Our Commitment to Your Gardening Success

At Hozelock Shop, we understand that creating your perfect outdoor space requires the right tools and equipment. Just as you carefully tend to your garden, we’re committed to nurturing your satisfaction with every purchase. Our policies are designed to be as straightforward and reliable as the garden tools we offer.

Shipping Information

Order Processing

We begin preparing your garden essentials immediately after your order is confirmed. Please allow:

  • 1-2 business days for order processing and verification
  • Orders placed after 2 PM GMT will be processed the next business day
  • Weekend orders will be processed on the following Monday

Shipping Methods & Delivery Times

Shipping Method Cost Delivery Time Carrier Best For
Standard Shipping £12.95 10-15 business days after dispatch DHL or FedEx Faster delivery with tracking
Free Shipping FREE (orders over £50) 15-25 business days after dispatch EMS Budget-friendly option for larger orders

Shipping Areas

We deliver gardening solutions worldwide, excluding some remote areas and parts of Asia. During checkout, our system will automatically confirm if we can deliver to your location.

Returns & Exchanges Policy

We want you to be completely satisfied with your gardening purchases. If any product doesn’t meet your expectations, our straightforward 15-day returns policy ensures a smooth resolution.

Key Return Details

  • Return Period: 15 days from delivery date
  • Condition: Unused, in original packaging with tags attached
  • Documentation: Original receipt or order confirmation required

Step-by-Step Return Process

1 Check Eligibility

Before initiating a return, ensure your items meet these criteria:

  • 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

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

3 Package Your Items

Prepare your items for return with care:

  • Securely package items in original boxes
  • Include all original documentation and accessories
  • Use adequate padding for fragile items
  • Do not write directly on original packaging

4 Shipping Your Return

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

Non-Returnable Items

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

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

Refund Information

Refund Processing

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

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

Return Request Template

To streamline your return process, use this template when contacting us:

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]

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