Refund Policy

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Soil Probiotic Ltd complies with all consumer protection regulations and has a policy of fairness to our customers and their legal rights.

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Depending upon when and how you purchased your products and your reason for return will affect how your request is processed. Business and Trade customers are treated differently to retail customers. Trade Account customers should contact your Soil Probiotic Ltd Sales Manager for information on returning products. The below applies to retail customers.

 

Please note that any item being returned to Soil Probiotic Ltd must be suitably prepared for transit, either in the original packaging ot a suitable alternative. Failure to do so may result in the courier refusing to collect.

 

1. I’ve Changed My Mind or Ordered by Mistake

If your item was bought online or over the phone you may cancel from the moment you place your order until 14 days from the day you receive your goods.

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You must notify Soil Probiotic Ltd within this cancellation period that you intend to return the goods by emailing us. You then have a further 14 days from the date to return the goods to us.

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The customer will bear the cost of returning unwanted items. Any refund may be subject to an adjustment regarding the original postage and packing fees from when the product was originally purchased.

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Refunds will be issued to the same method as the initial payment was made.

We are not able to accept returns under this section where the package has been opened or used.

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2 My Goods Are Damaged or Faulty

You have the legal right to a full refund if you return your faulty or damaged goods within 30 days of receiving them.

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You will need to inform Soil Probiotic Ltd of the fault within 30 days of receiving them by emailing us with photographic evidence of the fault or damage. We will then respond and agree the appropriate course of action regarding any refund.

Any refunds will be issued to the same method as the initial payment was made.

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3.Returning a Product Ordered in Store

If your item was bought in an independent store such as a garden centre or hydroponics outlet, you should deal directly with the store where purchased providing them with your proof of purchase. They will deal directly with your claim.

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4. Relevant Legislation

Your statutory rights for returning your shopping comes from - the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

These two regulations cover the return of unwanted goods bought online or over the phone and your right to return faulty goods bought online or over the phone.