Cancellation & Cooling-Off Rights

Last updated: 19 August 2026

If you are a consumer buying from us online, the law gives you a right to cancel your order and return the goods for any reason. This policy explains that right, how to use it, and how it sits alongside our own 30-day returns window.

Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of the day you (or someone you nominate) physically receive the goods. Where an order is delivered in multiple parcels, the 14 days run from the day you receive the last item.

You do not need to give a reason, and the item does not need to be faulty.

Our own returns window

On top of the statutory 14 days, we accept returns of unused goods in their original condition for up to 30 days from delivery. Where the two overlap, whichever gives you more is the one that applies.

How to cancel

Tell us clearly that you want to cancel before the 14 days are up. Email support@thewindmillnursery.co.uk or call +44 1226 765599 with your order number. Any clear statement is enough — you may also use the form below.

Model cancellation form

To: The Windmill Nursery, Whitley Rd, Sheffield S36 9NY, United Kingdom — support@thewindmillnursery.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [description]. Ordered on / received on: [date]. Order number: [number]. Name of consumer: [name]. Address of consumer: [address]. Date: [date].

Returning the goods

After telling us you are cancelling, send the goods back within 14 days. We will confirm the return address when you contact us — please do not send anything back before you have it.

You are responsible for the cost of returning the goods when you cancel simply because you changed your mind. If the goods are faulty, damaged or not as described, we pay the return cost — see Damaged, Faulty or Missing Items.

Please take reasonable care of the goods while they are in your possession. You may handle them as you would in a shop, but if their value is reduced because you handled them more than that, we may deduct that reduction from your refund.

Your refund

We refund the full price you paid, including the standard delivery charge you were charged on the order (UK delivery is currently free, so in most cases there is nothing extra to refund).

We issue the refund to your original payment method within 14 days of receiving the goods back, or within 14 days of you providing proof that you sent them back, whichever happens first. How quickly the money reaches you after that depends on your bank or payment provider.

When the right to cancel does not apply

The statutory cancellation right does not apply to:

goods made to your specification or clearly personalised;
sealed goods that are not suitable for return for health or hygiene reasons once unsealed;
goods that, after delivery, are inseparably mixed with other items.

Being on sale or reduced does not remove your right to cancel. Clearance items carry the same cancellation right as full-price items.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.