At Hozelock Store, we take pride in offering premium quality plants and pet care products to gardening enthusiasts and pet lovers worldwide. We want you to be completely satisfied with your purchases of our A-Z Houseplants, Perennials, or pet accessories. If for any reason you’re not happy with your order, our straightforward returns policy ensures a hassle-free experience.

Our Returns Policy

We accept returns of most items within 15 days of delivery. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Plants must show no signs of wilting or damage caused after delivery
  • Pet products like Cat Beds or Dog Coats & Clothing must be unwashed with tags attached

Important Note: Due to their perishable nature, we cannot accept returns on:

  • Live plants including A-Z Houseplants, Perennials, Shrubs, Bamboos & Grasses, Bonsai, Climbers, and Conifers
  • Opened Care Products or Cat Food
  • Bug Houses that have been installed or used
  • Cutting Tools or Digging Tools that show signs of use

How to Return an Item

Follow these simple steps to return your eligible items:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the subject line “Return Request” and include your order number.
  2. Provide Details: Include photos of the item(s) you wish to return and a brief explanation of the reason for return.
  3. Receive Instructions: We’ll email you within 2 business days with return authorization and shipping instructions.
  4. Package & Ship: Securely package your return using the original packaging if possible. Include a copy of your order confirmation.
  5. Send Back: Ship your return using a trackable method to our address at:
    Hozelock Store Returns
    27 Union St
    Aberdeen, GB AB4X 7LB

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once your return is received and inspected (typically within 3-5 business days of arrival):

  • We will process your refund to the original payment method
  • Refunds for Visa, MasterCard, JCB payments take 5-10 business days to appear on your statement
  • PayPal refunds are typically processed within 24 hours
  • You will receive an email confirmation when your refund has been processed

Note: Original shipping fees are non-refundable for changed mind returns. For exchanges, we’ll cover the shipping cost of the replacement item.

Exchange Process

To exchange an item for a different size or color (available for select products like Collars Leads & Harnesses or Children’s Tools):

  1. Follow the same return process above
  2. Clearly state in your email that you would like an exchange and specify the replacement item
  3. We’ll ship your replacement once the original item is received

Damaged or Incorrect Items

If you receive a damaged item or incorrect product (such as wrong Automatic Watering part or Connectors & Accessories):

  • Contact us immediately at [email protected]
  • Include photos of the damaged/incorrect item and packaging
  • We’ll arrange for a replacement or refund and provide a prepaid return label if needed

Return Request Email Template

Use this template when requesting a return:

Subject: Return Request – Order #[Your Order Number] Dear Hozelock Store Team, I would like to request a return for the following item(s) from my order #[Your Order Number]: – Product Name: [e.g., Dog Beds & Blankets – Medium] – Quantity: [Number] – Reason for Return: [Please specify] [For exchanges, add: I would like to exchange this for: [Product Name, Size/Color etc.]] I have attached photos of the item(s) as requested in your returns policy. Please advise on next steps. Best regards, [Your Full Name] [Your Contact Number] [Order Date: DD/MM/YYYY]

Need Help?

Our customer service team is happy to assist with any questions about returns for our premium gardening supplies or pet care products. Contact us at [email protected] and we’ll respond within 2 business days.

Thank you for choosing Hozelock Store for your gardening and pet care needs. We appreciate your trust in our A-Z plant collections and quality pet accessories.