In Store Returns Policy
The following policy applies only to purchases made in store in our Garden Centres. For online purchases via our Plant Shop, please read our Plant Shop Online Return Policy below.
What if you change your mind?
At Otter, we want you to be able to buy with confidence. However, if you would like to return your item to your local Otter Garden Centre we will be happy to offer a full refund* or exchange within 28 days provided there is proof of purchase and the product is in a resaleable condition. An exchange or credit note will be offered on sale items. We are unable to offer a refund, exchange or credit note on certain products for hygiene and safety reasons. This does not affect your statutory rights.
* Not including delivery
If there is a fault with the product:
We will attempt to rectify any faults that occur within 12 months* from the date of purchase. We will usually offer you a replacement or repair. Products must be accompanied by your proof of purchase. This does not affect your statutory rights.
* Subject to change due to manufacturer guarantee
Plant Shop Online Returns Policy
The following policy applies only to purchases made via our online Plant Shop.
Returns & Refunds:
We are unable to offer a refund or exchange on plants and other perishable goods unless they are faulty.
To cancel an order made online:
You can cancel your order for a full refund within 48 hours of the order being placed.
Please contact us to cancel your order by completing our Ask Otter form on our website and selecting Online Ordering or call our Ottery St Mary store on 01404 815 815 between 9am and 5.30pm Monday to Saturday, and 10.30am to 4.30pm Sundays.
Please have your order number and date the order was placed to hand when contacting us.
Damaged & Faulty Goods:
In the unlikely event that one of our products develops a fault within 30 days of purchase, we will either exchange the the product or refund you in full.
Please check your delivery within 12 hours of it arriving. In the unlikely event that your delivery has arrived damaged, please take a date & time stamped photo. Then contact us via our Ask Otter form on our website or call our Ottery St Mary store on 01404 815 815 between 9am and 5.30pm Monday to Saturday, and 10.30am to 4.30pm Sundays.
Hardy Plant Guarantee
We are so confident in the quality of our hardy plants that we are happy to guarantee them for 2 years. We will gladly replace any hardy stock that does fail, provided if has been looked after correctly. Plants must have been planted into the garden within 48 hours to qualify for our Hardy Plant Guarantee. If there is a problem with your plant, simply return the plant within 2 years, along with the original proof of purchase.