At crocus.co.uk we guarantee only to send you top notch plants, products and gifts and will inspect everything carefully before it leaves us to make sure it's in tip top condition. We also do our utmost to package and protect everything so that it doesn't get damaged on its way. However, if you do have a problem, here is what to do:
Contact Customer Services
Please either phone on 0844 557 2233 between 9 and 5, Monday to Friday, (Calls cost 5p per minute from a BT line. Mobile and other service provider rates may vary) or email email@example.com
otherwise write to:
Surrey GU20 6LQ
If we sent you something you hadn't ordered and which was not a substitute item (see below), please contact us within 7 days informing us of the problem. You can return it within 28 working days unused in its original packaging and you will not be charged.
Damaged In Transit
If your purchase is damaged in transit, please contact us within 7 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.
Damaged or Defective Goods
If you receive a product that is defective, please contact us within 7 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging. If the product is covered by a manufacturer's warranty, please contact the manufacturer directly.
If you receive a plant that is in bad condition when you take it out of the box, contact us immediately. We will then ask you to send us a photograph so that there is no doubt as to it's 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 on what time of year it is. If you choose a nice leafy-looking deciduous shrub in the winter, remember it's going to turn up looking pretty bare. It doesn't mean there's anything wrong with it, just that it's out of season and will perk up when the weather does. Perennial plants won't even show above the soil level in a pot during the winter, but that doesn't mean you've been fobbed off with a bunch of soil. However, provided that you have contacted us within 7 days of receiving the defective plant we will be happy to arrange for a refund or replacement once we have received the pictures and determined the cause of the problem.
Cutflowers and Indoor Plants
If you receive a bouquet that is in bad condition when you take it out of the box, please, please contact us immediately. Provided that you have contacted us within 48 hours of receiving the damaged bouquet, we will be happy to arrange for a refund or replacement. To help us establish the cause of the problem we will ask you to send us a photograph. This removes any doubt about the condition of the plant or bouquet that has been received by you, as opposed to what it looks like by the time you return it to us.
One year Guarantee on Plants, shrubs, trees and perennials
Our plants (all fully hardy shrubs, trees and perennials, excluding annuals and biennials) are all guaranteed for one year after you've bought them. If the plant fails in the first 12 months, send us a picture of the plant along with your order reference number to firstname.lastname@example.org . Once we have determined the cause of the problem we will endeavour to replace it or refund you. This guarantee does not include any plants damaged due to lack of watering or lack of proper horticultural care. In particular, plants will not be replaced if the plant care guidelines, sent out with the order, have not been followed. You will be charged for delivery on replacement items.
To cancel an order, please drop us an e-mail at email@example.com with details of the order you are cancelling. A charge may be made if the cancellation is done after the order or a part of the order has been dispatched.
You can return anything you're not happy with within 28 days of receiving it provided you have contacted us within 7 days of receipt to advise of its return and that it's not something you've tried out and not liked! The analogy would be buying a dress, wearing it for a party and then deciding you no longer want it! The only exceptions to this are Cut Flowers and Christmas Trees.
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 things.
To get a full refund, simply return the item to us in its original condition, in its original packaging within 28 days of cancellation.
If the item has been damaged, used 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.
If you order a Ready-Made Border, Plant Combination or Border Design and a plant in the scheme is unavailable, we reserve the right to replace it with something similar. You can rely on us to choose a plant that's not only of a comparable size and price but one that fits in with the overall design we've worked on with you.