Last Updated: December 2023

At Hozelock Shop, we understand that sometimes a garden product might not be the perfect fit for your outdoor space. Just as we carefully select our range of garden tools and equipment, we want to ensure your complete satisfaction with every purchase.

Our Returns Promise

We offer a straightforward 15-day returns policy from the date you receive your items. Whether you need to exchange for a different size or style, or require a full refund, we’re here to help your gardening experience flourish.

Returns & Exchanges Process

Step 1: Check Eligibility

Items must be:

  • Returned within 15 days of delivery
  • In original packaging with all tags attached
  • Unused and in resalable condition
  • Accompanied by original receipt or order confirmation

Step 2: Initiate Your Return

Contact our customer service team within 15 days of receiving your order:

  • Email: [email protected]
  • Include your order number and reason for return
  • Specify whether you prefer exchange or refund

Step 3: Package Your Items

Please ensure:

  • All items are securely packaged in original boxes
  • Include all original documentation and accessories
  • Protect fragile items with adequate padding

Step 4: Shipping Your Return

Return shipping costs are the responsibility of the customer, unless the item arrived damaged or incorrect. We recommend using a tracked shipping service for your protection.

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

  • Fertilisers & plant food (opened or unopened)
  • Composters (due to hygiene reasons)
  • Used garden tools or power equipment
  • Personalised or custom-made items
  • Products without original packaging

Refund Information

Once we receive and inspect your returned items:

  • Processing Time: 3-5 business days after receipt
  • Refund Method: Original payment method
  • Credit Card/PayPal: 5-7 business days to appear on your statement
  • Shipping Costs: Original shipping fees are non-refundable

Exchange Requests

Prefer to exchange for a different item? We’re happy to help!

  • Exchanges are subject to product availability
  • Price differences will be refunded or charged accordingly
  • We’ll cover shipping for the replacement item

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email to: [email protected]


Dear Hozelock Shop Team,


I would like to request a return/exchange for my recent order:


Order Number: [Your Order Number]

Order Date: [Date of Order]

Items to Return: [List items with quantities]

Reason for Return: [Please specify reason]

Preferred Resolution: □ Refund □ Exchange for [Item Name]

I confirm that the items are in original condition with packaging intact.


Please advise on the next steps for returning these items.


Thank you,

[Your Full Name] [Your Contact Email] [Your Phone Number]

Damaged or Incorrect Items

If your items arrive damaged or incorrect, please contact us within 48 hours of delivery. We’ll arrange for a replacement or return at no cost to you, and cover all associated shipping fees.

Need Help With Your Return?

Our gardening enthusiasts are here to assist you:

📧 Email: [email protected]

📍 Address: 15 Paradise St, Liverpool, GB L5N 2SL

⏰ Response Time: Within 24 hours during business days

At Hozelock Shop, we’re committed to cultivating not just beautiful gardens, but also lasting relationships with our customers through fair and transparent policies.