Refund & Exchange Policy
Although we are committed to selling high-quality products, we hope you will enjoy, there may be times you wish to have a product refunded or exchanged.
Please make sure that you check your items carefully before you leave the centre, as some discrepancies cannot be rectified after you have left. We also recommend you keep your receipt, as you will need proof of purchase in the event of any after-sales queries.
Blue Diamond reserves the right to ask for proof of purchase in order to consider a request for refund or replacement product.
If your product is faulty or defective in any way, we will issue a full refund upon proof of purchase with a valid receipt along with the return of product (s) in question.
Refunds and exchanges are available (excluding food) providing the goods are returned in their original condition, undamaged with the original labels on and in a saleable condition within 30 days of the date of proof of purchase.
If no receipt is presented, gift vouchers may be given at the manager’s discretion.
All items purchased within Sale must be returned within 14 days of the date on the proof of purchase. We are unable to accept any returns or exchanges without proof of purchase.
We guarantee all hardy nursery stock, shrubs and specimens for 5 years with proof of purchase.
Items are covered under the standard returns policy as set out above. Gift vouchers are non-refundable. If you have purchased garden furniture online, and wish to return the items in line with the above terms, we will refund the price paid of the furniture minus the delivery charges. We will arrange a collect of the furniture from your local branch of Blue Diamond.
If you have had the item for less than 30 days and can provide proof of purchase, we will give a full refund using the original payment method.
After 30 days and up to 1 year, we will endeavour to repair the product. If this is not possible, we will offer you a replacement.
All furniture and BBQ’s are excluded from our 28-day guarantee, however, if a fault develops the above point still applies
If the faulty product cannot be repaired, we will arrange a replacement within one year.
Whichever Blue Diamond Garden Centre you visit, we want you to feel happy you are paying the best price in your local area! We pride ourselves on offering you quality products at fair prices.
Our price promise scheme applies to any ‘price match’ and ‘refund the difference’ promotions.
- The products must be equal. I.e. products must be in stock, the same product specification, the same brand and sold with the same service conditions.
- We will not match competitors who are in administration or closing down; coupon and auction websites; factory outlets; market stalls; or end of season clearance, promotions or sales prices.
- Where prices are matched under the price promise scheme, money back vouchers will not apply.
- Our price promise does not apply to any sale or discounted products, or any being sold under special offer or promotion.
- Internet price match is applicable only when the identical product is readily available and postage/delivery charges are taken into account. Product specifications must be confirmed before any refunds are issued.
- Proof of price must be demonstrated.
- Our price promise policy will only be valid for up to and including 14 days after the purchase has been made.
If you have any further questions please ask for a member of staff at customer services.
Blue Diamond strives to be competitive on all our products. If you have any feedback on our pricing structure in any of our range of departments, please contact the Blue Diamond Group Head Office, PO Box 350, St Peter Port, Guernsey, GY1 3XA.
5 Year Plant Guarantee
Blue Diamond Garden Centres are committed to providing customers with the best quality plants guaranteed.
We are so sure of the high quality of our plants that we offer a 5-year guarantee on all hardy nursery stock from the date of purchase.
If, after proper care of the plants is carried out (including but not limited to, providing water, fertiliser and insect and disease control) any of these plants fail to establish within 5 years of purchase, the plants will be replaced at the same size and quantity as at original purchase or we will issue a full refund. This is dependant upon proof of purchase with a valid receipt along with the return of plant/s in question. Please note that extreme climate conditions may invalidate this guarantee.
This 5 year guarantee does not affect or alter our statutory rights in any way.
Employees of Blue Diamond Group, their family members or anyone else connected in any way with a competition shall not be permitted to enter.
No cash alternative to the prizes will be offered. The prizes are not transferable. Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value.
The winner will be notified by social media or email and/or letter within 28 days of the closing date. If the winner cannot be contacted or does not claim the prize within 14 days of notification, we reserve the right to withdraw the prize from the winner and draw a replacement winner.
Blue Diamond will notify the winner when and where the prize can be collected.
By entering a competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.
The winner agrees to the use of his/her name in any publicity material. Any personal data relating to the winning member or any other entrant members will be used solely in accordance with our data protection terms and conditions.
Recycling and Plastic Use Policy
Blue Diamond Group of Garden Centres, Plant Department, Retail Environmental Policy Statement on Plastic and Expanded Polystyrene Use.
