Changed your mind, or something’s not right? This page explains how returns and refunds work for things you order from us online or over the phone, in plain English. It doesn’t affect your legal rights.
1. Changed your mind (14 days)
If you order from us online or over the phone, for delivery or click & collect, you can cancel your order and get a refund for any reason within 14 days of the day you receive the goods (or collect them). If your order comes in more than one delivery, the 14 days start when you receive the last item.
You can also cancel before your order has been delivered or collected.
Please return the item as you received it, complete and in its original packaging. It’s fine to open the box and have a look, just as you would in our shop. If an item has been used or handled more than that, for example a tree that’s been put up, decorated or damaged, or if its packaging is missing or damaged so that we can’t sell it as new, we may reduce your refund to reflect the loss in value.
The 14-day right to cancel doesn’t apply to cut real Christmas trees (see section 5) or to anything made or personalised to your own specification.
2. How to cancel
Just let us know clearly that you want to cancel, within the 14 days. The easiest ways are:
- email orders@acwgardencentre.com with your name, order number and the items you’re returning;
- call us on 01274 392344; or
- pop into the garden centre on Canal Road.
If you’d like to use a form, you can copy this into an email:
To ACW Garden Centre, Canal Road, Bradford BD2 1AL (orders@acwgardencentre.com):
I hereby give notice that I cancel my contract of sale of the following goods: [items]
Ordered on [date] / received on [date]
Name: [your name]
Address: [your address]
Date: [today’s date]
3. Getting it back to us
Once you’ve told us you’re cancelling, please get the item back to us within 14 days. Christmas trees and other large items can’t really go in the post, so there are two options:
- Bring it back to us at ACW Garden Centre, Canal Road, Bradford BD2 1AL during our opening hours. This costs you nothing; or
- We collect it from the address we delivered to. For change-of-mind returns there’s a collection charge, which is the same as our delivery charge for your postcode (see Delivery & collection). We’ll confirm the charge and agree a collection day with you before we book it in.
You’re responsible for looking after the item until it’s back with us.
4. Your refund
- When you cancel within 14 days, we’ll refund the price you paid for the item and the standard delivery charge you paid for it. If you chose a more expensive delivery option than our standard one, we only refund the standard charge.
- Any collection charge for a change-of-mind return will be deducted from your refund, along with any reduction in value explained in section 1.
- We’ll refund you within 14 days of receiving the item back (or of you showing us proof that you’ve sent it back, if that’s sooner).
- Refunds go back to the card or payment method you used. Card refunds usually take a few working days to appear on your statement, depending on your bank.
5. Real (cut) Christmas trees
Cut real Christmas trees are natural, perishable products that start to dry out once they’re cut, so we’re unable to accept change-of-mind returns or cancellations on them once they’ve been delivered or collected.
That doesn’t affect your rights if a tree isn’t right when it arrives. If your tree is damaged, not the size or type you ordered, or not of the quality you’d expect, please tell us as soon as possible, ideally on the day you receive it, and send a photo if you can. We’ll put it right with a replacement or refund.
Our tree care guide will help your tree stay fresh for longer.
6. Faulty or damaged items
Everything we sell must be as described, fit for purpose and of satisfactory quality. If something’s faulty, these rights apply on top of the 14-day change-of-mind right:
- Within 30 days of receiving it, you can reject a faulty item and get a full refund.
- After 30 days, we’ll repair or replace it. If that doesn’t work, or the same fault comes back, you can have a refund or a price reduction instead.
- For the first six months, a fault is assumed to have been there when you received it, unless we can show otherwise.
- For perishable goods, such as cut real trees, these time limits are shorter and match how long the goods would reasonably be expected to last.
If something arrives damaged, or a pre-lit tree’s lights don’t work, please let us know as soon as you can with your order number and a photo if possible. We’ll cover the cost of collecting faulty items, or you’re welcome to bring them back to Canal Road.
This doesn’t cover normal wear and tear, accidental damage, or damage caused by not following the product instructions.
7. Things bought in store
The 14-day change-of-mind right above is for orders placed online or by phone. If you bought something in the garden centre and it’s faulty, your rights in section 6 still apply, so bring it back with your receipt. For anything else bought in store, just have a word with the team.
8. Contact us
ACW Garden Centre (ACW Garden Centre LLP)
Canal Road, Bradford, West Yorkshire BD2 1AL
Phone: 01274 392344
Email: orders@acwgardencentre.com
See also our Terms & Conditions, Delivery & collection and Privacy Policy.