Returns & Exchanges
Returns Policy
Your Right to Cancel and Return
We hope you love your purchase, but if you change your mind, you have the right to cancel and return your order under UK consumer law.
1. Cancelling Your Order (Cooling-Off Period)
If you buy online or by phone, you have 14 calendar days from the day after you receive your goods to cancel your order for any reason. To cancel, you must let us know by email or in writing. You then have another 14 days to return the goods to us.
To cancel your order, please contact us at:
[email protected]
Russells Groundcare
Gateway Business Park
Broad Lane
Gilberdyke
Brough
HU15 2TB
We recommend keeping proof of postage when returning items.
2. Returns Eligibility
We accept returns if:
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The item is unused, in its original packaging, and in resaleable condition.
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The return is made within 14 days of cancellation notice being given.
We do not accept returns for:
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Personalised, custom-made, or perishable items.
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Sealed items that have been opened.
3. Faulty or Damaged Items
Under the Consumer Rights Act 2015, you are entitled to a full refund if an item is faulty, not as described, or unfit for purpose within 30 days of receiving it.
If a fault develops after 30 days, but within 6 months, we’ll offer a repair, replacement, or refund, depending on the circumstances.
To report a faulty item, please contact us as soon as possible with details and (if possible) photos.
4. Refunds
Once we receive your return and inspect it, we’ll process your refund within 14 days. Refunds will be issued to the original payment method. We do not refund original delivery charges unless the item was faulty or we made an error.
5. Return Shipping Costs
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If you're returning an item because you changed your mind, you’ll need to cover the cost of return postage.
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If the item is faulty or incorrect, we’ll cover the return costs.
Still have questions?
Get in touch with our team at [email protected]