Blue Diamond Group of Garden Centres (Blue Diamond) recognises that waste plastic is a huge environmental issue, not least due to the negative impact on the marine environment.
Blue Diamond is therefore committed to minimising its use of plant pot plastics, reducing the environmental impact of waste plant pot plastics and to beating the national target of eliminating avoidable plastic waste before the end of 2042.
In order to achieve these commitments Blue Diamond Plant Department has implemented the following environmental policy; -
1. Blue Diamond is working in partnership with the horticultural industry and its suppliers to reduce and eliminate harmful plant pot plastics.
2. Already the majority of plant pot plastic which is stocked in the Plant Departments within Blue Diamond is made of recycled plastic and can be recycled.
3. Blue Diamond is, however, working with all its horticultural suppliers towards ensuring that only a combination of kerbside recyclable and recycled material is used in the production, packaging and sale of plants. This material will be carbon pigment-free and kerbside recyclable.
4. Blue Diamond aims to eliminate the use of non-recycled/non-kerbside recyclable plant pot plastic within its centres by the end of 2020.
5. Blue Diamond will encourage customers, employees and suppliers to reduce the use of plant pot plastic and to use only kerbside recyclable plant pot plastics. Blue Diamond will provide recycling opportunities at each of its garden centres for the plant pot plastic waste. This scheme will be introduced in 2019.
6. Blue Diamond aims to eliminate the use of expandable polystyrene in its plant products by the end of April 2019.
7. Blue Diamond undertakes regular audits of its suppliers to ensure suppliers are doing all they can to eliminate the use of non-recyclable plant pot plastics and expanded polystyrene to ensure these materials are eradicated from Blue Diamond’s plant products.
8. Blue Diamond is working with plant suppliers to encourage the use of recycled water in the production of their plant products and to use Biomass fuels and/or other renewable energy sources for the heating of glass houses. The majority of plant suppliers have been doing this already for a number of years.
9. Blue Diamond is aiming to be at the forefront of the development of new packaging that reduces the use of plant pot plastic altogether.
THE DIAMOND CLUB
1. Diamond Club General Terms & Conditions of Memberships
1.1. All applications to join and participation in the Diamond Loyalty Scheme will be regarded as full acceptance of Blue Diamond Ltd Terms and Conditions. Additional terms and conditions may apply for individual offers within the scheme at Blue Diamond’s discretion. Members participating in these individual offers and benefits, will be considered to have accepted any additional terms and conditions.
1.2. Blue Diamond reserves the right to refuse an application for any reason.
1.2a. Blue Diamond colleagues are not entitled to join the scheme and are not able to take advantage of Diamond Discount days or free hot drinks weeks. Changes to this rule will be announced internally if the company wishes to open an offer to Blue Diamond colleagues.
1.3. All applicants must be aged 18 years or over and be a resident of the United Kingdom or the Channel Islands.
1.4. Each member is entitled to one Diamond Club card account only per person.
1.5. It is the responsibility of a member to inform Blue Diamond of any changes in their email address or given membership details.
1.6. Blue Diamond reserves the right to decline issue of membership, terminate membership or refuse voucher redemption through the loyalty scheme if there is reasonable belief of: any breach or attempted breach of the terms and conditions relating to the scheme; any behaviours relating to the scheme that involves theft, misconduct or offensive nature; or supplying false or misleading information.
1.7. The Diamond Loyalty Card may not be used at any concession stores that are not owned by Blue Diamond Group.
1.8. Diamond Club Membership cards are the responsibility of the member, along with any security details given in relation to the members’ account.
1.9. Blue Diamond Ltd cannot be held responsible for any loss or theft of a member’s Club Card.
1.10. If a Diamond Club card is lost or stolen, replacements can be applied for through our online web form and at the garden centre.
2. Diamond Club Emails
2.1. If you have joined the Diamond Club and completed the online or in store application form, agreeing to the terms and conditions automatically means you have agreed to receive marketing communications from Blue Diamond Group. You may opt out of receiving marketing communications at any time by unsubscribing from one of our emails.
2.2. Unsubscriptions: Please note that if you unsubscribe to any email sent by firstname.lastname@example.org, this means that you automatically unsubscribe to all Blue Diamond emails including our monthly offer emails. If you receive an email which is about a centre specific event or anything other than our monthly offers and you do not wish to receive these particular emails, please advise us by submitting a contact form here.
