‌Effective Date: 25 July 2026‌

Welcome to the official Refund and Returns Policy of Gardener’s Dream Ltd., the operator of our gardening e-commerce platform www.gardenersdreams.com. Rooted in our brand mission to select practical, weather-suited tools to support every local UK gardener’s joyful growing journey all year round, this policy outlines clear, fair rules for all product return processes, with a non-negotiable core rule that ‌we do not process any pure, no-item-return-only refund requests‌ under standard circumstances. This policy applies to every product listed on our store, including our 320+ total gardening essentials that have earned 98.5% satisfaction from our 120k+ satisfied customers across the United Kingdom. If you have any enquiries about this policy, you can contact our support team via email at wavely@gardenersdreams.com, call us on +(44) 1236 467050, or send post to our registered address: Craigmarloch Nurseries Ltd, Glasgow Road, Kilsyth, Glasgow, Scotland, G65 9BX, United Kingdom.

1. Core Rule: No Standalone Refunds Without Product Return

To protect the fair interests of all our gardening community members, we strictly do not approve any requests for full or partial refunds that do not include the physical return of the purchased item to our designated warehouse. We designed this rule to eliminate improper claims that disrupt our ability to keep our premium UK gardening tools at affordable prices for all 120k+ of our customers. Even if you encounter issues with your product, our standard process requires you to send the relevant item back to us for inspection before any compensation or follow-up arrangement can be confirmed. We will never issue any payment back to you before we receive and verify the returned product.

2. Eligibility for Return

You are qualified to initiate a return request within 30 calendar days from the date you receive your gardening tool order, under the following conditions:

• The product you purchased, such as our robust British-garden-ready horticultural hand shovel, lightweight hand fork or anti-slip secateurs, is in unused, original resellable condition, with all original packaging, labels, accessories and manuals intact.
• You can provide the valid order number associated with your purchase for our team to verify the order details quickly.
• The product is not marked as a final clearance, personalized custom-made item, or perishable gardening supply (like special plant seeds) on its product page.

Please note that we do not accept return requests submitted after the 30-day window, except for cases where the product has confirmed manufacturing defects that affect normal use, which are covered by our 12-month standard product warranty.

3. Step-by-Step Return Process

To make your return experience smooth and efficient, please follow the full process below, which strictly adheres to our no-only-refund rule:

1. Submit your return request via our website contact form or send an email to our support team with your order number, a clear description of the reason for return, and 2-3 photos showing the current condition of the product. Our team will reply with a confirmed return authorization and a designated return warehouse address within 24 working hours. Unauthorized returns sent without prior approval will not be processed.
2. Pack the product securely with all original contents to avoid damage during transit. For eligible return cases that qualify for free return shipping, we will send you a pre-paid UK courier label that you can print and attach to your parcel. For returns due to changes of personal preference, you will be responsible for covering the return shipping fee.
3. Send the parcel out, and keep the tracking number provided by the courier. You can input this tracking number on our website order page to monitor the delivery status of your returned item in real time.
4. Once our warehouse team receives and inspects your returned product to confirm it meets all return eligibility rules, we will immediately process your requested solution. Instead of issuing a standalone refund to your original payment account, you can choose to get a 100% equivalent store credit that you can use to shop for any of our top-rated best-selling gardening tools, select a direct replacement unit of the same product, or swap for a different gardening gear of equal value from our new arrivals range.

4. Special Circumstance Arrangements

In very rare verified scenarios where the product you receive is confirmed to have severe manufacturing defects that pose safety risks, and returning the item would cause unreasonable personal safety hazards, our dedicated support team will evaluate your case individually. Even in these extreme cases, we will first arrange for our local UK courier to collect the faulty product from your address completely free of charge, before processing any follow-up compensation arrangements. We still will not issue any pure standalone refunds before we have successfully retrieved the problematic item.

5. Contact for Return Enquiries

If you have any questions about our return process, eligibility checks, or need help initiating a return request, our customer support team is here for you 7 days a week during our working hours. You can reach us via email at wavely@gardenersdreams.com, call us on +(44) 1236 467050, or send post to our registered address. As a UK local gardening retailer with 7+ years of product experience, we are committed to making every one of your joyful UK gardening adventures smooth, transparent and worry-free, with fair rules that respect the interests of every gardener in our community.