Refunds and returns
Start by telling me what happened. Do not post anything back before you have, because I may not need it returned and I would rather you did not spend the postage.
Before it has been sent
Change your mind before an order goes in the post and you get all of it back, including the postage. Just tell me. Orders are packed by hand, so there is usually time.
If I got it wrong
Wrong variety, wrong quantity, or it arrived damaged: that is mine. Tell me within fourteen days of it arriving, with a photograph if there is something to see, and you can have a replacement or a refund, whichever you would rather. I pay any postage involved.
What cannot come back
Seed. Once a packet has left here I have no way of knowing how it has been kept, and I will not sell it on to somebody else afterwards. So seed is not returnable for a change of mind.
Plants and tubers. They are collected in person, so look at them before you take them. Once something living leaves with you, how it is planted and watered is out of my hands.
If it does not grow
There is no germination guarantee, and the reasons why are on the terms page. Storage, sowing depth, watering, weather and slugs are all outside my control, and any of them will stop a seed coming up.
That said, if a whole packet does nothing and you have grown things before, tell me. It may be my seed rather than your garden, and where it looks like my end I will put it right. I would rather hear about it than not.
If it never arrived
Ordinary postage has no tracking, which is why it costs what it does. If an untracked order does not turn up, neither of us can find out what became of it, and I cannot refund or replace it. That risk is the trade for the cheap rate, and it is why tracked postage exists.
A tracked order that goes missing is mine to sort out.
How a refund is paid
Back the way it came. A card payment is refunded to the same card, and your bank usually takes another five to ten working days to show it. An e-transfer is refunded by e-transfer to the address you sent it from.
I process refunds within two working days of agreeing one. The wait after that is the bank's, not mine.
Nothing here removes your legal rights
Canadian consumer protection law gives you rights that cannot be signed away, and they apply whatever this page says.
Starting one
Use the contact form and include your order number if you have it. I will reply.