2.3. If you have consented to receive emails but are not receiving them, please contact your local garden centre and it will be investigated. By agreeing to our terms and conditions, members agree to understand that some Internet Providers may block or blacklist incoming Diamond Club mailers depending on the Internet Service Provider’s system settings. Blue Diamond Group actively carry out regular spam tests to ensure our mailers are not regarded as spam or junk and to the best of the groups’ ability investigate blacklistings.
a) In order for your Internet Service Provider to lift a blacklisted email address, you must make a request directly to your Internet Service Provider to lift the block. Simply contact your Internet Service Provider and make a request to allow emails to come through to your inbox from email@example.com. Alternatively, you may have access to amend these restrictions through your email folder settings.
b) There will be cases where Diamond Club mailers may go directly to the email user’s junk mailbox without forewarning.
3. Diamond Club - Selected Free Hot Drink Weeks
3.1. This offer applies to any hot drink served at Blue Diamond Group's restaurants or cafes. Hot drinks offered include americano, cappuccino, latte, tea (including loose leaf and speciality teas), mocha, espresso and hot chocolate. Decaffeinated versions also available.
3.2. Offer available to all Blue Diamond Loyalty Club card holders on presentation and record taken of card at the restaurant till point in order to activate the offer.
3.3. One hot drink may be given per club card member per day during advertised promotion dates.
3.4. This offer applies to any speciality teas or coffees.
3.5. Offer is subject to availability.
3.6. Cannot be used in conjunction with other restaurant or hot drink offers to include the Hot Drink Privilege Cards issued by Blue Diamond.
3.7. This offer occurs on selected dates throughout the year. Diamond Club members will receive a email notification of when this offer will be taking place prior to the day.
4. Diamond Club - Diamond Discount Day
4.1. Diamond Discount day occurs on selected dates. Diamond Club members will receive a email notification of when this promotion will be taking place prior to the day.
4.2. This offer is only available on the dates as stipulated in the marketing material by the relating garden centre and Blue Diamond Ltd.
4.3. Offer excludes existing promotions, Centre Restaurants and Diamond Club offers.
4.4. Offers is subject to availability and can be withdrawn at any time at the discretion of the manager and Blue Diamond Ltd.
5. Pre-existing Loyalty Schemes
5.1. The Diamond Club is set up as a non-points based loyalty programme whereby members receive selected discounted monthly offers and services exclusively at Blue Diamond Group’s discretion. Some Blue Diamond garden centres have pre-existing loyalty schemes which were in place before these relating garden centres joined the Blue Diamond Group. In turn, all members that were part of a pre-existing garden centre loyalty scheme will be moved over to the Diamond Club and provided with a replacement card upon the application of said member to the Diamond Club. These members will hereafter be referred to as ‘pre-existing loyalty scheme members’.
5.2. Prior to the commencement of the Diamond Club and going forward, the opportunity to sign up to any pre-existing loyalty scheme (see point 6.4. for the latest list of these centres) was and is withdrawn.
5.3. Pre-existing loyalty scheme members will continue to earn points in accordance with the rate given at date of application. Any other service or offer will be replaced by the monthly offers under the Diamond Club scheme.
5.4. Pre-existing loyalty scheme members are defined as customers who were already signed up to and on the database at the following pre-existing scheme centres: Redfields Garden Centre, 3 Shires Garden Centre, Trelawney Garden Centre and Newbridge Garden Centre and all Wyevale Garden Centre acquisitions. Any garden centre acquired by Blue Diamond Group with a loyalty scheme thereafter will also be eligible to continue to accumulate and spend points. Any additional offers within this scheme will be replaced by the offers stipulated under the Diamond Club scheme.
5.6. New members to the Diamond Club that were not part of a pre-existing loyalty scheme (see point 6.4.) are not eligible to accumulate or spend points using their Diamond Club card.
5.7. If a pre-existing loyalty member moves away from the centre that they received their original pre-existing card and begins to use any other Blue Diamond garden centre, this member is still entitled to earn and spend points. In order to activate this, the member must make the Customer Service team or Blue Diamond Ltd aware that they have moved and provide all relevant details so that the company can activate their card at their new nearest centre.
