Returns Policy
This policy applies to retail customers only. If you are a Trade Account customer, please contact your Account Manager for guidance on returning products.
1. I’VE CHANGED MY MIND OR ORDERED BY MISTAKE
1.1 If you purchased your item online, over the phone, or via email, as a customer, you have consumer rights under the Consumer Contracts Regulations.
1.2 The Consumer Contracts Regulations give you a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods.
1.3 You must notify East Riding Horticulture Ltd. within this cancellation period that you intend to return the goods by email to sales@erh-ltd.co.uk with your order details.
1.4 You then have a further 14 days from the date you notify East Riding Horticulture Ltd. to return the goods to us.
1.5 For returns made under this policy, the customer is responsible for covering the return shipping costs.
1.6 East Riding Horticulture Ltd. can arrange the collection. Due to the hazardous nature of many of East Riding Horticulture Ltd.’s products, it is recommended that you allow East Riding Horticulture Ltd. to arrange collection using an authorised carrier. Additional charges may be incurred.
1.7 If you choose to return the item yourself or by using a courier of your choice, East Riding Horticulture Ltd. will not reimburse any costs, and returning items will be at your risk. We strongly recommend you obtain a proof of postage receipt. Please return the item to the return address below.
East Riding Horticulture Ltd
Glebe Farm Cottage
High Lane
Sutton upon Derwent
YO41 4BY
1.8 Please note that there will be a restocking fee to cover warehouse and administration costs. All costs will be deducted when your refund is processed. The return of correctly dispatched Goods of saleable quality shall be subject to a 10% restocking charge plus any delivery charges. The minimum restocking charge is £10.00 plus any delivery charges.
1.9 Your refund will be authorised and paid within 14 days after the goods have been returned and inspected.
1.10 The refund will be issued to the same method as the initial payment was made.
1.11 Please note we are not able to accept returns under this section for the following reasons:
1.11.1 Special order items
1.11.2 If sealed packages have been opened or used.
1.11.3 Order purchased under any Trade terms and conditions
2. MY GOODS ARE DAMAGED OR FAULTY
2.1 You have the legal right to a full refund if you return your faulty or damaged goods within 30 days of receiving them.
2.2 You will need to inform East Riding Horticulture Ltd. of the fault within 3 days of receiving it by emailing sales@erh-ltd.co.uk with photographic evidence of the fault or damage.
2.3 If you inform East Riding Horticulture Ltd. of faulty or damaged goods between 3 days and 6 months of receiving them, East Riding Horticulture Ltd. reserves the right to repair or replace the goods.
2.4 If the repair or replacement is unsuccessful, you can then ask for a refund.
2.5 If you inform East Riding Horticulture Ltd. after 6 months of faulty goods, you are responsible for providing evidence that the fault was present at the time they were delivered.
3. RELEVANT LEGISLATION
3.1 The most important statutory rights for returning your shopping come from two pieces of legislation, the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
3.2 These two regulations cover the return of unwanted goods bought online or over the phone and your rights to return faulty goods bought online or over the phone.