Returns, Refunds & Cancellations Policy

Last updated: September 2026

This policy explains what to do if you wish to cancel an order, return goods, or report a problem with something supplied by Quality Garden Supplies Limited.

It should be read together with our Terms and Conditions of Sale and Delivery Terms.

Nothing in this policy affects your statutory rights.

1. Change-of-Mind Cancellations

If you are a consumer and you purchase eligible goods from us online, by telephone or through another distance-selling method, you will normally have the right to change your mind and cancel your purchase.

You must tell us that you wish to cancel within 14 days beginning the day after you receive the goods.

You do not need to give a reason.

Where an order contains several goods delivered separately, the cancellation period may run from receipt of the final item where applicable.

Certain products are excluded from the statutory change-of-mind cancellation right, including some perishable or rapidly deteriorating goods. Please see the section on turf and living products below.

2. How to Cancel

To cancel an eligible order, you must clearly tell us that you wish to cancel.

Please provide:

your name;
order number;
delivery address;
details of the goods you wish to cancel; and
suitable contact details.

You may contact us using the contact details shown on our website.

You do not need to use any particular wording, provided it is clear that you wish to cancel.

3. Cancelling Before Dispatch

If you wish to cancel or amend an order before dispatch, please contact us as soon as possible.

We will try to stop the order where reasonably possible.

However, many of our orders enter supplier, courier or pallet-network systems before the requested delivery date.

Once goods have been dispatched, we may no longer be able to stop the delivery.

If an order has already been dispatched and the goods are eligible for cancellation, the order may need to be delivered and subsequently returned, or intercepted and returned through the carrier network.

Where the cancellation is simply because you have changed your mind, you may be responsible for the reasonable return or carrier costs incurred, where permitted by law.

4. Returning Goods After a Change of Mind

If you validly exercise your right to cancel, you must normally return the goods to us within 14 days after telling us that you wish to cancel.

Unless we have agreed to collect them, it is your responsibility to arrange their return.

Goods should be returned to the location we specify, as some products are supplied directly from different warehouses or suppliers.

Please do not return goods to our registered office unless we have specifically instructed you to do so.

For bulky or palletised products, please contact us before arranging a return.

If your order was delivered on a pallet, please retain the pallet until you are satisfied that the goods will not need to be returned.

5. Return Costs for Change-of-Mind Returns

Where goods are being returned simply because you have changed your mind, you are normally responsible for the direct cost of returning them, where permitted by law.

This is particularly important for QGS products because many of our goods are:

heavy;
bulky;
palletised; or
delivered through specialist pallet networks.

Returning a pallet can therefore cost substantially more than returning a normal parcel.

If you ask us to arrange collection or return transport, we will tell you the applicable cost wherever reasonably practicable before arranging the collection.

Where permitted by law, this reasonable direct cost may be deducted from your refund.

6. Refusing a Delivery Because You Have Changed Your Mind

Please contact us before refusing a delivery.

Refusing a delivery does not necessarily avoid return transport charges.

Once an order has entered the carrier network, refusing the goods may cause the carrier to charge for:

the original attempted delivery;
return transport;
handling;
depot storage; or
other additional services.

Where the goods are otherwise correct and conform to your order, and the refusal is solely because you have changed your mind, you may be responsible for the reasonable return costs incurred where permitted by law.

This is separate from our rules concerning a failed delivery caused by access or other customer-controlled circumstances, which are explained in our Delivery Terms.

7. Condition of Returned Goods

While goods are in your possession, you must take reasonable care of them.

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and suitability, in broadly the same way you would be able to inspect them in a shop.

Where goods have been handled beyond what is reasonably necessary and their value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.

Returned products should, where reasonably possible, be:

complete;
appropriately packaged;
protected from damage during return transport; and
accompanied by any relevant identifying information.

8. No Partial Returns of Product Units

For change-of-mind returns, we do not accept partial returns of a product, pack size, bundle or pallet which was sold as a single unit.

Examples include:

if you purchase one bulk bag of topsoil, you cannot use part of the contents and return the remainder;
if you purchase one pallet containing 50 bags, you cannot return only 5, 10 or another proportion of those bags;
if a product is sold as a multi-bag pack, bundle, pallet or other complete unit, the complete unit supplied must be returned.

A return must therefore relate to a complete product unit as purchased and supplied.

For change-of-mind returns, the complete unit must also be returned in substantially the condition in which it was received, subject only to reasonable handling necessary to inspect the goods.

Where a complete pallet or pack is being returned, all components of that pallet, pack or bundle must be present and prepared for collection in accordance with our palletised collection requirements.

This restriction on partial returns applies to change-of-mind returns of correctly supplied goods.

It does not limit any statutory rights a consumer may have where some or all of the goods are faulty, damaged, incorrect, not as described or otherwise do not comply with the contract.

