At DumboCart, we aim to ensure a delightful shopping experience for our customers while supporting our network of trusted vendors. Our return policy is designed to provide clarity for items related to plants, gardening tools, and related products while adhering to UK consumer laws.
1. General Return Guidelines
Eligibility for Returns
- Change of Mind: Customers can return most non-perishable items within 14 days of receipt, as per the Consumer Contracts Regulations 2013. Returns must be unused, in their original condition, and in the original packaging.
- Damaged, Faulty, or Incorrect Items: If your item arrives damaged, faulty, or not as described, you are entitled to a repair, replacement, or refund. Notify the vendor within 7 days of delivery with proof (e.g., photographs) of the issue.
- Vendor-Specific Policies: Each vendor may have their own return policies for specific products, especially plants and customized items. Please review the vendor’s policy on their product page before purchasing.
2. Items That Cannot Be Returned
- Perishable Goods: Live plants, seedlings, flowers, and perishable gardening products cannot be returned unless they arrive damaged or in poor condition.
- Customized or Made-to-Order Items: Personalized pots, planters, and bespoke gardening tools are non-returnable unless defective.
- Opened or Used Items: Once opened, soil, fertilizers, seeds, or other consumables are non-returnable for hygiene and safety reasons.
3. How to Initiate a Return
- Contact the Vendor: Visit your order details on DumboCart and reach out to the vendor directly via their vendor profile or messaging system. Provide your order number, proof of purchase, and details about the issue.
- Follow Vendor Instructions: Vendors may request additional details (e.g., photos of damage). For approved returns, the vendor will provide a return address and instructions.
- Shipping the Item: Ensure items are securely packed to prevent damage during transit.
4. Refunds
- Processing Refunds: Refunds will be issued to the original payment method within 14 days
- Processing Refunds: Refunds will be issued to the original payment method within 14 days of the vendor receiving and approving the returned item.
- Return Shipping Costs: Customers are responsible for return shipping costs for change-of-mind returns. For faulty, damaged, or incorrect items, the vendor will cover return shipping costs.
5. Plants and Live Goods Policy
We understand that live plants require extra care. Here’s how we handle such returns:
- Damaged Plants on Arrival: Report any issues with live plants within 48 hours of delivery with clear photographs. Damage caused by improper care after receipt is not covered.
- Plant Variations: Slight variations in color, size, or shape are normal for plants and are not considered defects.
6. Need Help?
If you experience issues with a vendor or need assistance with a return, please contact DumboCart support at support@dumbocart.co.uk or use our online support form. Our team will help mediate and resolve the issue promptly.
Legal Compliance
This policy aligns with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. To learn more about your rights as a consumer, visit the UK Government’s Consumer Rights website.