1. Your Right to Cancel

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days from the date you receive your goods, without giving any reason. You then have a further 14 days to send the goods back to us.

To exercise this right, tell us that you wish to cancel. You can do this by email, by telephone, or in writing:

• Email to kate@ransleyprogrow.co.uk
• Telephone 01233 621261, Monday to Friday 8am–5pm
• Letter to Ransley Pro Grow, Mardan, Kingsford Street, Mersham, Ashford, Kent TN25 6PF

2. Perishable Goods Exemption

Perishable goods — which include turf and other living products — are exempt from the cancellation right under the Consumer Contracts Regulations 2013, as they are liable to deteriorate rapidly.

All other products sold by Ransley Pro Grow (including fertilisers, grass seed, weed killers, moss killers, and wildflower seeds) are classified as non-perishable and are eligible for cancellation and return under this policy.

3. How to Return Goods

Once you have told us that you are cancelling, please return the goods to us within 14 days of telling us. Returns can be made by post or in-store at our Kent address.

Unless the goods are damaged or faulty, the cost of return is the customer's responsibility. This applies to all non-perishable products. We will only cover return shipping costs where the goods arrive damaged, faulty, or not as described.

For smaller items such as grass seed and fertilisers, return postage is typically around £10. For all non-perishable goods, the customer bears the return cost unless the item is damaged or faulty. You may return goods yourself using your own courier service to the address above, or we can arrange collection and deduct the cost from the refund due.

Goods should be returned in their original packaging and in a resalable condition where possible.

4. Refund Process

We will refund you within 14 days of receiving the returned goods (or earlier, if we receive proof of return), including the standard delivery charge you paid. The refund will be made to the same payment method you used for the original purchase, and no admin or restocking fee is deducted.

We will only charge for any diminished value of the goods if the goods have been handled beyond what is necessary to establish their nature, characteristics, or functioning.

5. Damaged or Faulty Goods

If your goods arrive damaged or faulty, please tell us as soon as possible and within 30 days of delivery by email to kate@ransleyprogrow.co.uk.

Under the Consumer Rights Act 2015 you have a 30-day right to reject faulty goods for a full refund. Where goods are damaged, faulty, or not as described, we will arrange and pay for their return and refund the full purchase price and delivery charge.

6. Exchanges & Replacements

If you receive a product that is not what you ordered, or if you wish to exchange a non-perishable product for a different size or variant, please contact us within 14 days of receipt. We will arrange a replacement or exchange where stock permits.

Exchanges are subject to the following conditions:

• The product must be unused, in its original packaging, and in a resalable condition.
• Perishable goods (turf and living products) are not eligible for exchange.
• The customer is responsible for return shipping costs unless the exchange is due to our error.
• If the replacement item costs more than the original, the difference will be charged. If it costs less, the difference will be refunded.
• Out-of-stock replacements will be refunded in full if a suitable alternative cannot be offered.

7. Warranties

All products sold by Ransley Pro Grow are covered by the manufacturer's warranty where applicable. Warranty periods and terms vary by product and manufacturer.

• Chemical products (fertilisers, weed killers, moss killers): Warranted to be fit for purpose at the time of sale when stored and applied in accordance with the manufacturer's instructions and the product label.
• Grass and wildflower seeds: Germination rates are warranted as stated on the product packaging, subject to correct sowing practice, soil conditions, and weather. Results may vary due to environmental factors beyond our control.
• Equipment and accessories: Covered by the manufacturer's warranty against defects in materials and workmanship for the stated warranty period (typically 12 months).

Warranty claims must be made in writing to kate@ransleyprogrow.co.uk with proof of purchase. This warranty does not affect your statutory rights under the Consumer Rights Act 2015.

8. Order Amendments

Any order amendments must be made before goods are dispatched — dispatch may be up to two working days prior to delivery. A unique amendment reference will be returned with your amendment confirmation email. We are unable to amend orders after dispatch.

9. Working Days

Working days are Monday, Tuesday, Wednesday, Thursday, and Friday. Saturday and Sunday are not working days.

10. Governing Law

These conditions and any contract are governed by the law of England and Wales. Nothing in this policy affects your statutory rights, and you always remain entitled to take a dispute to the courts.

This policy does not affect your statutory rights.

11. Contact Us

For any questions about returns or refunds, please contact us:

Ransley Pro Grow
Email: kate@ransleyprogrow.co.uk
Telephone: 01233 621261
Address: Mardan, Kingsford Street, Mersham, Ashford, Kent TN25 6PF