9. Refunds for Change-of-Mind Cancellations

Where you validly cancel an eligible consumer purchase, we will provide any refund due in accordance with applicable consumer law.

This will normally include:

the price paid for the returned goods; and
the cost of our standard outbound delivery service where the law requires this.

If you chose a more expensive delivery service, such as Express, AM, PM or another premium service, we are not normally required to refund the additional amount above the cost of our least expensive standard delivery option.

We may withhold the refund until:

we have received the goods back; or
you provide satisfactory evidence that the goods have been sent back,

where permitted by law.

Refunds will be processed without undue delay and within the applicable statutory period.

10. Faulty, Damaged, Incorrect or Misdescribed Goods

Change-of-mind rules are different from your rights where there is actually something wrong with the goods.

If goods are:

faulty;
damaged;
not as described;
incorrect;
missing;
significantly short in quantity; or
otherwise do not comply with the contract,

please contact us as soon as reasonably possible.

Consumers have statutory rights in relation to non-conforming goods and nothing in this policy limits those rights.

Depending on the circumstances, an appropriate remedy may include:

replacement;
repair where appropriate;
price reduction; or
refund.

We may ask for photographs or other reasonable evidence so that we can investigate the problem and determine the appropriate remedy.

11. Reporting Delivery Damage or Shortages

Please inspect your delivery as soon as reasonably possible.

Where practical, if damage, shortages or incorrect products are apparent while the driver is present, please:

tell the driver;
ask for the issue to be recorded on the delivery documentation; and
take photographs.

For ordinary non-perishable goods, we ask customers to report problems to us as soon as reasonably possible, preferably within 48 hours of delivery.

Reporting the problem promptly helps us investigate with the supplier or carrier.

The 48-hour request does not remove or reduce a consumer's statutory rights.

12. Turf

Turf is a living and rapidly deteriorating product.

The statutory change-of-mind cancellation right does not apply where turf falls within the legal exception for goods which are liable to deteriorate or expire rapidly.

You should therefore only order turf when you are ready to receive, handle and lay it.

Inspecting Turf

Turf must be inspected at the time of delivery.

Any problem which is reasonably apparent on delivery should be reported to us immediately and, wherever practicable, before the delivery vehicle leaves.

This includes:

obvious deterioration;
visible damage;
incorrect product;
incorrect quantity; or
any other obvious concern about its condition.

If there is a problem, please take clear photographs immediately.

Prompt reporting is particularly important with turf because its condition can change rapidly once it has been delivered.

Care After Delivery

From the point of delivery onwards, responsibility for the correct care, storage, handling, laying and watering of the turf rests with the customer.

You should ensure before delivery that:

the ground has been properly prepared;
adequate labour is available;
suitable equipment is available; and
there is sufficient water available.

Turf should be laid as soon as reasonably possible and, wherever practicable, on the day it is delivered.

It should not be left rolled or stacked for longer than necessary.

QGS cannot accept responsibility for deterioration occurring after delivery which has been caused by:

delayed laying;
incorrect storage;
inadequate watering;
unsuitable ground preparation;
excessive heat or unsuitable weather conditions following delivery;
improper handling; or
failure to follow turf-care instructions.

If an issue was not reasonably apparent at delivery, please contact us as soon as it becomes apparent.

Nothing in this section affects a consumer's statutory rights where the turf was faulty, damaged, not as described or otherwise failed to comply with the contract when supplied.

13. Other Perishable or Living Products

Certain living plants or other products may also be liable to deteriorate or expire rapidly.

Where the statutory exception applies, these products will not be eligible for cancellation simply because the customer has changed their mind.

This does not affect your rights where the goods were faulty or otherwise did not conform to the contract when supplied.

14. Natural Products

Many products sold by QGS are natural materials, including:

topsoil;
compost;
manure;
bark;
woodchip;
soil improvers; and
similar horticultural products.

Natural products can vary between batches in colour, texture, moisture content, particle size, density and appearance.

Reasonable natural variation does not automatically mean that a product is faulty or not as described.

If you believe a product is materially different from its description or otherwise defective, please contact us before using or spreading a substantial quantity of the product wherever reasonably possible.

Photographs and details of the concern will help us investigate.

15. Please Inspect Before Using Bulk Products

If you believe that topsoil, compost, bark, manure, aggregate or another bulk material may be incorrect or unsuitable, please contact us before spreading, mixing or using the product, wherever reasonably possible.

Using, spreading or incorporating a product can make it substantially more difficult to investigate its original condition.

This does not remove statutory consumer rights, but customers should take reasonable steps to minimise loss and allow us an opportunity to investigate the goods.

16. Collection of Returned Goods

Where we agree or are required to arrange collection of goods, the customer must make the goods reasonably available for collection.

