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Guarantees and Refunds

Guarantees & Refunds

Changing or Cancelling Orders

We request that you contact us by emailing support@sagagardencentre.co.uk. This is the only way we can guarantee an order will be cancelled before it is shipped. If your order has not yet been dispatched then this will be possible free of charge, however if your order has been despatched or you have received the order you will be liable to pay a charge based upon the direct cost to recover and/or redeliver goods. We request that changed / cancelled items are returned in their original packaging.

Returns Policy

Delivery discrepancies: Any discrepancies must be reported as soon as is reasonable after delivery, preferably within 24hrs. On arrival, if packaging appears damaged it is advisable that this is marked on the delivery note before you sign. Not to include live plants.

Cancelling an Order / Returns Procedure

If you haven't submitted an order, you may clear the items in your shopping basket at any time by clicking the 'Remove' button next to the product you do not wish to purchase in your shopping basket.

If you have placed an order but then wish to change or cancel it, please contact us as soon as you can. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. We operate a 30 day Replacement or Refunds policy.

Once we've heard from you that you wish to cancel an order, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account within 30 days of your order.

The Saga Garden Centre will be happy to exchange products that are damaged or incorrectly shipped through any circumstance that is in our error within 30 days from the date of despatch. For more information, please refer Contact Customer Services.

How Do I Return An Item I Have Received But No Longer Require?

If you have ordered and received an item that you no longer require, you can send it back to us.

To do so please contact our Customer Service team by email: support@sagagardencentre.co.uk. We must be informed within 14 days of your receipt of the order. We will then email you with a returns form to be printed, completed and attached to the item to be returned. You then have 14 Calendar days to ensure that the item is received by our warehouse, after this time period we will not be able to issue you with a refund.

Once we have received the item back within the timescale advised, we will inspect it to ensure that the item is not damaged and when we are happy that the product is re-sellable we will issue a full refund to the value of the product.

Please note that all products returned must be returned in their original packaging. We do not arrange collections for unwanted items; however we do issue full product refunds for items returned to us by customers based upon the guidelines listed above.

Can I Return Goods That Have Been Assembled?

Regrettably, if goods have been assembled then the item cannot be returned to us as it will not be classed as in a resalable condition. All items should be checked for faults before the goods are assembled, if the fault is only noticeable during or after assembly then under these circumstances the item would be classed as returnable.

If I Require A Replacement Of My Damaged Or Faulty Product, What Should I Do?

Damaged Goods

Upon delivery of your goods, you must inspect them for damage. If you believe these goods are damaged in any way then you should refuse the delivery.

If you chose to accept delivery and the product is damaged then based on our terms and conditions you will not be able to return the product and we will not be able to refund against your order.

If the goods are returned to us following refused delivery and upon inspection they are not deemed to be damaged then the product cost will be refunded minus the return delivery charge.

Faulty Goods

If you take delivery of a product that comes to you complete but due to manufacturing is deemed faulty then you should advise us within 24 hours of receipt of the goods via email to support@sagagardencentre.co.uk with photographs of any fault (unless this is an electrical appliance which will be PAT tested upon return). When the goods are received back and inspected we will liaise with the manufacturer to arrange a refund or replacement.

Who Pays For The Return Costs?

This depends on the reason for the return. If a product is faulty or damaged we will cover the costs of the return and the cost of delivering a replacement. If the product is unwanted or exchanged, then we will not cover the cost of the return and it is up to you to return the product to us in re-saleable condition. Once we have received the unwanted item back, we will inspect the product to ensure it is not damaged and then issue a refund for the value of the product.

Which Address Should I Use When Returning An Item?

The address for returns is shown on the Returns Form and can also be found in the Contact Us page of the website.
In each parcel, a returns form has been inserted which you may also wish to use.

Please read the instructions carefully and always contact us first on support@sagagardencentre.co.uk before returning goods.

How Long Does The Refund Take To Go Back Into My Account?

Credit/Debit Card via Sage Pay

A refund to your Credit/Debit card can take between 3/5 working days after the refund has been approved. All refunds will be passed to management for authorisation.

Credit/Debit Card via PayPal

A refund to your Credit/Debit card can take between 3/5 working days after the refund has been approved. All refunds will be passed to management for authorisation.

What Happens If I Refuse Delivery?

If you refuse delivery of an order you will be subject to a return admin fee deemed reasonable in accordance with the order. You will also lose the initial postage paid to cover administration costs of dispatching the goods. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse .

Missing Items

On delivery: Should an item be missing please notify us as soon as possible, and within 24hrs of delivery - we will not be held responsible for missing items if you have agreed for a delivery to be left somewhere without a signature.

On assembly: Should a part appear missing from an item please report the item that is missing the part along with a description of part you believe to be missing. On both the above instances replacement goods will be despatched as soon as possible.

Faulty Goods

Damaged goods must be reported to us as soon as is deemed reasonable, within 24 hours of delivery. It is the responsibility of the recipient to check for any damage sustained to the goods during transit. You must take all reasonable steps to ensure that there is no transit damage, and if there is you must indicate this on the courier form/delivery note and inform The Saga Garden Centre immediately.

You must report the fault to us with a full description of the alleged damage. If the fault is deemed a manufacturers fault or to have occurred during the manufacturing process, then we will replace the faulty item or part free of charge.

If the damage has occurred during the transit we will replace the item or part free of charge. If items are lost in transit we will replace this free of charge. In all instances we will request photographic evidence to be supplied of the damaged or faulty goods.

When acceptance of an order takes place, the consumer loses the right to reject the goods, within 14 days, unless the item has been altered or use of the item continues after a complaint is registered with us.

All our stock is of a high quality and with correct use you should not experience any problems other than general wear and tear. A consumer has no rights in respect of defects that are bought to his/her attention before the sale. A consumer cannot claim for damage he/she causes either by neglect or misuse.

Unwanted Goods / Wrongly Ordered

Please contact our offices within 14 days of your receipt of the goods, should you wish to return the item(s). If you wish to cancel the contract you must indicate this in writing or another durable medium such as letter or email within the cancellation period. See our contact details below:

Where an item(s) is/are not wanted or has been incorrectly ordered the customer is responsible for any costs incurred to return the item(s). The item must be returned to us together with a completed returns form. All goods must be returned with their original packaging in the same condition they were delivered and in a re-saleable condition.

If unwanted Items are not returned, a fee will be charged to cover the direct cost of the recovery. In this occurrence, you have statutory duty to take care of the goods while in your possession and to ensure that The Saga Garden Centre receives the goods undamaged.

Refusal of Delivery

If you refuse delivery of an order you will be subject to a return admin fee deemed reasonable in accordance with the order. You will also lose the initial postage paid to cover administration costs of despatching the goods. These fees will be deducted from the refund amount which shall be issued once the goods are received back in our warehouse.