Returns and Cancellations Policy

At Merebrook Water Plants we guarantee only to send you top quality plants and products and will inspect everything carefully before it leaves us to make sure it's in excellent condition. We also do our utmost to package and protect everything so that it doesn't get damaged on its way. However, if you do have a problem, here is what to do:

Contact Customer Services

Please either phone on +44 [0] 1684 310 950 {between 9 and 5, Monday to Friday}, or email enquiries@pondplants.co.uk

otherwise write to:

Merebrook Water Plants
Kingfisher Barn
Merebrook Farm
Hanley Swan
Worcestershire
WR8 0DX

Damaged In Transit

If your purchase is damaged in transit, please contact us within 7 days informing us of the problem.

Damaged or Defective Goods

Products If you receive a product that is defective, please contact us within 7 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.

Plants All plants supplied by mail order are bare-rooted. All plants dispatched are guaranteed to be true to name and healthy. We obviously cannot guarantee their future growth and vigour because of circumstances beyond our control. If you are having a problem with a particular plant please contact us, we are here to help. See contact details above. In the unlikely event that we are unable to supply all the plants in your order, a substitute to the same or greater value will be supplied. If this is not acceptable, please mark your order 'No subs'. Every care will be taken so that your order arrives complete and in good condition. If you have any complaints, please advise us by telephone within 48 hours of receipt.

Returns

In accordance with the Distance Selling Regulations, the right to cancel your order at any time up to 7 working days after receipt does NOT extend to perishable items including living plants, or bare root plants. If you wish to cancel an order for non-perishable items please contact our Customer Services department within 7 working days after receipt. You must take reasonable care of the goods whilst in your possession and they must be returned to us, promptly, at your cost. If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value.

Cancellations

Rights to cancellation are as per the Consumer Protection (Distance Selling) Regulations 2000.

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Water lily Aurora
Water lily Aurora


 GIFT TOKEN

 Birthday, wedding anniversary celebration?  For that someone special, why not a Pondplants Gift Token so that they can add something really unique and special to their pond?  The token can be redeemed at any time during the year.  We'll just point them to our website so thay can choose just the right water lily, iris, marginal or poolside plant for their own pond.

We normally dispatch plants within three working days of receipt of order.  Our standard delivery charge is £7.50 per order for delivery within the UK.  For delivery to EU mainland countries please add an extra £7.50 per 2kg and note that we cannot deliver planting crates or snails outside the UK.  Full details on our "Delivery" page.

Our plants are supplied bare-rooted, lifted and prepared on the morning of dispatch.  The potted plants you buy from other suppliers must be re-potted immediately to give them room to grow.  Marginal plants need to be in 5lt mesh crates and water lilies in 10lt mesh crates.

DON'T FORGET TO ORDER PLANTING CRATES

Remember that plants always grow to fill the crate they are in, so size does matter!  Small 9cm crates are suitable for oxygenators and for containing marginal plants in tubs and mini-ponds.  5lt crates are suitable for most marginal plants and for miniature water lilies.  They can also be good for small varieties of lilies in tubs and mini-ponds.  10lt crates are great for water lilies in almost all garden ponds, and they can also provide space to grow for marginals in larger pools too.

 

  

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