5.8. Points earnt in Blue Diamond Group garden centres are seperate from the points earnt in Blue Diamond Group Restaurants. Therefore points earnt in our restaurants are only redeemable in the restaurants of the pre-existing loyalty scheme centre and points earnt in the pre-existing loyalty scheme garden centres are only redeemable in the same pre-existing loyalty scheme garden centre.
6. Pre-existing Loyalty Scheme Members – How to earn points
6.1. Pre-existing loyalty scheme members earn points automatically only at their originating Blue Diamond pre-existing loyalty scheme garden centre simply by presenting the pre-existing loyalty scheme member’s Diamond Club card to be scanned at the till point when making a purchase. If said pre-existing loyalty scheme member does not have their Diamond Club card at point of transaction, the pre-existing loyalty scheme member must identify themselves as a member and provide their details to include name, first line of address and postcode in order for the till staff to locate the correct account on the till system and apply the purchases made to the card and allocate the relating points.
6.2. Pre-exising loyalty scheme members may use purchase/s at other Blue Diamond Garden Centres in order to accumulate points. If a pre-existing loyalty scheme member makes a purchase at another Blue Diamond garden centre, points will not automatically be applied. The member must retain their receipt and present it to the Customer Service staff at the centre where they were given their original pre-existing loyalty card. See point 5.7. if a pre-existing customer has moved to a different Blue Diamond garden centre.
7. Pre-existing Loyalty Scheme Members – How to spend points
7.1. When making a purchase, the pre-existing loyalty scheme member must identify themselves as a Diamond Club card holder and pre-existing member, present their Diamond Club card to the till staff member and must then request to apply their points to their purchase within the balance of points available.
7.2. Pre-existing loyalty scheme members who do not have the sufficient quantity of points to put towards a transaction may put available points towards the purchase and pay for the remaining transaction balance with cash. cheque or credit/debit card.
7.3. The pre-existing loyalty scheme member cannot use any amount of points beyond the balance on their card.
7.4. Pre-existing loyalty scheme members can only spend their points at the garden centre where their pre-existing loyalty card originated. See point 6.2. on how points can be earnt at other Blue Diamond garden centres.
8. Pre-existing Loyalty Scheme Members – How to check your points balance
8.1. Points information on receipts – the pre-existing loyalty scheme member’s points can be seen at the bottom of their receipt. Information includes points accumulated in the receipt’s transaction, total balance of points on the relating Diamond Club card and the cash equivalent of the total balance of points on the relating Diamond Club card.
8.2. Points information via Customer Services – the pre-existing loyalty scheme member will be able to enquire about their points balance at the Customer Service desk.
9. Pre-existing Loyalty Scheme Members – Products Eligible for Points
9.1. Points earnt at Blue Diamond Restaurants are valid to spend on products within the Restaurant only. Points earnt at Blue Diamond Garden Centres are only valid to spend on products within the Garden Centre only. Points cannot be crossed over between the garden centre and restaurant.
9.2. Points cannot be earnt on the purchase of Blue Diamond Gift Vouchers or HTA Gift Vouchers, events, tokens, online gift card purchases or Fryers Roses online.
10. Diamond Club - Privacy & Data Protection (Members only)
10.1. By taking part in the Blue Diamond Loyalty Scheme, you agree that Blue Diamond Ltd can contact you via email with news about the company’s products and services.
10.2. Blue Diamond will not release a Diamond Club Member’s personal details to any third party for mailing or marketing purposes.
10.3. By taking part in the Blue Diamond Loyalty Scheme, Blue Diamond Ltd will collect and use information about each member, to include; registration details; information about the use of their Diamond Club Card; purchases and other information that the member willingly provides.
10.4. Blue Diamond may analyse members information to gain a better understanding of shopping behaviour and use this information to approach the member with useful information, offers, products, services and promotions which may be of interest to the member.
11. Diamond Club Special Events
11.1. Offers cannot be used in conjunction with any other promotional offer.
11.2. Any discounts or offers which are stipulated as Diamond Club related are only available to Diamond Club members who present a valid Diamond Club card at the till point.
11.3. Offer available only on the dates as stipulated in the marketing material by the relating garden centre and Blue Diamond Ltd.
11.4. Offers and discounts are subject to availability and can be withdrawn at any time at the discretion of the manager and Blue Diamond Ltd.