At Grow & Stow, we want you to be happy with your purchase. If you change your mind about your order, receive an item that is damaged or faulty, or receive an incorrect product, we will work with you to resolve the issue fairly and in accordance with applicable UK consumer law.
This Returns & Refunds Policy applies to purchases made through the Grow & Stow website.
1. Your Right to Cancel
If you are a consumer in the United Kingdom, you generally have the right to cancel your online purchase within 14 days of receiving your goods, without having to give a reason.
The 14-day cancellation period begins on the day after you, or a person you have nominated, receives the goods.
If your order contains multiple items delivered separately, the cancellation period normally begins when you receive the final item.
To exercise your right to cancel, please contact us using the details below before the cancellation period expires.
Email: growstowuk@gmail.com
Please include your order number and confirm that you wish to cancel your order.
2. Returning an Item
After notifying us that you wish to cancel your order, you must return the goods to us without undue delay and normally no later than 14 days after informing us of your cancellation.
Items should be returned in a suitable condition and, where reasonably possible, with their original packaging, accessories, instructions and other components.
You may handle the goods only as much as necessary to establish their nature, characteristics and functionality, in the same way you would reasonably be able to inspect them in a shop.
You may be responsible for any diminished value resulting from handling the goods beyond what is necessary to inspect them.
3. Return Address
Returns must be sent to:
Grow & Stow
Unit 4, 25 Western Road
Oxford
Oxfordshire
OX4 5ZZ
United Kingdom
Please contact us at growstowuk@gmail.com before sending a return so that we can provide any instructions required for your order.
Do not send a return without contacting us first.
4. Return Shipping Costs
If you are returning an item because you have changed your mind or simply no longer want the product, you are responsible for the direct cost of returning the goods unless we have specifically stated otherwise.
If the product is faulty, damaged, incorrect, or does not conform to the contract, Grow & Stow will cover the reasonable cost of returning the item.
We recommend using a tracked delivery service when returning an item, as we cannot be responsible for goods that are lost or damaged while being returned to us.
5. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, defective, or you receive an incorrect item, please contact us as soon as possible at:
Please provide:
- Your order number
- A description of the problem
- Photographs or video showing the damage or fault, where applicable
- Photographs of the packaging, where applicable
We will assess the issue and provide appropriate instructions.
Depending on the circumstances and your statutory rights, we may offer a repair, replacement, refund or another appropriate remedy.
You will not be required to pay the reasonable return costs for goods that are faulty, damaged or incorrectly supplied.
6. Damaged Deliveries
If your parcel arrives visibly damaged, please photograph the packaging and the product before disposing of any packaging materials.
Contact us at growstowuk@gmail.com as soon as reasonably possible.
Damage caused during delivery will be assessed on a case-by-case basis, and we will provide an appropriate resolution in accordance with your statutory consumer rights.
7. Refunds
Once your cancellation has been accepted and the returned goods have been received, or you have provided suitable evidence that the goods have been returned, we will process your refund in accordance with applicable UK consumer law.
Where required by law, refunds will normally be made without undue delay and no later than 14 days from the relevant point in the cancellation process.
Refunds will normally be issued using the same payment method used for the original transaction.
We will not normally charge a fee for processing a refund.
8. Original Delivery Costs
If you cancel an order under your statutory 14-day cancellation right, we will refund the standard delivery charge paid for the original order where required by applicable law.
If you selected a more expensive delivery service than the least expensive standard delivery option we offered, we are not required to refund the additional cost.
Where an item is returned because it is faulty, damaged, incorrect, or does not conform to the contract, we will provide the appropriate refund or remedy in accordance with your statutory rights.
9. Exchanges
We do not guarantee direct exchanges for unwanted items.
If you would like a different size, variation or product, you may return the original item in accordance with this policy and place a new order.
Where an item is faulty, damaged or incorrectly supplied, please contact us before placing a replacement order so that we can determine the most appropriate solution.
10. Christmas Trees and Large Items
Christmas trees and other large products should be carefully packaged when being returned.
Where possible, please retain the original packaging until you are satisfied with your purchase.
If you are returning an unwanted product under your statutory cancellation right, you may be responsible for the direct cost of returning the product unless Grow & Stow has agreed otherwise.
If a product is faulty, damaged or incorrectly supplied, please contact us before arranging a return so that we can provide the appropriate return instructions.
11. Products That Have Been Used
You may inspect a product to determine its nature, characteristics and functionality.
However, if a product has been used or handled beyond what is reasonably necessary for inspection and this results in a reduction in its value, we may be entitled to make a deduction from the refund where permitted by law.
This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
12. Promotional Items and Discounts
If you return an item purchased using a promotional discount, the refund will be calculated based on the amount actually paid for the returned item, subject to your statutory rights.
If a promotion required the purchase of multiple products to qualify for a discount or free item, the return may affect the promotional discount applied to the order.
13. Non-Returnable Items
We do not normally exclude standard Christmas trees or other standard products from statutory cancellation rights.
Certain products may only be excluded from cancellation where an applicable legal exception applies, such as goods that are made to the customer's specifications or clearly personalised.
If an exception applies to a particular product, this will be clearly stated before purchase.
Nothing in this policy affects your statutory rights.
14. Your Statutory Rights
Nothing in this Returns & Refunds Policy limits or excludes any rights you have under applicable UK consumer protection law.
In particular, goods supplied by Grow & Stow must meet the standards required by applicable law, including being of satisfactory quality, fit for purpose and as described, where those requirements apply.
If a product is faulty or does not conform to the contract, you may have additional statutory rights beyond the 14-day cancellation period described above.
15. How to Request a Return or Refund
To request a return, cancellation, replacement or refund, please contact:
Grow & Stow
Email: growstowuk@gmail.com
Return Address:
Unit 4, 25 Western Road
Oxford
Oxfordshire
OX4 5ZZ
United Kingdom
Please include your order number and a clear description of your request.
For damaged, faulty or incorrect products, please also provide photographs or video where possible.
We will respond as soon as reasonably possible with the next steps.
16. Contact Information
Grow & Stow
Unit 4, 25 Western Road
Oxford
Oxfordshire
OX4 5ZZ
United Kingdom
Email: growstowuk@gmail.com
Website: growstow.shop