At Greentide Garden Store, we want you to be completely satisfied with your gardening supplies and aquarium products. If for any reason you’re not happy with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.
Our Returns Promise
Just as we carefully package our delicate bulbs and aquarium equipment for safe delivery, we handle your returns with the same attention to detail. Whether you’ve received the wrong item, changed your mind, or found the product unsuitable, we’re here to help.
Non-Returnable Items
To protect all our customers, we cannot accept returns or exchanges for:
- Aquarium fish treatments and medications (due to safety regulations)
- Opened aquarium maintenance products (water conditioners, filter media, etc.)
- Personalized or custom-made items
- Perishable goods (such as bird peanuts and seed mixes that have been opened)
All returned items must be in their original condition with packaging, tags, and documentation intact.
How to Return an Item
Step 1: Initiate Your Return
Within 15 days of receiving your order, please email our customer service team at [email protected] with the following information:
Subject: Return Request – Order #[Your Order Number]
Dear Greentide Garden Store Team,
I would like to return/exchange the following item(s) from my order #[Your Order Number]:
Product Name: [Product Name]
Quantity: [Quantity]
Reason for Return: [Reason]
Preferred Resolution: [Refund/Exchange for (specify product if exchanging)]
I confirm the item(s) is/are in original condition with all packaging intact.
My contact number is: [Your Phone Number]
Thank you,
[Your Full Name]Step 2: Receive Return Instructions
Within 2 business days, we’ll email you with:
- Return authorization number
- Shipping instructions
- Return address (based on your location)
Step 3: Package and Ship Your Return
Please repackage the item(s) securely in the original packaging. Include all accessories, manuals, and free gifts that came with the product. Affix the return label we provide (for UK returns) or clearly write the return authorization number on the package.
Important: For international returns outside the UK, you may need to cover return shipping costs. We recommend using a tracked shipping service as we cannot be responsible for items lost in transit.
Step 4: Receive Your Refund or Exchange
Once we receive and inspect your return:
- Refunds: Will be processed within 5 business days to your original payment method (Visa, MasterCard, JCB, or PayPal). Allow 3-10 business days for the refund to appear in your account, depending on your financial institution.
- Exchanges: We’ll ship your replacement item within 2 business days of receiving your return, using the same shipping method as your original order unless otherwise requested.
Return Shipping Costs
Our return shipping policy is as follows:
- UK customers: Free returns via Royal Mail for faulty or incorrect items
- International customers: Customer pays return shipping unless the return is due to our error
- Original shipping costs: Non-refundable unless the return is due to our mistake
Damaged or Faulty Items
If your gardening tools, bulbs, or aquarium equipment arrive damaged or faulty:
- Contact us within 48 hours of delivery at [email protected]
- Include photos of the damaged item and packaging
- We’ll arrange a free replacement or refund immediately
Gardening Tip: When returning live plants or bulbs, please ensure they’re packed with adequate moisture protection to prevent drying out during transit. We recommend wrapping roots in damp paper towels and sealing in a plastic bag.
Need Help?
Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at:
Email: [email protected]
Phone: [Insert Customer Service Number]
Hours: Monday-Friday 9:00-17:00 GMT
Thank you for choosing Greentide Garden Store for your gardening and aquarium needs. We appreciate your trust in us and are committed to making your shopping experience as pleasant as tending to your own garden or aquarium.