At Hozelock Sale Store, we take pride in offering high-quality gardening products designed to enhance your outdoor space. We want you to be completely satisfied with your purchase of our garden planters, automatic watering systems, furniture, and ornaments. If you are not entirely happy with your order, we are here to help with a straightforward returns and exchanges process.

Returns & Exchanges Timeframe

You may return or exchange most items within 15 days of receiving your order. Please note that some products may have specific return conditions due to their nature (see section on Non-Returnable Items below).

Return & Exchange Process

Follow these simple steps to return or exchange an item:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and details about the product you wish to return or exchange.
  2. Receive Instructions: We will provide you with a Returns Authorisation number and instructions on how to return the item(s).
  3. Pack the Item: Securely pack the item in its original packaging, including all accessories and documentation. Include a copy of your order confirmation or packing slip.
  4. Ship the Item: Send the package to the address provided by our customer service team. Please note that return shipping costs are the responsibility of the customer, unless the return is due to an error on our part or a defective product.
  5. Processing: Once we receive and inspect the returned item, we will process your refund or exchange within 5 business days.

Refund Timeline and Method

Refunds will be issued to the original payment method used for the purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): Refunds may take 5-10 business days to appear on your statement, depending on your bank’s processing time.
  • PayPal: Refunds are processed within 24-48 hours and may take up to 5 business days to appear in your account.

Please note that shipping costs are non-refundable, unless the return is due to an error on our part.

Non-Returnable Items

To ensure the health and safety of our customers, the following items cannot be returned or exchanged due to their nature:

  • Animal Ornaments: These are often delicate and may be damaged during return shipping.
  • Buddha Statues & Cherubs & Fairies: Similar to animal ornaments, these items are fragile and prone to damage.
  • Cages & Netting: Due to hygiene reasons, these items cannot be returned once opened or used.
  • Car Cleaning Products: For safety and hygiene, these items are non-returnable once opened.

If you receive a defective or incorrect item from these categories, please contact us immediately, and we will resolve the issue promptly.

Return/Exchange Request Template

To expedite your return or exchange request, please use the following template when emailing us:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:

Dear Hozelock Sale Store Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Below are the details:

  • Product Name: [Product Name]
  • Reason for Return/Exchange: [Please provide details]
  • Preferred Solution: [Refund/Exchange for [Product Name]]

Please provide further instructions on how to proceed.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number]

Contact Us

If you have any questions about our returns and exchanges policy, please contact our customer service team:

Email: [email protected]

Postal Address: 78 Carrington St, Nottingham, GB NG1E 1TQ

We aim to respond to all inquiries within 24-48 hours.

Note: This policy is subject to change without prior notice. Please refer to our website for the most updated version.