Last Updated: October 26, 2023
Welcome to Longacres Shop. Rooted in traditional British values of trust and quality, we are committed to ensuring your complete satisfaction with every purchase, just as we are dedicated to curating our finest A-Z Perennials, Bonsai, and Kent & Stowe tools. We understand that sometimes a product may not meet your expectations, and we aim to make the returns process as smooth and transparent as possible for our global community of gardeners.
Our Returns & Exchanges Promise
We offer a straightforward and gardener-friendly returns and exchanges policy. If you are not entirely satisfied with your purchase, you may return most items within 15 days of receiving your order for a refund or exchange. Please review the details below to ensure a seamless process.
Please Note: To be eligible for a return or exchange, your item must be unused, in the same condition that you received it, and in its original packaging. All returned items must include all tags, labels, and accessories.
Step-by-Step Returns & Exchanges Process
- Initiate Your Request: Within 15 days of delivery, please contact our friendly customer support team at [email protected] with your order number and details about the item you wish to return or exchange. You may use the template provided below.
- Receive Instructions: We will respond within 1-2 business days with a Returns Authorisation (RA) number and detailed instructions on where to send your package. Please do not send any items back without an RA number.
- Pack and Ship: Securely pack the item(s) in their original packaging, include the RA number clearly on the outside of the package, and ship it to the address we provide. We recommend using a trackable shipping service.
- Inspection and Processing: Once we receive your return, our team will inspect the item(s). We will notify you via email about the status of your refund or exchange.
Refund Timelines and Methods
Your satisfaction is our priority. Upon approval of your return:
- Timeline: Refunds will be processed within 5-10 business days after we receive and inspect the returned item.
- Method: Refunds will be issued to the original payment method used at the time of purchase (e.g., Visa, MasterCard, JCB, or PayPal). Please note that it may take additional time for the refund to appear on your statement, depending on your bank or payment provider’s policies.
- Shipping Costs: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost of the replacement item to your address.
Items That Cannot Be Returned or Exchanged
To ensure the health and quality of living products and for hygiene reasons, the following categories from our range are non-returnable unless they arrive damaged or defective:
- All Live Plants: This includes items from A-Z Houseplants, A-Z Perennials, A-Z Shrubs, Bamboos & Grasses, Bonsai, Climbers, Conifers, Flowering Houseplants, Foliage Houseplants & Ferns, and Fruit Bushes. Due to their perishable nature and the potential for stress during transit, we cannot accept returns for change of mind. Please inspect all plants upon delivery and contact us immediately within 48 hours if there is any damage or health issue.
- Personalised or Made-to-Order Garden Features.
- Used or Damaged (by the customer) Cutting Tools or Digging Tools.
Damaged or Incorrect Items: If your order arrives damaged, defective, or incorrect, please contact us at [email protected] within 48 hours of delivery with photos of the product and packaging. We will arrange a replacement, refund, or return at no cost to you.
Returns Request Email Template
To help you get started, please use the following template when contacting us:
Need Further Assistance?
Our dedicated team is here to help you with any questions about returns, exchanges, or your order.
Longacres Shop
📧 Email: [email protected]
🌐 Website: plantssupply-shop.com
📍 Address: 40 Market Passage, Cambridge, GB CB7C 5US
We are proud to be your trusted partner in greening every space.