Delivery, Returns & Refunds Policy
Last updated: 8 March 2026
This policy explains how delivery, returns, and refunds are handled for purchases made through the Formby Gardener website, operated by JMT Property Services Ltd trading as Formby Gardener.
We work with trusted UK-based fulfilment partners to supply and ship products directly to customers. This allows us to offer a wider range of items while maintaining efficient delivery.
Delivery
Orders are typically dispatched within 1–3 working days. Delivery normally takes an additional 1–2 working days after dispatch, depending on the courier service used.
Once your order has been shipped, you will usually receive a tracking link via email.
We currently deliver to most mainland UK addresses.
Please note that because we work with multiple suppliers, orders containing multiple items may arrive in separate parcels.
Damaged, Incorrect, or Faulty Items
If your order arrives damaged, incorrect, or faulty, please contact us as soon as possible.
To help us resolve the issue quickly, please email info@formbygardener.co.uk within 48 hours of delivery and include:
- Your order number
- Clear photographs of the item and packaging
- A short description of the issue
Once reviewed, we will arrange an appropriate resolution. This may include a replacement item, partial refund, or full refund depending on the circumstances.
Returns
Under UK consumer law, customers may have the right to cancel certain online purchases within 14 days of receiving the goods.
However, some products may be excluded from change-of-mind returns where permitted by law. This includes items that are:
- Perishable or time-sensitive (such as live plants)
- Customised or made to order
- Unsuitable for return for hygiene reasons once opened
For non-perishable items, returns may be accepted within 14 days of delivery provided that:
- The item is unused and in its original condition
- The item is returned in its original packaging where possible
- The return has been authorised by our team
If you would like to request a return, please contact us before sending the item back. We will provide return instructions where applicable.
Unauthorised returns may not be eligible for a refund.
Refunds
Once a return has been received and inspected, we will notify you of the outcome.
If a refund is approved, it will be issued to your original payment method within approximately 3–5 working days. Processing times may vary depending on your bank or payment provider.
Product Variations
Some products — particularly plants or natural materials — may vary slightly in appearance, size, or colour. These variations are normal and are not considered faults.
Customer Care
If you have any questions about your order or need help with a delivery or product issue, please contact us at:
We aim to respond to enquiries as quickly as possible and will do our best to resolve any issues fairly.