Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Delivery Details

We are very fortunate to have some of our own delivery vehicles ranging in size from a small van for 10 bag orders, up to a 26 tonne walking floor truck which takes 24 pallets or 26 dumpies. If your delivery location is within around 30 miles of us in Enfield, our wonderful driver – Paul – will likely be dropping your order off to you.

For orders further away, we use a brilliant national courier network.

Locations Covered
Regrettably we are able to deliver only to mainland UK addresses. Deliveries to Scotland carry a £50 surcharge to cover our costs.

Order Set Down
Please note that we are able to guarantee delivery only to the kerb rather than to your front door or back garden, although will always do our best to help.

Difficult Access
If you have tricky access, please contact us prior to ordering to discuss.

Narrow Access Deliveries of 50 x 40 Litre Bags (One Pallet)
If you would like to order a pallet of 50 bags and your access is narrow (able to accommodate only a small 3.5 tonne or 7 tonne lorry), please note that you will need to order two half pallets (2 x 25 bags) instead. This is because the load capacity of small lorry tailgates is below the weight of a 50 bag pallet.

Delivery Time Slots
Delivery windows are 8am until 6pm Monday to Friday and, alas, we are not able to commit to a precise time slot.

Communication About Deliveries
For local deliveries, we will contact you to discuss your availability.

For deliveries further afield, you will receive an SMS message on the morning of your delivery confirming a two hour time slot.

Signing For Your Delivery
Once your delivery day has been agreed, it is your responsibility to be present to receive your order and sign for it. If you are not there and your order has to be taken away, you will need to contact us or the courier to re-arrange and you will be liable for this cost.

Pallets, Risk and Driver Discretion
Please note that most orders are delivered on pallets and our vehicles enter your property at your risk and at the drivers’ discretion.

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 seven working 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 {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We replace items only if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@equigrow.co.uk and send your item to: Equigrow Limited, Cattlegate Farm, Cattlegate Road, Enfield, EN2 8AU.

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 returns

To return your product, you should arrange for your order to be sent back to us at Equigrow Limited, Cattlegate Farm, Cattlegate Road, Enfield, EN2 8AU.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

You should use a trackable and insured shipping service. We can’t guarantee that we will receive your returned item.

Need help?

Contact us at info@equigrow.co.uk