At Jacksons, we promise only to send you goods of the highest quality. We carefully inspect everything we dispatch before it leaves us to make sure it's fit for purpose. We have developed a clever packaging system which aims to protect your plant without depriving it of the air and water which it needs for the journey. However, as we deal with a large volume of orders on a daily basis the occasional hiccup may happen. If you wish to cancel your order for any reason or if you are not happy with the goods you receive from us, for whatever reason, please see below.
Please do not return goods to us before we have requested you do so. Our returns procedure is designed to give the best possible outcome for all parties involved. We will not accept liability for the cost of items returned by you to us that we have not requested to be returned. Where necessary we will make arrangement for the safe return of goods via our couriers, preferably return goods in their original packaging. Where we are meeting the cost of a return the return must be done via our appointed courier, we will make every effort to do this at a time that is convenient for you. If you are returning goods to us and you are liable for the return costs then you can choose your own courier at your own risk, we will not be liable for any damage or loss caused by your chosen courier. We can appoint our own courier to collect the goods on your behalf, this cost will be deducted from any refunds owed and can be confirmed before collection.
Christmas trees, wreaths, grave adornments, table decorations, holly & mistletoe are considered perishable goods and as such are exempt from return. This includes cut, rootballed or potted trees. This does not affect your statutory rights.
You may cancel your order at any time prior to dispatch. Once your order has been dispatched it may not be possible for us to stop it from being delivered. You have the right to cancel your order for 14 days following the receipt of your order and you will be entitled to a full refund including the original shipping cost however the cost of return shipping is at your expense. Goods should be returned to us within 14 days of us receiving your cancellation notice. Where possible please return the goods in the packaging it was sent in or ensure the item(s) are well packaged guarding against damage, we can arrange for our courier to collect the goods but the cost of this will be deducted from any refund, the cost of collecting any unwanted item(s) is £18.
You must take care of the goods whilst they are in your possession and, if you are returning them, you should take reasonable care to ensure that we receive them in a resaleable condition and that they are not damaged in transit. If the goods are not adequately packaged, are incorrectly addressed or do not carry the correct postage and become damaged as a result, we reserve to right to deduct any loss of value that may have occurred from any refund due.
Refunds will be processed within 14 days of us receiving the returned goods in a satisfactory condition or you providing us with sufficient evidence that you have dispatched the goods to us via a suitable method, for all plants we highly recommend you allow us to have our courier collect the goods as they are experienced in transporting live plants and many couriers do not guarantee live plants in transit. Where you opt to return the goods via your own courier we recommend using an 24 hour service. Please note it can take up to 21 days before a refund will appear on your statement once it has been processed by us.
If you believe any of the items you have received to be incorrect then please notify us with details of your concern immediately (no later than 7 days of receiving them). We will ask for photographic evidence to support your claim, photographs can be emailed to email@example.com. Where a genuine error has been made we will arrange for our courier to collect them from you (preferably in their original packaging) and we will issue a full refund for the goods, or offer a replacement by return.
If we receive goods back that were supplied correctly as per your order this will be treated as a return whereby you will be responsible for the return postage and packaging costs as well as a 10% (of the plants value) restocking fee. We will always do our utmost to resolve any issue so always contact our office who can offer help and assistance. We highly recommend sending us photographs prior to making any returns.
If there are items missing from your order this may be due to them being out of stock. We will have attempted to contact you to notify you of the situation and offer you a substitute item where possible. If we do not hear back from you within 21 days of your order date then where an order includes multiple items we will send out the stock we do have and issue a refund for any items not sent. We always recommend unpacking all items from the box before contacting us regarding missing items as smaller plants may be obscured by larger plants. We also send out a copy of your invoice, usually found in a document wallet on the top of the box, this may also contain details of items omitted due to stock, there is also important plant care details included with your invoice. Please contact us as soon as possible if you believe an item is genuinely missing from your order, where a mistake has been made we will offer to send out the missing item or refund it; where stock levels are insufficient or where the cost of sending out a single item is uneconomically disproportionate to the item cost we reserve the right to issue a refund.
With some plants it is very difficult to tell which variety they are without foliage or flowers, we supply all plant on good faith that they are labelled correctly. If you discover that a plant you have purchased from us has flowered and is not the plant you ordered then please contact us as soon as possible after making the discovery and where possible supply photographic evidence of the error. Where possible we will replace (subject to stock) or refund for the incorrectly supplied plant. where stock levels are insufficient or where the cost of sending out a single item is uneconomically disproportionate to the item cost we reserve the right to issue a refund rather than replacement. We understand that when this type of error occurs it can be disappointing however we will not be held liable for any loss caused whatsoever as a result.
Please let us know of any complaint or report any damaged items to us where possible within 24 hours of receipt of your goods, this can be via telephone or emailed to firstname.lastname@example.org. Where telephoning please also confirm your complaint in writing within 7 days; this can be via email to the previously given address or via mail to the address below. To help us settle any claims we always request that we receive photographic evidence to support any complaint; this may include photographs of the plants themselves and/or damage to any packaging. We also ask that if the packaging is damaged on arrival you retain the packaging and all goods for inspection/return by ourselves or our couriers; unfortunatly we will be unable make any settlement where damaged packaging or goods have been disposed of prior to seeing photographic evidence or inspection/return. We aim to acknowledge all complaints within 24 hours of receiving them (Monday to Friday, 8am to 5pm) and to provide you with a suitable resolution in a reasonable and timely manner.
Contacting Web Sales Customer Services
Our Web Sale department is open Monday to Friday from 8am to 5pm; unfortunately our Garden Centre will be unable to help you with any specific enquiries relating to an order placed online as they have no access to your order details.
Telephone: 01782 502741
If you would prefer to contact us in writing please send your letter to:
Web Sales Department
Thorney Edge Road
Please remember to quote your order number in any correspondence or have it to hand if you are telephoning (usually found on the top right of your invoice).
All orders placed online or over the telephone are bound by our full Terms and Conditions, please read and understand before ordering.