At Care Garden Shop, we stand behind the quality of our gardening equipment. We want you to be completely satisfied with your purchase. If you’re not happy with an item you’ve received, we’re here to help with a straightforward returns and exchanges process.

Returns Timeframe

You may return most unused items in their original packaging within 15 days of receiving your order for a full refund or exchange. Some items have specific restrictions (see below).

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Our Support Team: Email us at [email protected] within 15 days of receiving your order. Please include your order number and reason for return.
  2. Receive Return Authorization: We’ll email you a Return Authorization Number and instructions for shipping the item back to us.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories and documentation.
  4. Ship Your Return: Send the package to our warehouse address (provided in your return authorization email). We recommend using a trackable shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (such as shipping the wrong item) or a defective product. Original shipping fees are non-refundable.

Refund Processing

Once we receive and inspect your returned item:

  • Processing Time: Refunds are processed within 3-5 business days after we receive your return.
  • Payment Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Delivery Time: Depending on your financial institution, it may take 5-10 business days for the refund to appear in your account after processing.

Exchanges

To exchange an item for a different model or size, please follow the standard return process. Once we receive your return, we’ll process your new order. You will be responsible for any price difference and additional shipping costs.

Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or exchanged unless defective:

  • Chainsaws with any signs of fuel or oil use
  • Brushcutters & Strimmers with cutters or blades that show wear
  • Opened containers of lubricants, fuels, or other consumables
  • Items not in original packaging with all tags attached

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected]. We’ll arrange for a replacement or repair at no additional cost to you, and provide a prepaid shipping label if needed.

Note: Please allow additional processing time during holiday periods. Returns may take longer to process during these times.

Return Request Template

Copy and paste the template below into an email to [email protected] to initiate your return:

Subject: Return Request – Order #[Your Order Number] Dear Care Garden Shop Support Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name: [Product Name] Reason for Return: [Please specify: defective/wrong item/change of mind/etc.] I have read and understand the returns policy on your website. Please send me the return authorization and instructions. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Contact Us

If you have any questions about our returns policy, please don’t hesitate to contact our friendly customer service team:

Email: [email protected]
Address: 57 Bruton Way, Gloucester, GB GL6M 8MM

We appreciate your trust in Care Garden Shop for all your gardening needs!