small pre-formed ponds, larger liners and heavier products are £24.99, pallatised dlivery products and pre-formed ponds that are delivered by a 2 man delivery service are £100.00 (these charges do not cover non UK Mainland and Scottish Highland addresses and products that require a pallet carrier collection. Please contact us using our Contact Us Page, email sales@eatergardeningdirect.com or by Telephone on 01778 341199 (8.30am - 17.00pm Mon-Fri) to discuss a product collection.
A final comment from us
At Water Gardening Direct we take our relationships with our customers extremely seriously, if you ever have any concerns regarding our returns process or a product we have supplied, please do not hesitate to contact us. You will always be greeted by a friendly member of staff who will be happy to answer your questions fully and efficiently.... Our customers are our business so we are always happy to help.