Returns and Refunds

Straightforward Returns and Refunds

We've Got You Covered

At Simpson’s Nurseries, we take pride in the quality of our plants and products and want you to be completely satisfied with your purchase. We understand that sometimes things don’t go as planned, and we aim to make our returns and refunds process as clear and straightforward as possible. Please read the following information carefully to understand your rights and our policies regarding returns, refunds, and replacements.

Non-perishable items bought in the garden centre:

We will be happy to issue a full refund for any non-perishable item within 30 days of purchase, please return it to us with proof of purchase, providing it is in its original unopened, unused condition and packaging.

After we receive your item, we will inspect it and process your refund. The money will be refunded to the original payment method you used during the purchase.

If the product is damaged in any way or you have returned the item after 30 calendar days have passed, you will not be eligible for a refund.

Non-perishable items bought in the garden centre:

Our Commitment to Quality

We want your plants and trees to thrive long after they leave our care. That's why our garden centre team is always on hand with advice and guidance at the time of purchase. While we can’t guarantee long-term success once plants are out of our hands, we do our best to support you with clear policies that balance fairness with the realities of caring for living products.

A fault with a non-perishable product:

We will attempt to rectify any faults that occur within 12 months* from the date of purchase. We will usually offer you a replacement or repair.

Products must be accompanied by your proof of purchase. This does not affect your statutory rights.

*Subject to change due to manufacturer guarantee

Caring for Plants Beyond the Till

We want your plants and trees to thrive long after they leave our care. That's why our garden centre team is always on hand with advice and guidance at the time of purchase. While we can’t guarantee long-term success once plants are out of our hands, we do our best to support you with clear policies that balance fairness with the realities of caring for living products.

For plants and trees collected from the garden centre:

Please alert us no later than 7 working days following receipt if you no longer want it or find a problem with your plant. Outside of this timescale it will not be possible to offer a replacement, exchange or refund.

Once the plants/trees have left the nursery we are unable to keep a track of their care, hence the 7 day maximum.

Please note that unwanted or over-ordered turf and any bare rooted plants cannot be returned.

We are sorry but we are not able to replace items if you cannot produce the original proof of purchase.

For plants and trees collected from the garden centre:

Seasonal Planting, Seasonal Support

Many trees and shrubs take time to establish, especially when planted during the dormant autumn and winter months. Our policy takes this into account by offering a generous reporting window—because we understand that nature needs time. Please make sure to check your plants regularly and let us know if anything doesn’t seem right.

Bare-rooted and root-balled trees and shrubs

We must be informed of any issues or failures by 1st June following the Autumn/Winter of planting.

A Balanced Approach

We work hard to ensure every plant leaves our nursery in peak condition. However, once they leave our care, we can’t always guarantee the same standards. That’s why some items, especially those more vulnerable or on special offer, are excluded from our returns policy.

Plants and trees we are unable to refund or return:

Half-hardy plants, annual bedding plants, herbs, vegetables, turf, houseplants, bulbs, seeds, seed potatoes/onion sets and special offer or reduced plants and trees. Bare root hedging whips are non-refundable.

We will not accept any plants that have been planted or pruned.

Plants and trees we are unable to refund or return:

Hardy Plant Guarantee

We guarantee a free replacement or credit for any container-grown hardy plant or tree that fails, provided it has received reasonable care and is returned (or presented with clear photo evidence) within 6 months of purchase, along with proof of purchase.

For bare root trees, shrubs, or soft fruit purchased during the winter, we must be notified of any issues or failures by 15th June following the autumn/winter planting season. Trees that fail to come into leaf will be replaced on a like-for-like basis (e.g. bare root plants will be replaced during the next available season, between November and March).

To process any replacement, proof of purchase and supporting photographs must be submitted before the end of June.

Quality From Seed to Shelf:

Before any plant reaches our benches, it has already passed through careful propagation, climate-controlled growing, outdoor hardening-off, and a multi-point health inspection by our horticulture team.

This layered process means true-to-type plants that are ready to thrive in your garden.

Contact & Support Hours

Need a hand? Call 01638 720194, email office@simpsonsnurseries.com or drop into the nursery during opening hours and speak to one of friendly staff.

What Our Guarantee Does Not Cover

Please note that our guarantee does not cover plant losses or failures resulting from the following:

- Incorrect or insufficient watering
- Extreme or severe weather conditions
- Lack of frost protection
- Poor weed control
- Pests and diseases originating outside our nursery
- Incorrect pruning, unsuitable planting site, improper planting depth, unsuitable soil type, or poor drainage