Refund policy

Eden Horticulture – Trade Returns & Credits Policy (B2B)

Last updated: 21 October 2025

We’re here to keep you growing. To resolve issues quickly and fairly, all returns, damages, missing items and pricing queries must be logged via our returns portal: 

Returns Portal

1) Who this policy covers

  • Trade/B2B customers only. Consumer (CRA 2015) rights do not apply.

  • By placing an order you agree to this policy and process.

2) What must be logged on the portal (and when)

Log the following at edenhorticulture.co.uk/returnsportal:

  • Damages & Missing Items: within 48 hours of delivery.

    • If the parcel/pallet looks damaged, please sign the courier POD as “Damaged” at the point of delivery. “Unchecked” is not accepted for damage claims.

  • Pricing Discrepancies: within 5 working days of invoice.

  • Unwanted / Ordered-in-Error: request within 14 days of delivery. (See Section 6 for conditions and fees.)

Claims not raised via the portal and within the timeframes may be declined.

3) Evidence we need (upload on the portal)

To resolve fast, please include:

  • Photos of outer carton/pallet (all sides), courier label, any damage, inner packaging, and the product(s).

  • Packing slip and weight label if present.

  • Serial numbers / batch numbers where applicable.

  • For lighting/electrical: include plug/pins, driver/ballast, wiring, any burn marks or faults.

4) RMA numbers & sending goods back

  • Every approved case receives an RMA ID by email from returns@edenhorticulture.co.uk.

  • Print the RMA and place it inside the box, and write the RMA on the outer label.

  • Goods arriving without an RMA may be refused and returned.

Return address:
Eden Horticulture,
10 Hortonwood West, Queensway,
Telford, TF1 6AH, United Kingdom

5) Carriage & collections

  • If we confirm an Eden fault (wrong item, confirmed damage/shortage, confirmed product fault): we’ll arrange courier at our cost or provide a prepaid label.

  • Unwanted / Ordered-in-Error / No-Fault-Found: customer covers carriage. If you don’t have a shipping facility, we can arrange a courier collection at charge (billed at our net cost).

  • Collections are courier-only (no rep pickups).

6) Unwanted / Ordered-in-Error

  • Must be requested within 14 days, item unopened, unused, in original, resaleable packaging.

  • 20% restocking fee applies plus outbound & return carriage.

  • Items returned used/opened/marked will be refused and returned at your cost.

Non-returnable unless faulty:

  • Opened nutrients/consumables

  • Clearance items

  • Bulbs/lamps once powered/on

  • Opened/assembled tents & fabric items (unless defective)

7) Damages & shortages (received items)

  • Report via portal within 48 hours.

  • If outer packaging looked damaged, ensure the POD was signed “Damaged”.

  • Provide required photos (Section 3).

  • For pallet deliveries, damages/shortages must be noted on the POD or the delivery may be deemed accepted in full.

8) Dead-on-Arrival (DOA), warranty & repairs

  • No advanced replacements are offered.

  • After basic triage, we’ll advise the route:

    • Some brands are handled manufacturer-direct (you’ll be instructed in your RMA email).

    • Others are handled by Eden (return to Telford for inspection/repair/replacement per brand policy).

  • If an item is tested and No Fault Found (NFF), we’ll return it and charge £15 bench test fee + return carriage.

9) Kits, bundles & partial returns

We sell many kits/bundles. If you return part of a kit:

  • We’ll apportion the kit price for the individual item(s) based on the original invoice when calculating any credit.

  • Non-returnable kit components (see Section 6) cannot be credited unless faulty.

10) Credits, refunds & timing

  • Credits are issued to your trade account (credit note) only.

  • Once goods are received and inspected, credits are typically processed within 5–10 working days (we’ll always try to be quicker).

  • Where deductions apply (restocking, carriage, NFF fee), these will be itemised on your credit note.

11) Pricing & typographical errors

We work hard to keep pricing accurate. If a clear pricing or typographical error occurs, we may cancel or amend the affected order/line and will notify you promptly.

12) Warranty & manufacturer-direct routes

  • After the DOA window, faults are handled under warranty.

  • Some brands are manufacturer-direct; others handled by Eden. The route is confirmed in your RMA email. Turnaround varies by brand.

Need help?

For status updates, reply to your RMA email thread from returns@edenhorticulture.co.uk.
General queries (not for logging claims): 01952 455725 or your account manager.

Our new Returns portal is the quickest route: clear tracking, fewer delays, faster credits. Log your case there and we’ll get it sorted.