Retail Area Returns Policy

At Shallowmead, we are committed to providing high quality plants, products and service. This aim of this policy is to be both fair and realistic, whilst at the same time protecting your statutory rights. If you are not entirely satisfied with your purchase, our returns policy outlines your rights and our procedures for returning items. A purchase denotes acceptance of this policy whilst leaving your statutory rights unaffected.

Your Statutory Rights
Under the Consumer Rights Act 2015, you are entitled to:
• A full refund if an item is faulty, not as described, or unfit for purpose, and the issue is reported within 30 days of purchase.
• A repair or replacement if a fault arises after 30 days but within six months. If repair or replacement is not possible or unsuccessful, you may be entitled to a refund. If a fault develops after six months but within a reasonable timeframe, consumers may still be entitled to a remedy, but they must prove that the fault was present at the time of purchase.
These rights apply to all products bought instore, except for the exclusions listed below. *1

Discretionary 7 Day Returns for Unused and Unopened Items purchased Instore
At our discretion, we may offer a 7-day money back guarantee for non-faulty items purchased instore, provided they meet the following conditions. *1
• The item is unused, undamaged, and in resalable condition.
• The original packaging is intact and not damaged.
• You provide a valid receipt or proof of purchase.
NB. Original packaging is not required for faulty goods. Proof of purchase (such as a receipt, bank statement, or order confirmation) is necessary.

Exclusions from the 7 Day Discretionary Returns Policy
The following items are non-returnable unless they are faulty, damaged or do not match their description. *1
• Plants & Perishables: Live plants, seeds, bulbs and other perishable items.
• Custom Orders: Products that are made to order, specially ordered or customized.
• Gift Cards & Vouchers are non-refundable and cannot be exchanged for cash, except where required by law (e.g. if faulty or incorrectly issued).
• Food Products & Consumables: Items that have a limited shelf life or are perishable.
• Opened or Damaged Items: Products with broken seals or damaged packaging (unless faulty).
• Items purchased online: Please see section below for online purchases.

Faulty or Damaged Items
If an item is faulty, damaged, or not as described, you are entitled to a replacement, repair, or refund in the following ways:
• Within 30 days: Full refund, repair, or replacement.
• After 30 days (but within six months): Repair or replacement. If this is unsuccessful, a refund may be offered.
Please return the item as soon as possible with proof of purchase.

Returning Online Orders
For online purchases, returns can be made by post or instore. Please contact our Customer Service team at [email protected] for instructions. Online orders follow the same legal rights as instore purchases, but additionally, customers have 14 days from the day after they receive their goods to notify us of their intent to return. They then have an additional 14 days to return the item. Shallowmead will cover the return postage costs for faulty or misdescribed goods bought online.
The customer is responsible for the cost of return for items that are not damaged, not faulty or not incorrectly described. For example, if a customer has changed their mind.

How to Return an Item
• Return your item to our customer services desk along with your proof of purchase.
• Speak to a staff member about how you wish to proceed.
Refunds will usually be processed within 5 business days of receiving the returned item, or within 14 days at the latest as required by law.

(*1) In all circumstances, this policy does not affect your statutory rights regarding faulty goods, damaged or misdescribed goods.

Mabel’s Refund Policy
This policy outlines our approach to refunds and does not affect your rights under the Consumer Rights Act 2015 or any other applicable UK law.

Under the Consumer Rights Act 2015, you have the right to expect that any goods (including food and drink) are:
• Of satisfactory quality i.e. safe, fresh, and free from defects.
• Fit for purpose, i.e. suitable for consumption.
• As described: i.e. matching the information provided.
If your purchase does not meet these standards, you are entitled to a refund, repair, or replacement. As with retail goods, you also have a short-term right to reject faulty goods for a full refund within 30 days, if your food preparation or service is not carried out with reasonable care and skill.

Refund eligibility
We will provide a refund or replacement in the following situations:
• Faulty or Poor-Quality Items: If your food or drink is spoiled, undercooked, burnt, contaminated, or otherwise faulty, we will offer a replacement or full refund.
• Incorrect Orders: If you receive the wrong item or it is not as described, and we cannot correct it promptly, you are entitled to a replacement or refund.
• Allergen or Dietary Errors: If a dish is prepared incorrectly despite a clearly stated dietary or allergen request, we will provide a full refund or replacement. Please help us by checking your allergen request is correctly noted on your receipt.
• Service Issue: If service is unreasonably delayed (e.g. a wait of more than 30 minutes without prior warning) or there is a significant service failure, you may be entitled to a partial refund, discount or other resolution.

Situations Where Refunds Are Not Typically Given (Unless Required by Law)
• Change of Mind: We do not provide refunds if you decide you no longer want your food or drink after purchase unless as protected by your statutory rights.
• Dissatisfaction with Taste: If the food is correctly prepared and of satisfactory quality but does not match your personal preference, we cannot offer a refund.
• Late Arrivals or No-Shows: If you arrive significantly late or miss a booking, any non-refundable deposit will be retained, as clearly stated at the time of booking.
• Partially Consumed Items: If you notice a problem after consuming part of your meal, your statutory rights still apply. However, reporting issues as soon as possible helps us resolve them efficiently. A refund is significantly less likely to be granted unless the food was demonstrably (can be seen to be) not of satisfactory quality, incorrectly described on the menu, or served with a serious issue.

How to Request a Refund
If you experience an issue while dining, please see a member of staff immediately and ask to speak with the manager.