Returns & Refunds Policy

We want you to be completely satisfied with your purchase. This policy explains your rights and our procedures if you need to change, cancel, or return an order. 

1. Order Changes & Cancellations 

• Once an order has been placed, we may not always be able to amend it. However, if you contact us as soon as possible, we will do our best to intervene before your order has been packed or despatched.
• If you wish to add products, change delivery details, remove items, or cancel your order entirely, please contact Customer Services on 0330 165 5568. Please note that emails may not be addressed prior to the despatch of your order.
• Orders placed before 12 noon Monday to Friday are normally despatched the same day. After this point, changes or cancellations are unlikely to be possible.
• If your order has already been despatched, you will need to follow our returns procedure. 

Please note: Some products cannot be cancelled, refunded, or exchanged (see Section 5). 

2. Missing, Damaged or Incorrect Orders 

• If your order arrives incomplete, damaged, or you received the wrong items, please notify our Customer Services team within 48 hours of delivery on 0330 165 5568 or email info@progreen.co.uk.
• If damage is visible at delivery, you may refuse the parcel and the courier will return it to us free of charge.
• Where applicable, we will arrange replacement or refund as quickly as possible. 

3. Returns Procedure 

• All returns must be agreed in advance with our Customer Services team.
• To arrange a return, please contact us on 0330 165 5568 or email info@progreen.co.uk.
• Goods must be returned in an unused, unopened and resaleable condition.
• Unless agreed otherwise, the customer is responsible for return costs. In some cases (e.g. hazardous products) we will need to arrange collection via ADR-registered couriers; the cost of this will be charged at cost and deducted from your refund. 

4. Refunds 

• Refunds will be made to the original payment method.
• Refunds are processed within 7 working days of us receiving the returned goods in acceptable condition, or within 7 working days of your cancellation request if goods have not yet been despatched.
• Where goods are faulty or not as described, a full refund or replacement will be provided. 

5. Products We Cannot Cancel, Refund or Exchange 

Due to the specialist nature of our products, the following items cannot be cancelled, refunded, or exchanged unless faulty or not as described: 

• Live biological products (e.g. nematodes).
• Grass seed after 14 days from purchase.
• Products that have been made or ordered specifically for you.
• Products of a perishable nature or with a specific use-by date.
• Any equipment that has been used.
• Products supplied or despatched directly by third-party providers (these will be subject to their own terms).
• Training courses (these operate under separate refund terms and conditions). 

6. Consumer Rights 

• Under the Consumer Contracts Regulations 2013, if you buy online or by phone you are entitled to cancel your order within 14 days of receiving your goods.
• This right does not apply to goods that are:
  • Made to your specification,
  • Perishable or liable to deteriorate quickly,
  • Sealed goods that have been opened and cannot be returned for hygiene/safety reasons.
• If you wish to cancel within this period, you must keep the goods in your possession and take reasonable care of them until they are returned. 

7. Faulty Goods 

• If any product is faulty, not as described, or develops a fault within 30 days of delivery, you are entitled to a replacement or full refund. 

8. Complaints & Feedback 

We always strive to provide excellent products and service. If you have any feedback or wish to make a complaint, please contact our Customer Services team on 0330 165 5568 or email info@progreen.co.uk so we can put things right.