Refund policy

Returns

I offer a refund of any unwanted items within 28 days of purchase, less associated delivery fees, providing goods are unused and returned in their original condition. However, as some items are made-to-order, for these I cannot accept any returns or provide refunds.

Damaged Items

Should an item arrive damaged, please contact us by email (sales@tomsyard.co.uk) with photographs of the damaged area and the packaging in which it arrived. 

It is paramount that goods are inspected upon delivery before being signed for. Once goods have been signed for, be it yourself or a third-party acting on your behalf (e.g. a gardener, landscapes, neighbour etc...), Tom's Yard are unable to accept any liability for damaged items and as a consequence are not in a position to cover the costs of replacement items and any associated re-delivery / collection fees.

To offer you some assurance, there isn't a single pot that leaves Tom's Yard that isn't thoroughly inspected and prepared by Thomas.

Unwanted Items

Should an order arrive and not be suitable due to an error made in size or shape, we are happy to refund the value of the goods however delivery fees for sending the goods must be covered to ensure we do not operate at a loss.

In the case that the goods must be returned to us, you can either arrange delivery yourself or use our pallet service to return the unwanted items at an estimated cost of around £75 per pallet.

In essence, it costs around £150 to cover delivery fees.

Returns Instructions

Pots (by pallet)

  1. As my pots are sent through a haulage network, the cost of returns along with possible additional packaging must be covered by the customer. These sit in the region of circa. £75 per pallet, depending on your collection postcode.
  2. Why does it cost more to return pots compared to when you order them off the website? Because we take a loss on delivery fee's to ensure we remain competitive.
  3. To request a return simply get in touch and I can arrange the collection with my haulage firm. This is generally more affordable than trying to arrange it yourself as we have a commercial account and benefit from reduced shipping fees.
  4. Once a collection date has been scheduled and the pots returned to Tom's Yard & inspected - a refund for the cost of the goods will be issued less the loss of the initial shipping (in full). This sits in the region of £75 per pallet depending on your delivery postcode. Do be aware that if your goods were sent over multiple pallets, this total shipping cost will be deducted from your refund. In cases, you may be billed an additional fee.
  5. You will never be charged a ''re-stocking fee''. Simply all associated delivery costs must be covered.

Tools (by Post)

  1. Pack your item/s in padded, secure packaging
  2. Write my address on the outside of the parcel (Thomas Pearson, Trinity Lad, Lowe Farm, Much Dewchurch, Herefordshire, HR2 8DG)
  3. Drop off at your local post office and pay for your return
  4. Ensure you obtain proof of postage
  5. I will notify you when we receive your item and have processed your refund (if applicable)

Returns Policy

My policy lasts 28 days. If 28 days have passed since your purchase, unfortunately I am unable to offer a refund.

To be eligible for a return, your item must be unused and in the same condition that you received it in. Any signs of wear or use will be deducted from your refund by up to 50% to compensate for cleaning fees.

Gift vouchers are unfortunately not eligible for return.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 28 days after delivery

You are responsible for paying for your own shipping costs for returning your item.

Please ensure a proof of postage is obtained for all returns because we cannot guarantee that we will receive your returned item.

Any delivery shipping costs are non-refundable when an item is returned. If you receive a refund, the cost of return shipping will be deducted from your refund.


Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@tomsyard.co.uk

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We do not offer an exchange service. When you return an item, you will be refunded according to the policy described above.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.


Shipping

Any delivery shipping costs are non-refundable when an item is returned. If you receive a refund, the cost of return shipping will be deducted from your refund.