At Triffid Nurseries we do our utmost to package and protect everything so that it doesn't get damaged on its way. However, if you do have a problem, here is what to do:

Contact Customer Services

Please email customerservices@triffidnurseries.co.uk

 

Incorrect Goods

If we sent you something you hadn't ordered and which was not a substitute item (see below), please contact us within 14 days informing us of the problem. You can return it within 28 working days unused in its original packaging and you will not be charged.

Damaged In Transit

If your purchase is damaged in transit, please contact us within 14 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.

Damaged or Defective Goods

Products

If you receive a product that is defective, please contact us within 14 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.

Plants

If you receive a plant that is in bad condition when you take it out of the box, contact us immediately. We will then ask you to send us a photograph so that there is no doubt as to it's condition on arrival with you, as opposed to what it looks like by the time you return it to us. Bear in mind that plants look different depending on what time of year it is. If you choose a nice leafy-looking Pitcher plant or Venus Fly Trap in the winter, remember it's going to turn up looking pretty bare with only its winter leaves and dormant rhizome. 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. However, provided that you have contacted us within 14 days of receiving the defective plant we will be happy to arrange for a refund or replacement once we have received the pictures and determined the cause of the problem.

Once we have determined the cause of the problem we will endeavour to replace it or refund you. Triffid Nurseries is not responsible for any plants damaged due to lack of watering or lack of proper horticultural care. In particular, plants will not be replaced if the plant care guidelines, detailed on the web site have not been followed. You will be charged for delivery on replacement items.

Cancellation

To cancel an order, please drop us an e-mail at customerservices@triffidnurseries.co.uk with details of the order you are cancelling. A charge may be made if the cancellation is done after the order or a part of the order has been dispatched.

Returns

You can return anything you're not happy with within 28 days of receiving it provided you have contacted us within 14 days of receipt to advise of its return.

We will not pay the costs of returning an item to us.

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 to return things.

To get a full refund, simply return the item to us in its original condition, in its original packaging within 28 days of cancellation. Any seeds to be returned must be un-opened and in their original glassine envelope.

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 or re-packaged for resale.