Refunds & Returns Policy
Faulty Goods
We are confident in the quality of all our products at Hollybeck. In the unhappy event that your purchase is unwanted please return it with its original packaging to us, along with proof of purchase within 28 days and a full refund will be given or exchange made. After 28 days we can still provide a refund for faulty goods but only in the form of a store credit to a gift card or a replacement item. Refunds and exchanges for faulty goods will not be made without the original item or items being returned to us.
Unwanted items
All customers are eligible for a refund, credit to a gift card or exchange within 28 days for unwanted items provided they have the following;
1. Proof of purchase.
It is the responsibility of the customer to retain proof of purchase for refund eligibility. If there is no proof of purchase, at the discretion of a member of the management team a credit amount will be issued in a gift card format. This amount will be for the amount the item was purchased at or the amount it is currently on sale at if it has been reduced.
2. Returned item is in its original purchased condition.
All items returned must be in the original condition as at time of purchase. To be eligible for a full refund, the item/s must be returned in a re-saleable and un-used condition. It is at the discretion of management to refuse or allow any refund if an item is returned in any other condition other than perfect, this includes packaging.
3. Returned plant is in its original purchased condition.
All plant/s returned must be in the original re-saleable condition as was when purchased. It is at the discretion of management to refuse any refund if a plant is returned in any other condition as it was when purchased, this includes watering, labels and plant pots. To be eligible for a full refund, the plant must be returned in a re-saleable and healthy condition within a 28 day period.
4. Clearance Items
Please note clearance items are sold as seen and non refundable.
In the event of a plant purchased from us failing (after the correct and adequate care has been given and the absence of extreme weather conditions) and proof of purchase provided, a refund/exchange will be offered within a 28 day period after purchase. All failed plants must be returned to us. If you have simply changed your mind and want to return a plant/s for a refund/exchange providing goods are returned to us in good and healthy condition in their original pots with labels a refund/exchange or store credit will be offered.
We believe in the quality of our plants and have long standing relationships with our growers. If after 28 days you are not happy with the condition of the plant/s purchased from us (providing the correct and adequate care has been given) and proof or purchase provided, management can offer a credit to a gift card or exchange. This decision will be made at the managers discretion.
We are unable to offer any form of refund, refund to a gift card or exchange without a proof of purchase.
Plants must be cared for adequately whilst in your possession. Failure to look after the purchased plant/s will result in no refund/exchange being offered. We are unable to offer any plant refund/exchange or store credit when a plant has suffered due to extreme weather conditions (drought/flooding).
All of our plants are sold in grow pots and must be planted into their new position as soon as possible after purchase.
Credits to gift cards will be valid for 24 months from the date of issue.
Proof of purchase in all circumstances is a full itemised receipt.
Please note we may not be able to grant a refund/exchange immediately as further investigation/information may be required. In the case of a plant query, seasonality must also be taken into consideration.
All returns will be dealt with fairly; however, the decision of the management is final taking into consideration all the relevant circumstances. This does not affect your statutory rights.