At Westland Store, we take pride in providing high-quality eco-friendly garden products and wildlife-friendly supplies. We want you to be completely satisfied with your purchases of bird feeders, compost, climbing plants, and all our sustainable gardening essentials. If you’re not happy with your order, our straightforward returns policy makes it easy to request a return or exchange.
Our Returns Policy
You may return most items within 15 days of delivery for a refund or exchange. To be eligible for a return:
- The item must be unused and in its original packaging
- You must provide proof of purchase (order number or receipt)
- The item must not be on our non-returnable list (see below)
Non-Returnable Items
For health and safety reasons, we cannot accept returns on the following products:
- Animal Repellents (opened or used products)
- Fat Balls & Suets (perishable wildlife food items)
- Bird Seed (opened packages)
- Fertiliser & Fungicide (chemical products)
- Bedding Plants & Fruit Trees (live plants)
These exceptions help us maintain our commitment to wildlife safety and product quality.
How to Initiate a Return or Exchange
Follow these simple steps to process your return or exchange:
- Contact our customer service team within 15 days of receiving your order by emailing [email protected] with your return request. Use the template below to ensure we have all necessary information.
- Wait for return authorization – We’ll email you within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number.
- Package your return – Securely pack the item(s) in the original packaging if possible, including all tags and accessories.
- Ship your return – Send the package to our warehouse at the address provided in your authorization email. We recommend using a trackable shipping service as we cannot be responsible for lost returns.
Return Request Email Template
Subject: Return Request – Order #[Your Order Number]
Dear Westland Store Customer Service,
I would like to request a [return/exchange] for my recent order (#[Your Order Number]).
Item(s) to return: [Product Name(s)]
Reason for return: [Please specify – wrong item, damaged, not as described, etc.]
Preferred resolution: [Refund/Exchange for [Product Name]]
Please advise next steps at your earliest convenience.
Best regards,
[Your Full Name]
[Your Contact Information]
Refund Processing
Once we receive your return:
- We will inspect the returned item(s) within 3 business days
- If approved, your refund will be processed to your original payment method
- Refunds typically appear in your account within:
- Credit/Debit Cards: 5-10 business days
- PayPal: 3-5 business days
- For exchanges, we will ship your replacement item once the return is received
Note: Original shipping fees are non-refundable. For exchanges, we’ll cover standard shipping costs for the replacement item.
Damaged or Incorrect Items
If you receive a damaged item or incorrect product (like the wrong type of bird box or garden hose):
- Contact us immediately at [email protected]
- Include photos of the damaged item or incorrect product
- We’ll arrange for a replacement or refund without requiring you to return the item
Sustainable Returns
As part of our commitment to the environment, we work with local wildlife organizations to responsibly dispose of or repurpose returned garden products when possible. A portion of restocking fees supports habitat conservation projects.
International Returns
For customers outside our main service areas (excluding Asia and remote regions):
- You are responsible for return shipping costs
- Customs fees are non-refundable
- Please mark the package as “Returned Goods” to avoid additional charges
If you have any questions about our returns policy or need assistance with your garden product return, please contact our friendly customer service team at [email protected] or +44 (0)20 7946 0958.
Thank you for supporting ethical gardening and wildlife conservation through your purchases at Westland Store.