Returns and Cancellation Policy
At Knoll we guarantee only to send you top quality plants, products and gifts and will inspect everything carefully before it leaves us to make sure it’s in tip top condition. We also do our utmost to package and protect everything so that it doesn’t get damaged on its way. However, if you do have a problem, here is what to do:
Please either phone on 01202 873931 between 10am and 5pm, Monday to Friday,
(Call cost will vary according to service provider) or email email@example.com
otherwise write to:
If we sent you something you hadn’t ordered please contact us within 7 days informing us of the problem. You can return it within 28 working days unused in its original packaging and you will not be charged.
Damaged In Transit
If your purchase is damaged in transit, please contact us within 7 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.
Damaged or Defective Goods
If you receive a plant that is in bad condition when you take it out of the box, contact us immediately. We will then ask you to send us a photograph so that there is no doubt as to it’s condition on arrival with you, as opposed to what it looks like by the time you return it to us. Bear in mind that plants look different depending on what time of year it is. If you choose a nice deciduous grass in the winter, remember it’s going to turn up trimmed back. It doesn’t mean there’s anything wrong with it, just that it’s in its dormant season and will perk up when the weather does. Perennial plants won’t even show above the soil level in a pot during the winter, but that doesn’t mean you’ve been fobbed off with a bunch of soil. However, provided that you have contacted us within 7 days of receiving the defective plant we will be happy to arrange for a refund or replacement once we have received the pictures and determined the cause of the problem.
To cancel an order, please drop us an e-mail firstname.lastname@example.org with details of the order you are cancelling. A charge may be made if the cancellation is done after the order or a part of the order has been dispatched.
You can return anything you’re not happy with within 28 days of receiving it provided you have contacted us within 7 days of receipt to advise of its return and that it’s not something you’ve tried out and not liked!
We will not pay the costs of returning an item to us.
Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return things.
To get a full refund, simply return the item to us in its original condition, within 28 days of cancellation.
If the item has been damaged, used or is not returned in its original state, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
If a plant is unavailable we will not substitute the plant with another variety unless instructed to do so by you.