Shipping & Returns

At Hozelock Store, we’re committed to providing gardening enthusiasts and pet lovers worldwide with premium quality plants and pet care products. Our comprehensive shipping and returns policy ensures a smooth experience from checkout to delivery and beyond.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods

We offer two convenient shipping options to suit your needs:

Please note: We currently cannot ship to some Asian countries and remote locations. Delivery times may vary during peak seasons or due to customs clearance.

Returns & Exchanges

We want you to be completely satisfied with your purchase of our premium plants or pet accessories. If you’re not happy with your order, our straightforward returns policy makes it easy.

Eligibility

To qualify for a return:

• Request must be made within 15 days of delivery
• Items must be unused, in original packaging, and in the same condition as received
• Plants must show no signs of wilting or post-delivery damage
• Pet products (Cat Beds, Dog Coats & Clothing) must be unwashed with tags attached

Non-Returnable Items

Due to their nature, we cannot accept returns on:

• All live plants (A-Z Houseplants, A-Z Perennials, A-Z Shrubs, Bamboos & Grasses, Bonsai, Climbers, Conifers)
• Opened Care Products or Cat Food
• Installed or used Bug Houses
• Used Cutting Tools or Digging Tools

How to Return an Item

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

Return Shipping Costs

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

Refund Process

After we receive and inspect your return (typically 3-5 business days):

• We’ll process refund to your original payment method
• Visa/MasterCard/JCB refunds appear in 5-10 business days
• PayPal refunds typically process within 24 hours
• You’ll receive email confirmation when processed

Note: Original shipping fees are non-refundable for changed mind returns.

Exchange Process

For exchanges (available on select products like Collars Leads & Harnesses or Children’s Tools):

1. Follow standard return process
2. Clearly state you want an exchange and specify replacement item
3. We’ll ship replacement once original is received

We cover shipping costs for replacement items.

Damaged or Incorrect Items

If you receive damaged/incorrect items (like wrong Automatic Watering parts or Connectors & Accessories):

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

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.