Returns & Warranty Policy

 

Our Returns Policy

Thank you for shopping with Kent & Stowe. Please unpack your parcel and check the contents as soon as possible after delivery.

If you are not entirely satisfied with your purchase or have changed your mind, you may return any unused item within 30 days for a full refund.

Before returning anything, please contact our Customer Service team so we can discuss your options and confirm the correct return address:

Email:

customerservice@kentandstowe.com

Phone:

For purchases made on the Kent & Stowe online shop:
01480 774555
For products purchased through other retailers (in‑store or online):
01480 443789

 

Returns – Direct Purchases (Kent & Stowe Online Shop)

If you purchased directly from the Kent & Stowe online shop, you may return any unused item within 30 days for a full refund.

Items must be:

• Unused

• In the same condition you received them

• In their original packaging

Returns should be sent to:

Kent & Stowe, Sea Crest Nursery, Moulton Seas End, PE12 6LF, United Kingdom

Please retain proof of return until your refund has been processed, as items remain your responsibility until received by us.

Please contact Customer Services before sending anything back so we can confirm the correct return address and discuss suitable return options.

 

Refund Eligibility (Direct Purchases)

If a fault is confirmed with an item purchased directly from our online shop:

• We will provide a full refund if the issue is reported within 28 days of receiving your order.

• After 28 days, the product will be supported under our guarantee, and we will offer a replacement or a Kent & Stowe gift card to the value of the item.

 

Returns – Purchases from Other Retailers (In‑Store or Online)

If your Kent & Stowe product was purchased from another retailer, change‑of‑mind returns are handled by the retailer under their returns policy.

If your item has developed a fault or issue, please contact us so we can assist under our guarantee: customerservice@kentandstowe.com

Please include:

• Where and when the item was purchased

• A brief description of the issue

• Photos clearly showing the problem

Depending on the issue, we may arrange an inspection, repair, or replacement.

 

Damages and Issues

Please check your items as soon as you receive them and report any issues or damage within 30 days of delivery. This helps us assess the problem quickly and support you efficiently. We may ask for photos so we can understand the issue and guide you on the next steps.

If an item is confirmed as faulty or damaged:

• For direct website purchases:
– If reported within 30 days of receipt, we will provide a full refund.
– After 30 days, the item will be supported under our guarantee and we will offer a replacement or a Kent & Stowe gift card to the value of the item.
– If we request the item to be returned to us for assessment, we will arrange one of the following depending on the size of the product:
• For small items (e.g., hand tools, secateurs): we can send a pre‑paid returns envelope for easy return.
• For larger items: please return using your preferred carrier and we will refund the cost of postage once the return is received.

• For items purchased from other retailers (in‑store or online):
– Refunds are managed by the retailer you purchased from.
– Faults remain fully supported by the Kent & Stowe guarantee; please contact us with proof of purchase and photos and we will advise the next steps.

Please contact Customer Services before returning any damaged or faulty item so we can confirm the correct procedure.
At present, we are unable to arrange a collection service for returned items.

 

Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method within 5–7 working days.

Please allow additional time for your bank or card provider to process the refund. If more than 15 business days have passed since your refund was approved, please contact us at customerservice@kentandstowe.com.

 

Exceptions

Some items cannot be returned or refunded. These include:

• Gift cards

• Personalised or customised items

If you are unsure whether your item can be returned, please contact us and we will be happy to advise.

 

Warranties / Guarantee

All Kent & Stowe garden tools come with an extended guarantee ranging from 5 to 20 years, depending on the product. The guarantee period is shown on the product page and on product packaging.

Whether your item was purchased directly from our online shop or from another retailer, if you need to report a fault, please contact our Customer Service team: customerservice@kentandstowe.com

Please include:

• Your Kent & Stowe order number (for online purchases) or proof of purchase from the retailer

• Photos clearly showing the issue

• A brief description of the fault

We will assess the information and advise the next steps. Depending on the issue, we may ask for the item to be returned for inspection, repair, or replacement.