Refund policy
Refund & Returns Policy:
Our Approach
At The Fernery we want every order to arrive exactly as expected and become a lasting part of your home or garden.
If something isn't quite right, we're here to help. This policy explains when returns, exchanges, replacements, and refunds are available and how they are handled.
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
Change of Mind Returns:
If you change your mind about a purchase, you may request a return within 14 days of receiving your order.
To be eligible for a return:
- The item must be unused and in its original condition.
- The item must be returned in its original packaging wherever reasonably possible.
- Any labels, tags, accessories, instructions, or included components must be returned with the product.
- The item must not show signs of use, installation, planting, weather exposure, damage, or alteration.
Once a return has been approved, the item must be shipped back within 14 days.
Unless the item is faulty, damaged, or incorrectly supplied, return shipping costs are the responsibility of the customer.
2. Damaged, Faulty or Incorrect Items:
We carefully inspect orders before dispatch, but occasionally issues can occur during fulfilment or transit.
If your order arrives:
- Damaged
- Faulty
- Defective
- Incomplete
- Different from the item ordered
please contact us within 48 hours of delivery.
To help us resolve the issue quickly, we may request:
- Your order number
- Photographs of the product
- Photographs of any packaging damage
- A description of the issue
Where a claim is approved, we may offer one of the following remedies:
- Replacement item
- Repair where appropriate
- Store credit
- Partial refund
- Full refund
The appropriate remedy will be determined based on the nature of the issue and applicable consumer rights.
3. Outdoor Products & Natural Materials:
Many Fernery products are made using natural, handcrafted, or traditionally finished materials.
Variations in the following are considered normal characteristics and not manufacturing defects:
- Wood grain and colouring
- Ceramic glaze patterns
- Stone texture and markings
- Metal finishes and patina
- Hand-finished detailing
- Natural fibre variation
- Minor differences in dimensions or appearance
Outdoor products may naturally weather over time when exposed to sunlight, moisture, frost, wind, or environmental conditions.
Natural ageing, weathering, fading, oxidation, rust patina, timber movement, and seasonal changes are not considered faults and do not qualify for refunds or replacements.
We encourage customers to follow all care and maintenance guidance provided with their products.
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4. Planters, Pots & Garden Accessories:
Minor imperfections that do not affect functionality may occur as part of the manufacturing process and are often characteristic of artisan and garden products.
The following are generally not considered defects:
- Small glaze variations
- Minor surface irregularities
- Natural colour differences
- Hand-finishing marks
- Small dimensional tolerances
Products damaged through frost, standing water, improper drainage, accidental impact, misuse, or neglect are not eligible for refund or replacement.
5. Plants, Seeds & Living Products:
Where applicable, living products are affected by environmental conditions beyond our control.
Due to the nature of living goods, we cannot guarantee:
- Growth rates
- Flowering performance
- Harvest yields
- Long-term survival
- Pest resistance
- Performance in specific climates or soil conditions
Plant-care information provided by The Fernery is intended as general guidance only.
Unless required by law, living products are generally non-returnable once delivered.
Any issues with living products must be reported within 24 hours of delivery with clear photographic evidence.
6. Non-Returnable Items:
The following products cannot be returned unless faulty:
- Gift cards
- Sale or clearance items marked as Final Sale
- Customised or personalised products
- Made-to-order products
- Perishable goods
- Living plants, bulbs, seeds, or cut flowers (where applicable)
- Products showing signs of use, installation, planting, or outdoor exposure
7. Return Process:
To begin a return, please contact us at:
help@thefernery.store
Please include:
- Full name
- Order number
- Reason for return
- Photographs where relevant
Do not return items without authorisation, as this may delay processing.
Once approved, we will provide return instructions.
Customers are responsible for ensuring returned items are packaged appropriately. Fernery cannot be responsible for items lost or damaged during return transit.
We recommend using a tracked delivery service for all returns.
8. Refund Processing:
Once your return is received and inspected, we will notify you of the outcome.
If approved, refunds will be issued to the original payment method used for the purchase.
Please allow:
- Up to 10 business days for inspection and processing
- Additional time for your bank or payment provider to complete the transaction
Original shipping charges are non-refundable unless the return is due to our error or a confirmed fault.
9. Exchanges:
Where stock is available, we may offer exchanges for eligible products.
If an exchange cannot be fulfilled due to stock availability, a refund or store credit may be offered instead.
10. Refused Deliveries and Incorrect Addresses:
Customers are responsible for providing accurate delivery information.
If an order is returned to us because:
- An incorrect address was supplied
- Delivery was refused
- Delivery attempts were unsuccessful
we may deduct any shipping, return, storage, or handling costs from the refund amount.
11. Promotional Items and Gifts:
Where an order includes a free gift, promotional item, or bundle discount, all qualifying items may need to be returned before a full refund can be issued.
If promotional items are not returned, their retail value may be deducted from the refund.
12. Your Consumer Rights:
Nothing in this policy limits or excludes any rights available to you under applicable consumer protection laws.
Customers located in the United Kingdom retain all rights provided under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and any other applicable legislation.