Returns Procedure

At Pugh’s Garden Village we ensure any problems are handled swiftly and professionally. We want you to be able to buy with confidence. That’s why we’re happy to offer a full refund or exchange on any purchase you’re not 100% happy with provided you return it within 28 days, along with proof of purchase and in saleable condition.

Returned Goods A proof of purchase is required for all returned goods. Credit will be issued as soon as the goods are received back in-store and have been processed by our team. Goods that have been damaged whilst in your care will not be accepted. Goods received after the 28 day period will not be accepted for a refund, an exchange or credit note will be offered here, this includes sale items.

Hardy Plant 5 Year Guarantee

At Pugh’s Garden Centre we guarantee all of our outdoor hardy plants that are bought in-store for a period of 5 years, providing that they have received good care and our expert advice has been followed.

Our staff are more than happy to help with any gardening advice and if you have any problems with a plant that you have recently bought you can get further advice by contacting us either in-store by telephone on Radyr: 02920848000, Wenvoe: 02920598118 or alternatively by email.

Our plant guarantee does, unfortunately, exclude any plants bought on-line, as well as seasonal plants such as annual bedding plants or seedlings and also houseplants.

Pugh’s Garden Centre guarantee the free replacement or credit of any container-grown hardy plant which dies, providing it has received good care, has the garden centre label and is presented for examination, with proof of purchase, within 5 years of purchase. We cannot be held accountable for plants that die due to unseasonal weather conditions, such as extreme frost and snow, or very high temperatures or where expert advice has not been followed.

Seasonal plants and houseplants that do not fall under our 5-year hardy plant guarantee are to be returned within 7 workings days with proof of purchase and appropriate labels attached and in re-saleable condition. Plants are ‘Perishable Goods’ and your rights as a Consumer do not fully apply, hence the 7 day period for return of such plants.

NB Plants used in landscaping work for a third party are not covered by this guarantee. Your statutory rights are not affected in any way by this guarantee.

Manufacturing Faults | A problem with your order?

We check all our items before leaving the premises. On the rare occasion your item is faulty, damaged or incorrect our delivery drivers will collect the item from you and return to us FREE of charge on a date and time suitable for you. We will attempt to rectify any faults that occur within 12 months from your date of purchase via a replacement where possible. We do require a proof of purchase to do so, and recommend that on receipt of your goods, any warranty advice is carried out and applied to your product to allow us to complete this. Any product with a manufacturing fault will be replaced in accordance with the manufacturer’s guarantee on a like for like basis only. No credit will be given and no alternative product will be supplied, on occasion we may offer a discounted offer where the stock is not able to be replaced. This does not affect your statutory rights. *This may be subject to change due to manufacturer's guarantee. We reserve the right to reject any "faulty" product if we consider the complaint to be unreasonable, unjustified, or of the customer's negligence or making.

Webshop Returns

If you decide to return a Product to us because you have cancelled the Order between us within the seven-day cooling-off period, we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the product in full, however, you will be responsible for the cost of returning the item to us or it must be returned directly to store. For any other reason we will notify you of your refund via e-mail within a reasonable period of time. In relation to any products returned by you because of a defect these will be either refunded or repaired/replaced at the discretion of the manufacturer of the product.

Certain goods such as furniture sold by Pugh’s will have the benefit of the manufacturer’s warranties, which will be for 12 months unless otherwise stated. All warranties are subject to the manufacturer’s terms and conditions. Any defective goods returned to us within the manufacturer’s warranty period will be repaired or replaced at the sole discretion of the manufacturer and will be subject to compliance with the terms of their warranty. All other warranties and guarantees are expressly excluded so far as the law permits.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

Refunds outside the 7 day cooling off period are entirely at our discretion, by agreement in advance, and will have a restocking charge applied to them (normally 10%).

All statutory rights remain unaffected.

Food Hall Returns

If you are unhappy with the quality of food you have purchased, please visit our food hall along with your receipt and packaging where one of our colleagues will be able to assist you. Unfortunately, if neither the receipt or packaging have been retained, we are unable to take the issue further