Refund policy
Refunds & Returns Policy
We want you to be completely happy with every order from Bishy Barnabee's Cottage Garden Ltd. If something isn't right, please get in touch — we're a small, family-run business based in Norfolk and we'll always do our best to find a fair solution.
The Short Version
- Garden gifts and non-perishable items may be returned within 14 days of delivery
- Seeds cannot be returned once the packet has been opened
- Please contact us before sending anything back — unauthorised returns cannot be processed
- We offer a full refund, exchange or store credit depending on your preference
- Return postage is the customer's responsibility unless the item is faulty or we made an error
- Refunds are processed within 5–10 working days of us receiving the return
What Can Be Returned
Garden Gifts & Non-Perishable Items
Unopened, unused items in their original condition and packaging may be returned within 14 days of the delivery date. Items must be in a resaleable condition — we are unable to accept returns on items that show signs of use, are missing packaging, or have been damaged after delivery.
If you would like to return a gift item, please contact us within the 14-day window and we will provide you with our returns address and any further instructions.
Seeds
Due to the nature of seeds as a perishable, living product, we are unable to accept returns on any seed packets that have been opened. This policy exists to protect the viability and integrity of our seed stock and is in line with standard practice across the seed industry.
Unopened seed packets in their original sealed condition may be returned within 14 days of delivery, subject to our standard returns process below.
We are not able to offer refunds on seeds on the basis of germination results alone, as germination is dependent on many factors outside our control — including sowing conditions, soil type, timing, watering and weather. All of our seeds are tested for germination rates and we stand behind their quality. If you have concerns about a specific batch, please do get in touch and we will do our best to help.
Items That Cannot Be Returned
The following cannot be returned or refunded unless they are faulty or incorrectly sent:
- Opened seed packets
- Dried flowers or botanicals that have been handled or displayed
- Digital products or downloadable content
- Gift cards
- Items purchased through our Collective Partners (LV Bespoke, Dandy's, Ladybird Plant Care, Natural Grower and any future partners) — please refer to the individual partner's own returns policy for these purchases
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, we sincerely apologise and will put it right promptly. Please contact us within 48 hours of delivery with:
- Your order number
- A brief description of the issue
- A photograph clearly showing the damage, fault or incorrect item
We will arrange a replacement, exchange or full refund — including original postage costs — at no cost to you. You will not be asked to return damaged or faulty items in most cases.
How to Initiate a Return
Please contact us before sending anything back. We are unable to process returns that arrive without prior authorisation, and items sent back without contacting us first may be refused or returned to sender.
To start a return, please email us at:
info@bishybarnabeescottagegarden.com
Please include your order number, the item(s) you wish to return and your reason for returning. We will respond within 2 working days with confirmation and our returns address.
Return Postage
Return postage is the responsibility of the customer, except in cases where:
- The item received was faulty or damaged on arrival
- An incorrect item was sent due to our error
In these cases we will cover the cost of return postage or arrange collection, and we will also refund your original delivery charge in full.
For all other returns, we recommend using a tracked postal service, as we cannot accept responsibility for items lost or damaged in transit on their way back to us. We are unable to refund the cost of return postage.
Refunds
Once we receive and inspect your returned item, we will notify you by email. If the return is approved, your refund will be processed within 5–10 working days and credited to your original payment method.
Original postage charges will be refunded in full where the return is due to our error or a faulty item. For change-of-mind returns, the original postage charge is non-refundable.
Please note that depending on your bank or card provider, it may take a few additional days for the refund to appear in your account after we have processed it. If you have not received your refund within 10 working days of our confirmation email, please contact your bank before reaching out to us, as processing times vary.
Exchanges & Store Credit
If you would prefer an exchange or store credit rather than a refund, we are happy to arrange either — just let us know when you contact us to initiate your return. Store credit does not expire and can be used on any future order.
Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. You have the right to cancel most online orders within 14 days of receiving them without giving a reason (the "cooling off period"). Please note that this right does not apply to sealed goods that have been unsealed after delivery where the seal is necessary for hygiene or health protection reasons — which includes our seed packets once opened.
For more information about your consumer rights, visit citizensadvice.org.uk.
Contact Us
Email: info@bishybarnabeescottagegarden.com
We aim to respond to all enquiries within 2 working days. We're a small team and we genuinely care — if you're not happy, please tell us and we'll do everything we can to make it right.