• 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 apologies for any inconvenience caused. If you call us on 0044 1902 376373 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 0044 1902 376373 or email [email protected] our friendly and helpful team will help resolve the issue as quickly as possible.

CAN I EXCHANGE MY ORDER NOW IT HAS BEEN DELIVERED?

David Austin Roses in the majority of cases cannot offer a refund or exchange for roses delivered to the European Continent where the product is not damaged or faulty. Although a consumer has the right to withdraw from the sale within 14 days, the roses must be returned in a saleable condition. Due to roses being a living plant, they will most likely not be saleable when returned. Please contact us as soon as possible to arrange the return or exchange and we will inspect the goods upon return.

If you wish to exchange a non-rose product you have ordered please call us on 0044 1902 376373 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 non-rose 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 by post 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 and be traceable (Recorded Delivery).
Please make all returns out to: FAO Returns Dept., David Austin Roses Ltd, Bowling Green Lane, Albrighton, Wolverhampton WV7 3HB, GB.

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 0044 1902 376373 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.

HOW LONG WILL IT TAKE TO GET A REFUND?

All refunds, where applicable, will be made within 14 days of proof of return of faulty or unwanted goods. We do not store your card details at any time for your security and may therefore need to correspond with the payee to make the refund. We therefore advise you report the need for a return and refund as soon as possible.

HOW LONG DO I HAVE TO RETURN AN ITEM?

Faulty/Damaged items (Roses):

David Austin Roses offers a 5 year guarantee and life time support for any rose ordered directly from David Austin Roses. This means that if anything is wrong with your rose within the first 5 years we will be happy to discuss helping get your rose flourishing or a replacement if necessary, just call 0044 1902 376373. After the first 5 years our team are available from 9am – 5pm GMT on 0044 1902 376373 or [email protected] to help make sure you’re getting the best possible experience from your roses.

Faulty/Damaged items (Non-rose items):

Under EU Regulations you have 14 days from final delivery of an order to return any unwanted or faulty items. We apologise for any inconvenience caused and will do our best to replace or refund your order a soon as possible. We may ask for proof of damage or faulty goods and items will be checked upon return.

Unwanted Items (Roses)

David Austin Roses in the majority of cases cannot offer a refund for roses delivered to the European Continent where the product is not damaged or faulty. Although a consumer has the right to withdraw from the sale within 14 days, the roses must be returned in a saleable condition. Due to roses being a living plant, they will most likely not be saleable when returned. Please contact us as soon as possible to arrange the return and we will inspect the goods upon return. The cost of returning the order must be met by the customer.

Unwanted Items (Non-rose items)

You have 14 days from final delivery of an order to return any unwanted or faulty items. However, we advise that you contact us as soon as possible about your need to return your order. All items must be returned in a saleable condition (Deductions may be made for signs of unreasonable use). The cost of returning the order must be met by the customer.