Refund policy
RETURNS POLICY
If you wish to return an item to us, whether it’s because you have changed your mind or there is a problem with it, please contact us with your order number and advise us why. We kindly request that regardless of the reason for return, you keep the original packaging until you have spoken with us.
Contact Us
Email: contactus@silicalodge.co.uk
Telephone: 01724 282148
Post: Silica Lodge Garden Centre, Scotter Road South, Scunthorpe, North Lincolnshire, DN17 2BN
Faulty Goods
If you receive something faulty from us, you have 30 days to return it. Please contact one of our team who will provide information on how to return the item.
Incorrect Goods
If we have made an error with your delivery, please call one of our team and we will advise how to return the item/s and organise a replacement or refund.
Damaged In Transit
If your purchase is damaged in transit, please notify us within 48 hours informing us of the problem and one of our team will provide information on how to return the item.
Defective Goods
Products
If you receive a product that is defective, please contact us within 7 days informing us of the problem. You can return it within 30 days to get either a replacement or a refund.
Plants
If you receive a plant that you believe is in bad condition, contact us immediately, but no later than 7 days after its arrival. We request that you email us a photograph of the plant so that we can send it to our plant experts to be reviewed. Bear in mind that plants look different depending on what time of year it is. If you choose deciduous shrub in the winter, 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. Many perennial plants won't even show above the soil level in a pot during the winter. However, if you are concerned, contact us with a photograph of the plant within 7 days of delivery and we will be happy to pass the photographs to our plant experts to assess whether there is a problem.
Cancellation
To cancel an order which you have not yet received, please contact us with details of the order you are cancelling.
Returns
If you wish to return an item which you have received, you have up to 30 days to return it to us. You must contact us in the first 7 days to advise that you intend to return it. It must be returned in the same condition that you received it. Please include your order number and reason for return inside the box. Once we have received your return, your refund will be processed within 14 working days.
We will not pay the costs of returning an item to us, unless the item is faulty.
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.
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.