Returns Policy

Returns Policy

At Highgrove we want you to be happy every time you shop with us.

In the unlikely event that you are not absolutely delighted with your order, our Returns Policy explains what you can do.

Damaged Items

All our parcels are carefully packed by hand at our warehouse. Should your order be damaged in transit, please notify us by emailing customerservices@highgroveshop.com within twenty-eight (28) days of receipt and we will be pleased to replace it. Please see 'To return an item' for details of how to return damaged goods to us. If you are returning an item because the goods are damaged, we will be happy to refund all reasonable delivery charges incurred by you. In all other circumstances where Highgrove is not at fault, the cost of returning the unwanted items will be your responsibility.

Incorrect Items

If we have sent you an incorrect item, please notify us by emailing customerservices@highgroveshop.com as soon as possible. Please return the incorrect item to us and specify the correct details in writing. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible. We will not charge you for the incorrect item and will reimburse your reasonable costs in returning it. 

Exchange/refund

If you are not entirely delighted with the products that you have chosen you may return them to us within (28) days of receipt. We will be more than happy to offer you an exchange or, if you wish, a refund. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. We will refund the cost of your item and any delivery costs you have paid to receive the goods (although, as permitted by law, the maximum refund for your delivery costs here will be the costs of delivery by the least expensive delivery method we offer) without delay, and in any event within fourteen (14) days of the date we receive your returned product, or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. We are unable to offer a refund or exchange on perishable goods (such as food, beverages, and plants), personalised goods, toiletries or pierced earrings for hygiene reasons. 
Event tickets and garden tours may only be exchanged / refunded no less than 7 days prior to the event.

Cancelling an online order

Under the European Union's Consumer Rights Directive, if you are a consumer you may cancel any contract for goods at any point from the time of ordering until 28 days after delivery. Exceptions are: foodstuffs, beverages, perishable items and any item made specifically for you (e.g. personalised or bespoke items). To cancel a contract for non-food and beverage items, please contact us to let us know. If you send your cancellation in writing, please give the reason for the return as 'Contract Cancellation'. Please package the relevant item securely and send it to us so that we are in receipt within fourteen (14) days of the date that you told us you wanted to cancel your order. We will reimburse the standard delivery costs of returning the item.

To return an item

Should you be returning an order because you are not satisfied, please enclose all details of the purchase giving the reason for your return and clearly mark whether you would like a refund or exchange. Pack the items back in the parcel, using the original packaging for the item (you do not need to use the same packaging); attach the invoice and return to the address below. For all returns, except where the item is faulty or when we have sent you an incorrect item, you will be required to arrange and pay for the return of the products to us. This returns policy does not affect your legal rights.

Returns address:

A.G. Carrick Limited
Unit 7
Warren Business Park
Knockdown
Nr. Tetbury
Gloucestershire, GL8 8QY

When returning items, you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.