At Fresh Gardenly, we take pride in curating a collection of quality garden products for enthusiasts who value both function and aesthetics. We want you to be completely delighted with your purchase. If for any reason you are not satisfied, our straightforward returns and exchanges policy is here to help.

Our Policy

We offer a 15-day return or exchange policy from the date you receive your items. To be eligible for a return or exchange, your item must be unused, in its original packaging, and in the same condition that you received it. You will also need the original receipt or proof of purchase.

Please Note: Due to the nature of certain products, we cannot accept returns or exchanges on the following items for hygiene and safety reasons:
  • Cages & Netting: Once opened and cut to size, these cannot be resold.
  • Cold Frames & Garden Cloches: Assembled or used products cannot be returned.
All returned items will be inspected upon arrival. Returns that do not meet our policy will not be accepted and will be sent back to the customer.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Within 15 days of receiving your order, please email our customer care team at [email protected]. Use the template provided below to ensure we have all the necessary information to assist you quickly.
  2. Wait for Instructions: Our team will respond within 2 business days with a Returns Authorisation number and instructions on where to send your parcel. Please do not send anything back to us without this number.
  3. Pack and Ship: Securely pack the item(s) in their original packaging, include your Returns Authorisation number inside the package, and ship it to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item sent).
  4. Processing: Once we receive and inspect your returned item, we will process your refund or dispatch your exchange within 5 business days.

Return & Exchange Request Email Template

Please copy and paste the text below into an email and send it to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Fresh Gardenly Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Product Name(s): [Name of the product(s) you are returning] Reason for Return/Exchange: [Please provide a brief reason] I confirm that the item(s) are unused and in their original packaging. Please advise on the next steps. Thank you, [Your Full Name] [Your Phone Number (optional)]

Refunds

After we have received and approved your return:

  • Timing: Your refund will be processed within 5 business days. Please allow additional time for the refund to be reflected in your original payment method, depending on your bank or payment provider’s processing times (typically 5-10 business days).
  • Method: Refunds will be issued to the original payment method used for the purchase. Unfortunately, we cannot offer refunds to an alternative payment method or as store credit.
  • Shipping Costs: The cost of original shipping is non-refundable. Return shipping fees are deductible from the refund amount unless the return is a result of our error.

Exchanges

We are happy to exchange an item for a different size or colour, subject to availability. If you are exchanging an item for one of a higher value, you will be charged the difference. For items of lower value, we will refund the difference.

Questions?

We’re here to ensure your experience with Fresh Gardenly is as pleasant and rewarding as your gardening. If you have any questions about our returns process, please don’t hesitate to contact our friendly team at [email protected].

Happy Gardening!
The Fresh Gardenly Team