Returns and refunds
We are sure you will love our Kew Online Shop products. But we understand that sometimes you may change your mind.
Cancelling your order
For most products bought online (excluded products are listed below) consumers (not companies) have a legal right to change their mind within 14 days and receive a refund.
Please tell us if you want to exercise your right to change your mind and then return your purchase within 14 days of contacting us.
We will issue a refund or replacement at your request, as soon as possible, but in any event within 14 days from the date when we receive the returned products from you.
Items ordered online where you don’t have the right to change your mind :
a) Tickets for a specific date or period for performance, which includes tickets for admission to Kew Gardens or Wakehurst and gift tickets;
b) Goods that are personalised or otherwise made to your specification;
c) Perishable goods (for instance flowers, or food)
d) digital products after you have started to download or stream these;
e) services, once these have been completed, even if the cancellation period is still running;
f) products sealed for health protection, once these have been unsealed after you receive them (such as cosmetics, creams or consumables) or items that cannot be re-sold for hygiene reasons (such as pierced jewellery);
g) sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and
h) any products which become mixed inseparably with other items after their delivery.
Consumer Rights – Your Rights to End the Contract for Faulty and Misdescribed Goods
In addition, you have certain legal rights to ensure that goods and digital content are as described, fit for purpose and of satisfactory quality. Your rights to a refund or repair are as follows :
Goods, for example books or gifts, During the expected life of your product your legal rights entitle you to the following:
- up to 30 days: if your item is faulty, then you can get a refund.
- up to six months: if your faulty item can't be repaired or replaced, then you're entitled to a full refund, in most cases.
Digital content, for example an e-book :
- if your digital content is faulty, you're entitled to a repair or a replacement.
- if the fault can't be fixed within a reasonable time, or without causing you significant inconvenience, you can get some or all of your money back
- if you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation
Where to return your product
If you are sending a product back, please return it in its original packaging and with your order documents by recorded delivery to:
RBG Kew Enterprises Limited
Shaft Yard
Royal Botanic Gardens Kew
Richmond
TW9 3AB
Posting Costs
If the item is damaged in transit, was incorrectly supplied, or develops a fault, we will refund the cost of postage, but in all other cases, the cost of returning the item will be at your expense. We strongly recommend that when returning items you obtain a proof of posting (free from the post office) as we cannot accept responsibility for any returned items that are lost in the post. Please note no credit card details will be retained by RBG Kew Enterprises online after use.
Restrictions
Be aware that we are not able to deliver seeds from Kew Urban Collection to Australia, New Zealand or South Africa. as these countries have restrictions on importing seeds.
Unfortunately, due to postage constraints, we are only able to deliver our pots within the UK. If you are overseas but would like our pots, please contact us directly for further details.