If the goods were originally delivered on a pallet, they must normally be made available for collection:

on a suitable pallet;
securely and safely stacked;
in a condition suitable for transport;
with loose or unstable items appropriately secured;
at a location which can be accessed by the collection vehicle; and
on a firm, smooth and level surface suitable for use with a manual pallet trolley.

Where reasonably possible, palletised goods should be made available for collection at the same suitable location at which they were originally delivered.

Our standard pallet collection service uses the same type of equipment as a pallet delivery: typically a tail-lift vehicle and manual pallet trolley.

The driver is not required to:

manually carry individual bags or products;
rebuild or repalletise a load;
move loose goods onto a pallet;
collect from inside a house, garage, garden or other inaccessible location;
move a pallet across grass, gravel, soil, steps or unsuitable surfaces; or
undertake any collection which they consider unsafe.

If goods were delivered palletised, they must be palletised and ready for collection before the collection vehicle arrives.

Customers should retain the original pallet where there is a reasonable possibility that goods may need to be returned.

Where the original pallet is no longer available, the customer is responsible for providing another suitable pallet where this is reasonably required for collection.

For change-of-mind returns, goods should also be returned in substantially the condition in which they were received, subject to any handling reasonably necessary to inspect them.

Where goods are faulty, damaged or otherwise non-conforming, we will take the circumstances into account when agreeing the appropriate collection arrangements.

17. Failed Collections

Where we have arranged a collection and the carrier cannot collect the goods because they have not been made available in accordance with the agreed collection requirements, the collection may be treated as a failed collection.

Examples include:

palletised goods not being placed on a pallet;
goods being loose, unstable or unsafe to transport;
goods being located somewhere the collection vehicle or pallet trolley cannot access;
goods being behind locked gates or otherwise inaccessible;
unsuitable ground conditions;
nobody being available where attendance is required; or
the goods not being ready when the collection vehicle arrives.

Where a collection fails for a reason within the customer's reasonable control, the customer may be responsible for the reasonable additional carrier cost of arranging another collection, where permitted by law.

We may require any applicable failed-collection or recollection charge to be paid before another collection is arranged.

18. Collection of Faulty or Incorrect Goods

Where goods need to be returned because they are faulty, damaged, incorrect or otherwise non-conforming, we will make appropriate return arrangements where required.

Customers should not arrange expensive pallet transport themselves without first contacting us unless it is reasonable and necessary to do so.

Where we arrange collection, the goods must be reasonably accessible for collection using the agreed vehicle and equipment.

Where reasonably practicable, palletised goods should still be placed securely on a suitable pallet for safe collection.

However, where the nature of the fault or damage makes this impossible or unreasonable, please contact us so that appropriate arrangements can be agreed.

19. Business Customers

Statutory consumer change-of-mind cancellation rights do not apply to purchases made wholly or mainly for business purposes.

Returns by business customers of goods which are not faulty or otherwise non-conforming are therefore subject to prior agreement by QGS.

We are not obliged to accept the return of correctly supplied goods from a business customer simply because they are no longer required.

Where we agree to accept a business return, we may impose reasonable conditions, including:

goods being unused and suitable for resale;
the complete product, pack, bundle or pallet being returned;
return within an agreed period;
the customer paying collection or return transport costs; and
an agreed restocking or handling charge where appropriate.

Nothing in this section limits rights which a business customer may have where goods do not comply with the contract.

20. Refund Method

Refunds will normally be made using the same payment method used for the original transaction unless another method is agreed or reasonably necessary.

The time taken for a refund to appear in your account after we process it may depend upon your bank or payment provider.

21. Orders Paid on Business Credit Accounts

Where a business customer has purchased goods using an approved QGS credit account, any agreed refund or credit may be applied to the customer's account rather than being returned through a card or other payment method.

Credits do not remove the customer's obligation to pay other invoices which remain properly due.

22. Where to Send Returns

Do not send products back without contacting us first.

Because our products may be dispatched from different warehouses, suppliers or fulfilment locations, the correct return address can vary.

We will provide the appropriate return instructions after you contact us.

Goods sent to an incorrect location may incur additional transport costs or experience delays.

23. How to Contact Us

If you need to cancel an order, arrange a return or report a problem, please contact us using the contact information published on our website.

Please have your order number available.

Where you are reporting damaged, faulty or incorrect goods, please provide photographs where reasonably possible.

Quality Garden Supplies Limited
Unit 3, Micklow House Farm
Eccleshall Road
Stone
Staffordshire
ST15 0BY

Company number: 07055300

Please contact us before returning any goods. Heavy and palletised products require specialist transport, and the appropriate return location can vary depending on the product. If goods were delivered palletised, they must normally be securely palletised and accessible for palletised collection.