Terms and Conditions

Terms and Conditions of Shopping at Dobbies.com

At Dobbies.com we are dedicated to ensuring that you are totally satisfied with your shopping experience and our customer service. If you have any enquiries, suggestions or feedback on how we can improve then please contact us.

Dobbies.com is a trading name of Dobbies Garden Centres Ltd and we can be contacted in the following ways:

Dobbies.com
Melville Nursery
Lasswade
EH18 1AZ
United Kingdom

Telephone: 0131 561 6406
Email:         customer.service@dobbies.com

Making a Purchase

Payments can be made by Visa, Mastercard, Maestro, Visa Debit, Electron, and American Express.

When placing your order, you will be asked to provide your card details for payment. Please note that at this point this is a pre-authorised transaction only and payment will not be taken from your card until we are ready to dispatch your order, or any individual items contained in that order if you are receiving more than one delivery per order.

In addition to the total amount charged for your order, we will hold a £1 pre-authorisation amount for up to 5 days. Don’t worry, this will be refunded once your payment is complete.

In some cases, your order will be prepared for dispatch within minutes of placing your order and in this instance, payment will be taken from your card at the same time as you place your order. Please note that all orders made via PayPal will have payment taken at the time you place your order.

Out of Stock and Busy Periods

If we encounter any delays to your order or if the item you have ordered is out of stock, we will let you know as soon as possible. We will provide you with an estimated delivery date once the order is confirmed. If we cannot provide you with this, you will be offered a full refund if you have already paid by card.

Whilst we make every effort possible to deliver your goods as quickly as possible, sometimes we can get very busy during peak sale periods and some items will sell out very fast. At these times our stock ordering and delivery services will be pushed to their maximum capabilities and to avoid disappointment please order your goods as early as possible.

Delivery

All our orders are dispatched via a courier delivery service. We instruct all our couriers to complete deliveries to the address you have stated on your customer order. To ensure the product reaches you in good condition and you are satisfied with your goods all our courier deliveries are completed on a “Proof of Delivery” service. This means that the courier will deliver to your address and require a signature for acceptance of goods by you. If you are not in at the point of delivery our couriers will leave a business card giving you their details to contact them for redelivery to your address on the earliest possible date. We always aim to succeed in our deliveries and in the unlikely event we have been unable to make delivery on two occasions the goods will be returned to Dobbies warehouse and a further charge may be payable by you to have the goods dispatched.

Delivery of Restricted Items

We have available online one of the widest ranges of gardening products in the UK and some of the products that we sell, for example, garden tools or fertilisers, can be unsafe or dangerous to children. It is therefore a condition of purchase that you are aged 18 or over at the time you make the purchase from us. If you are aged under 18, please ask your parent or guardian for assistance.

Our Responsibilities to You

We can only be liable to you for losses that were reasonably foreseeable to both you and us at the time you place your order. We sell products for personal use in your home or garden and therefore cannot be liable for business losses such as loss of data, loss of income or other loss of business. Our total liability to you in any case will not exceed the total price charged to you. Nothing in this paragraph limits, attempts to limit, or affects our liability to you through our negligence or where a product we may supply to you is found to be unsafe.

Returns

Your total satisfaction is important to us therefore all of our products come with our own 28-day money-back guarantee. In addition, all of our hardy plant stocks come with a full 5-year plant guarantee and you can find out more about this on our plant guarantee page.

If you wish to return or exchange an item where we are at fault, then at your choice we will fully refund you or replace your item free of charge, and we will also reimburse your delivery charges or arrange for a courier to collect your item, as appropriate.

If you wish to return or exchange an item where we are not at fault, for example, where you change your mind, you will be required to pay for return postage costs.

This does not affect your statutory rights.

To arrange a return, for an exchange or refund, please see our returns and refunds section.

Company Registration number: SC010975
VAT Registration number:         GB 245 1084 28

Pricing and descriptions

We have taken care to describe and show products as accurately as possible. Despite this, products may vary from their descriptions. If there is anything that you do not understand, or if you wish to obtain further information, please contact customer services by emailing help@shop.dobbies.com

If there is a difference between the price for a product in the Dobbies store and the Dobbies website, you will be charged the price on the Dobbies website. The price offered in respect of a product on the Dobbies website may differ from the price offered at the same time in Dobbies stores. We are under no obligation to honour any in-store price or promotion in the event that it differs from those on the Dobbies website.

If, by mistake, we have under-priced a product, we will not be liable to supply that product to you at the stated price, provided that we notify you before we despatch the product to you. In those circumstances, we reserve the right to cancel your order. In the event we cancel your order, we will give you a full refund on any amount already paid for that product in accordance with our return and refund policy.

All prices are expressed inclusive of any VAT payable unless otherwise stated.

The price of a product does not include the delivery charge, which will depend on the delivery method you choose and will be added during checkout.

Returns and refunds

When you buy from Dobbies.com, we want you to be happy with your purchase. However, we know sometimes you may wish to return products you have bought from us.

If you change your mind:

  • If you want to return a product you have bought online from Dobbies.com because you have changed your mind, please contact us within 28 days of receipt, so we can arrange a return.
  • We ask that you look after the product whilst it's in your possession and that when you return the product to us you also let us have all the original packaging, tags, labels and accessories.
  • Refunds will be processed within 2 working days of the goods being received by us.

If your product arrives damaged or is faulty:

  • If any of our products arrive damaged or faulty, please contact us as soon as possible so that we can rectify the problem to your satisfaction.

If you would like to exchange or replace a product: 

Return charges:

  • If you are returning a damaged or faulty product, we will pay for the cost of your return. If your return is for any other reason, you will be responsible for the cost of returning the product to us.
  • Please note that if you do not return the product to us within 28 days of cancelling your order, you will be responsible for our costs in recovering that product from you.
  • If you are returning all of your order, we will refund the original delivery charge (if paid) in full.

Obtaining your refund: 

  • If you are entitled to a refund, we will refund you directly onto the card that was used to make the purchase.
  • Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.
  • In the event of a refund, all Rewards points received for the purchase of a refunded product will be removed from your Rewards account. 

And finally:

Nothing in this policy affects your statutory rights.