Refund policy

Last updated: 12 November 2026

We want you to be happy with everything you buy from Bridge Valley Nursery. This policy explains exactly how returns and refunds work, who pays for return postage, and how long each step takes. It does not affect your statutory rights as a UK consumer.

Returns at a glance

Return window	30 days from the date you receive your order
Condition of items	Undamaged and in the condition you received them
Wrong or damaged item	Return is free of charge – we cover the cost
Change of mind	You pay for return postage using a tracked service
Inspection time	1–2 working days after the return reaches us
Refund time	5–10 working days after your return is accepted
Refund method	Back to your original payment method
Restocking fee	None

1. Return window

You can return items within 30 days of the date you receive your order. This is longer than the 14-day cancellation period required by the UK Consumer Contracts Regulations. To start a return, please contact us within the 30 days; the item should then be sent back to us promptly.

2. Condition of returned items

Returned items must be undamaged and in the same condition you received them, ideally in their original packaging with any labels and accessories included. Please pack items securely so they are not damaged on the way back to us. We cannot accept returns of items that have been damaged after delivery.

3. How to start a return

1. Contact us first by email at contact@bridgevalleynursery.uk or by phone on +44 1582 766728. Please include your order number, the item(s) you want to return and the reason for the return. If the item is damaged or incorrect, please attach photos.
2. We will confirm your return and give you the return instructions.
3. Pack the item(s) securely and send them to the return address below.

Return address:
Bridge Valley Nursery – Returns
New Mill End Farm, Lower Luton Road, East Hyde, Harpenden, Luton LU1 3TS
United Kingdom

4. Who pays for return postage

• Wrong, faulty or damaged items: if we sent you the wrong item, or the item arrived faulty or damaged, the return is completely free. We will arrange the return at no cost to you, and you can choose a replacement or a full refund.
• Change of mind: if you simply changed your mind, you are responsible for the cost of returning the item. Please use a tracked postal service (for example Royal Mail Tracked) and keep your proof of postage, as we cannot be responsible for untracked parcels that do not reach us.

Original delivery to you is always free, so there are no delivery charges to deduct from your refund. We do not charge restocking fees.

5. Inspection and refund timescale

• When your return arrives, we inspect it within 1–2 working days.
• We will email you to confirm whether the return has been accepted.
• Once accepted, your refund is issued within 5–10 working days to your original payment method. Depending on your bank or card provider, it may take a few extra days for the money to appear in your account.

If a returned item is not in the condition described above, we will contact you to explain why and agree the next steps with you before taking any action.

6. Exchanges

If you would like a different item or size, please return the original item for a refund and place a new order for the item you want. If we sent you the wrong item or it arrived damaged, we will send a replacement free of charge where stock is available.

7. Cancelling before dispatch

You can cancel any order free of charge before it has been dispatched. Call us on +44 1582 766728 or email us with your order number as soon as possible and we will refund you in full to your original payment method. Once dispatched, the order can be returned under this policy instead.

8. Your statutory rights

This policy is in addition to, and does not affect, your legal rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contact us

Bridge Valley Nursery
New Mill End Farm, Lower Luton Road, East Hyde, Harpenden, Luton LU1 3TS, United Kingdom
Phone: +44 1582 766728
Email: contact@bridgevalleynursery.uk