Damaged, Faulty or Missing Items

Last updated: 19 August 2026

If your order arrives damaged, faulty, incorrect or incomplete, we will put it right. This policy explains how to report it, what we need, and what you are entitled to.

Report it as soon as you can

Please tell us as soon as possible, ideally within 48 hours of delivery for transit damage or a missing parcel — carrier claim windows are short and prompt reporting makes resolution much faster.

The 48-hour guideline helps us pursue the carrier. It is not a deadline on your legal rights. Your rights under the Consumer Rights Act 2015 apply regardless of when you report a fault, and we will not refuse a valid claim because it was reported after 48 hours.

What to send us

your order number;
a description of the problem and which item or part it affects;
clear photographs of the damage or fault, and of the outer packaging and any labels where the item arrived damaged;
for a missing item, a photograph of everything you did receive, including the packing note.

Email it to support@thewindmillnursery.co.uk. Please keep the item and its packaging until the claim is resolved — we may need the packaging for a carrier claim.

Your rights under the Consumer Rights Act 2015

Within 30 days of delivery you have the short-term right to reject faulty goods and get a full refund.
Within the first six months, if the goods cannot be repaired or replaced, or the attempt fails, you can claim a refund or price reduction. A fault appearing in this period is presumed to have been present at delivery unless we can show otherwise.
After six months, you keep these rights for up to six years in England, Wales and Northern Ireland (five in Scotland), but may need to show the fault was present at delivery.

Goods must be of satisfactory quality, fit for purpose and as described. Where they are not, the remedy is yours to choose within the limits the Act sets.

Wrong or incomplete orders

If we sent the wrong item, we arrange collection and send the correct one at our cost. If a part is missing from a flat-pack item, we will normally send the part rather than replace the whole product — tell us the part reference from the instruction sheet where you can.

Return costs

Where an item is faulty, damaged, incorrect or not as described, we pay all return and collection costs. You will never be asked to pay carriage on a valid fault claim. Return costs only fall to you where you are simply changing your mind — see Cancellation & Cooling-Off Rights.

Refund timing

Accepted refunds are issued to your original payment method within 14 days of us receiving the goods back or of you providing proof of return, whichever is sooner.