• Breeders of english roses
  • Winners of 23 chelsea flower show gold medals
  • 5 Year Guarantee

Returns & Refunds

MY ORDER WAS DAMAGED ON ARRIVAL, HOW DO I ORDER A REPLACEMENT?

We’re very sorry to hear this and apologies for any inconvenience caused. If you call us on 01902 376300 or email retail@davidaustinroses.com our friendly and helpful team will help resolve the issue as quickly as possible.

I HAVE RECEIVED THE WRONG ITEMS, HOW DO I GET THE CORRECT ITEMS?

In the event that you receive an item you didn’t order please call us on 01902 376300 or email retail@davidaustinroses.com our friendly and helpful team will help resolve the issue as quickly as possible.

I NO LONGER WANT THE PRODUCT I HAVE ORDERED, HOW DO I RETURN IT?

You have the right to return any product within 14 days of receiving the last item of your order. All unwanted items must be returned in a saleable condition and proof of return given within those 14 days (Deductions may be made for signs of unreasonable use). Refunds will be made within 14 days of receiving the goods back or from 14 days of proof of return. If a more expensive service (I.e. Next day, Nominated Day or Saturday Delivery) was chosen, only our standard delivery charge will be refunded along with the amount paid for the products. The cost of returning the order must be met by the customer.

CAN I EXCHANGE MY ORDER NOW IT HAS BEEN DELIVERED?

If you wish to exchange a product you have ordered please call us on 01902 376300 within 14 days of receiving your order. Any additional charges to a changed order will be made at the point of the change. All unwanted items must be returned in a saleable condition and proof of return given within those 14 days (Deductions may be made for signs of unreasonable use). The cost of returning the order must be met by the customer.

WHERE DO I RETURN ITEMS TO?

Please note you must first notify us by phone, and subsequently by email or letter of your cancellation and return.
You can only return items by post if they were ordered online or by phone directly from David Austin Roses. The products must be returned in the original packaging or secure packaging and be traceable (Recorded Delivery).
Please make all returns out to: FAO Returns Dept., David Austin Roses Ltd, Bowling Green Lane, Albrighton, Wolverhampton WV7 3HB.

I ORDERED A GIFT CARD/VOUCHER, CAN I RETURN IT AND GET A REFUND?

Yes, gift cards/vouchers can be cancelled within 14 days of purchase. Please call 01902 376300 quoting your order number and gift card/voucher number. Refunds will be made only to the purchaser of the gift card/voucher and the billing address must match the original order . The amount refunded will depend on two factors: the purchase price (not full value of the gift card) and any deductions already made on the card. We cannot exchange gift vouchers for cash and cannot refund the value on the card to anyone other than the purchaser.

I ORDERED AND PURCHASED USING A GIFT CARD/VOUCHER, HOW DO I GET A REFUND?

If you are returning an item, changing an item or an item was damaged/broken on delivery a refund of the purchase value will be made to a gift card within 14 days of proof of return. Unfortunately, we cannot refund to another payment method. If you wish for the refund to be placed on the same card please supply the gift card/voucher number.

HOW LONG WILL IT TAKE TO GET A REFUND?

All refunds, where applicable, will be made within 14 days of proof of return of faulty or unwanted goods. We do not store your card details at any time for your security and may therefore need to correspond with the payee to make the refund. We therefore advise you report the need for a return and refund as soon as possible.

HOW LONG DO I HAVE TO RETURN AN ITEM?

Unwanted items:

Under the Consumer Contracts Regulations you have 14 days from final delivery of an order to return any unwanted or faulty items. However, we advise that you contact us as soon as possible about your need to return your order. All of our rose products are living and therefore perishable, the longer they are left the more likely they will become unsalable, reducing the amount we are liable to refund.

Faulty/Damaged items (Roses):

David Austin Roses offers a 5 year guarantee and life time support for any rose ordered directly from David Austin Roses. This means that if anything is wrong with your rose within the first year we will be happy to discuss helping get your rose flourishing or a replacement if necessary, just call 01902 376300. After the first year our team are available from 9am – 5pm GMT on 01902 376300 or retail@davidaustinroses.com to help make sure you’re getting the best possible experience from your roses.

Faulty/Damaged items (Non-rose items):

Under the Consumer Contracts Regulations you have 14 days from final delivery of an order to return any unwanted or faulty items. We apologise for any inconvenience caused and will do our best to replace or refund your order a soon as possible. We may ask for proof of damage or faulty goods and items will be checked upon return. Return costs will be met by David Austin Roses for faulty goods.

WHICH PRODUCTS ARE EXCLUDED FROM THE REFUNDS AND RETURNS POLICY?

None of our products are excluded from our refunds and returns policy where the item is returned in a saleable condition or when faulty. None of the items must have been used in any way beyond the opening of the postage packaging and reasonable inspection of the goods.