Returns & Refunds Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to return it.

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

To start a return, select the Return tab within your order and state the reason for the return request.  You can access this page by either logging into your account here or by clicking 'view your order' via your confirmation email.

If your return is accepted, we’ll send you an RMA returns slip as well as instructions on how and where to send your return. Items sent back to us without first requesting a return and RMA will not be accepted.

If you have any questions regarding returns you can contact us by calling 01493 262023 or emailing us at sales@evergreenery.co.uk

Damages and issues
Please inspect your order upon receipt and contact us immediately if any item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All damages must be reported within 7 days of receipt.

Exceptions / non-returnable items
Certain products cannot be returned, like slight seconds, some sale items or custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Exchanges
If you have ordered the wrong items, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the correct item.

Unwanted Items
If you've changed your mind about keeping your purchase, please start the returns process as soon as possible. Any return items must be received by us within 30 days of you receiving your order. Any items received after this time will not be eligible for a refund. All items must be in their original condition and in original packaging to qualify for a refund.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund. Customers will be refunded the full cost of the order, plus the original cost of delivery (if any) will be refunded unless the customer requested a special service (eg timed delivery including Next Day) in which case the cost of the standard service will be refunded.
If more than 15 business days have passed since we’ve approved your return, please contact Premier Netting by calling 01493 262023 or emailing us at sales@evergreenery.co.uk

How to return (important):
• Please notify us as soon as possible that you wish to return an item(s).
• Once we have received your return notification all items must be received by us with 30 days of the day you received your order. Any items received after this time will not be eligible for a refund.
• Goods must be returned in their original packaging in the same condition that they were received in, and will be inspected on return.
• Please do not use any additional tape to secure the original box/packaging. You may wrap the parcel(s) in some kind of additional packaging i.e. refuse sacks or boxes. The excessive use of tape may result in items needing to be re-boxed, the cost of which will be deducted from any refund.
• Goods remain your responsibility until they reach our warehouse, therefore please make sure they're properly packed and can’t get damaged on the way.

Please note, Goods returned back that are not received in the original packaging, showing signs of use, showing damage or excessive handling will result in a partial refund.

When returning Goods you must use a service that will provide tracking and proof of posting, the Post Office will provide a Proof of Postage receipt which you should keep as this contains the tracking information for your parcel. Please note that without proof of posting or tracking we cannot take responsibility for your parcel if it does not arrive back to us. In such circumstances we would, unfortunately, not be able to offer a refund.

Extra Large & Heavy Items (30kg+)
We can arrange for the collection of larger items (30kg+) if required however there is a charge for this service which can vary depending on postcode. If you wish for us to arrange a collection please contact us for details and costs. Please note we can only use our contracted courier services, you may be able to find a cheaper collection service using an online Courier Comparison site such as Parcel 2 Go (we have no affiliation with this company)

More Information
We regret that we cannot issue refunds or exchanges after the 30 day period as outlined above and inline with the Consumer Contracts Regulations. Where returns are accepted, please be aware that this process can typically take 5-7 working days to complete.

B2B Returns

For businesses returning goods a 10% restocking and/or repackaging fee will be charged and the original delivery cost will not be refunded nor the cost of the return. There may also be a charge for unreasonable use or damage/deterioration during storage or return.

This returns policy does not affect your legal rights. Details of your legal rights are available from the Citizens' Advice Bureau or Consumer Direct.

*Cut to lengths cannot be returned as an unwanted item as this is cut specifically to meet the customer’s requirement. It can only be returned if the item is faulty.