Refund Policy

We want you to be happy with your order. If something isn't right, you have 30 days after receiving your item to get in touch with us.

Because our products are living, natural goods, we handle returns a little differently. You can still return an order that has been opened, as long as it hasn't yet been laid or planted and remains in a resaleable condition. Once a product has been installed it can't be returned but if it then fails to establish, our Establishment guarantee below explains how we'll put things right. You'll need your receipt or proof of purchase.

To start a return, you can contact us at hello@wildgardens.uk. Please note that returns will need to be sent to the following address: Wild Gardens, Ashe Warren Farm, Overton, Basingstoke, RG25 3AW.

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@wildgardens.uk.

Establishment Guarantee

Because our products are living, natural goods, we guarantee that your order will establish successfully provided you follow our recommended installation and aftercare instructions. To claim under this guarantee, you'll need to send us two photographs: the first showing the product laid within 48 hours of delivery, and the second taken between 3 and 5 weeks after installation. These photos let us confirm the product was installed correctly and given the right conditions to establish. If it hasn't established despite following our recommendations, contact us at hello@wildgardens.uk and we'll make it right.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable items

Certain items can't be returned. This includes any product that has already been laid, planted or otherwise installed — once it's in the ground, our Establishment guarantee above is the route to putting things right. We're also unable to accept returns on sale items or gift cards. If you're unsure whether your item qualifies, please get in touch at hello@wildgardens.uk.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Refunds

We will notify you once we've received and inspected your return and let you know if the refund was approved or not. If approved, we'll usually offer a replacement product or store credit first, as that's easier for a small grower like us to sustain. If a cash refund is the better option for you, we're happy to return the payment to your original method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at hello@wildgardens.uk.