At Outlet Green Shrub Hub, we want you to be as satisfied with your gardening purchases as you are with your flourishing plants. Should any item not meet your expectations, our returns policy is designed with the same care we apply to our horticultural products.

Eligibility for Returns & Exchanges

We happily accept returns or exchanges within 15 days of delivery for most items, provided they are:

  • In original, unused condition
  • In their original packaging (RootGuard™ packaging must be intact for plants)
  • Accompanied by proof of purchase

Non-Returnable Items

To protect our customers’ gardens, we cannot accept returns of:

  • Opened fertilisers & plant food (due to biosecurity regulations)
  • Personalised or custom-ordered shrubs/trees
  • Used lawnmowers (must be returned in original sealed packaging)

Our Simple 3-Step Return Process

  1. Initiate Your Return
    Email our customer care team at [email protected] with:
    • Your order number
    • Item(s) you wish to return
    • Reason for return
    • Whether you prefer exchange or refund
  2. Package Your Items
    Securely repackage items in original packaging. For plants/shrubs, please maintain moisture levels during transit.
  3. Ship Your Return
    We’ll provide return shipping instructions. For exchanges, we’ll ship your new item once we receive your return.

Return Shipping Options

Service Cost Processing Time
Standard Return (DHL/FedEx) $12.95 (deducted from refund) 5-7 business days
Economy Return (EMS) Free for exchanges 10-15 business days

Refund Information

Once we receive and inspect your return:

  • Timing: Refunds processed within 3-5 business days
  • Method: Issued to your original payment method (Visa, MasterCard, JCB, PayPal)
  • Amount: Full item price minus shipping costs (unless return is due to our error)

Note: Bank processing times may add 2-5 business days before refunds appear on your statement.

Exchange Policy

Prefer a different gardening solution? We offer hassle-free exchanges for:

  • Different shrub/tree varieties (subject to availability)
  • Alternative lawnmower models
  • Seed substitutions

We’ll cover standard shipping costs for exchanges of equal or greater value.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Outlet Green Shrub Hub Team,

I would like to request a [return/exchange] for my recent order (#[Order Number]).

Item(s) for return:
– [Product Name] (Quantity: X)
– [Product Name] (Quantity: X)

Reason for return: [Please specify – e.g., incorrect item, damaged during shipping, changed mind]

Preferred resolution: [Refund/Exchange for (specify preferred item)]

Please advise on return shipping instructions. The items are in their original condition and packaging.

Best regards,
[Your Full Name]
[Your Contact Email]
[Your Contact Phone Number – optional]

Damaged or Incorrect Items

If your gardening supplies arrive damaged or incorrect, contact us immediately at [email protected] with photos of the issue. We’ll arrange a free replacement or return at no cost to you.

Our customer care team is available to help your gardening journey thrive. For any questions about returns, reach us at:

Outlet Green Shrub Hub
28 Rosemount Viaduct
Aberdeen, GB AB1R 4WU
Email: [email protected]