• Breeders of english roses
  • Winners of 23 chelsea flower show gold medals
  • 5 Year Guarantee

Returns & Refunds

MY ORDER WAS DAMAGED ON ARRIVAL, HOW DO I ORDER A REPLACEMENT?

We’re very sorry to hear this and we apologize for any inconvenience caused. If you call us on 1-800-328-8893 or email [email protected] our friendly and helpful team will help resolve the issue as quickly as possible.

I HAVE RECEIVED THE WRONG ITEMS, HOW DO I GET THE CORRECT ITEMS?

In the event that you receive an item you didn’t order please call us on 1-800-328-8893 or email [email protected] and our friendly and helpful team will help resolve the issue as quickly as possible.

I NO LONGER WANT THE PRODUCT I HAVE ORDERED, HOW DO I RETURN IT?

You have the right to return any non-Rose product within 14 days of receiving the last item of your order. All unwanted items must be returned in a saleable condition and proof of return given within those 14 days (Deductions may be made for signs of unreasonable use). Refunds will be made within 14 days of receiving the goods back or from 14 days of proof of return. The cost of returning the order must be met by the customer.

CAN I EXCHANGE MY ORDER NOW IT HAS BEEN DELIVERED?

If you wish to exchange a non-Rose product you have ordered please call us on 1-800-328-8893 or email [email protected] within 14 days of receiving your order. Any additional charges to a changed order will be made at the point of the change. All unwanted items must be returned in a saleable condition and proof of return given within those 14 days (Deductions may be made for signs of unreasonable use). The cost of returning the order must be met by the customer.

WHERE DO I RETURN ITEMS TO?

Please note you must first notify us by phone, and subsequently by email or letter of your cancellation and return.
You can only return items if they were ordered online or by phone directly from David Austin Roses. The products must be returned in the original packaging or secure packaging .
Please make all returns out to: David Austin Roses, 15059 State Hwy 64 W, Tyler, TX 75704.

I ORDERED A GIFT CARD/VOUCHER, CAN I RETURN IT AND GET A REFUND?

Yes, gift cards/vouchers can be cancelled within 14 days of purchase. Please call 1-800-328-8893 quoting your order number and gift card/voucher number. Refunds will be made only to the purchaser of the gift card/voucher and the billing address must match the original order . The amount refunded will depend on two factors: the purchase price (not full value of the gift card) and any deductions already made on the card. We cannot exchange gift vouchers for cash and cannot refund the value on the card to anyone other than the purchaser.

I ORDERED AND PURCHASED USING A GIFT CARD/VOUCHER, HOW DO I GET A REFUND?

If you are returning an item, changing an item or an item was damaged/broken on delivery a refund of the purchase value will be made to a gift card within 14 days of proof of return. Unfortunately, we cannot refund to another payment method. If you wish for the refund to be placed on the same card please supply the gift card/voucher number.

WHICH PRODUCTS ARE EXCLUDED FROM THE REFUNDS AND RETURNS POLICY?

None of our products are excluded from our refunds and returns policy where the item is returned in a saleable condition or when faulty. None of the items must have been used in any way beyond the opening of the postage packaging and reasonable inspection of the goods.