Returns Policy

Right to Cancel the Contract

If you are contracting as a consumer, you may cancel the contract between us at any time within fourteen working days, beginning on the day after you receive the goods to which the contract relates.

If you do so cancel the contract, you will receive a full refund of the price paid for those goods in accordance with our returns policy (set out below).

To cancel the contract, you must inform us in writing. You must also return the goods in question to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

Our usual cancellation policy does not apply to made-to-order goods, which cannot be returned or exchanged unless faulty, or exhibition ticket and audio purchases.


When you return goods to us:

  • because you have cancelled the contract between us within the fourteen-day cooling-off period described above, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day you have given notice of your cancellation. In this case, we will refund the price of the goods in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.
  • because the goods supplied are defective, we will first examine the returned goods in order to assess your entitlement to a refund. If we agree that the goods are defective, you will either be refunded in full (including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us) within 14 days of receipt of the returned goods, or we will replace the goods free of charge (in which case we will refund your reasonable costs in returning the goods to us). We shall have no further liability to you once you have been so refunded or the goods in question have been replaced. If you do not notify NGC of a defect in any goods, NGC shall have no liability for any defects and you shall be bound to pay for the goods.
  • for any other reason, NGC will refund the value of the goods supplied or exchange the goods in question, provided that they are returned to NGC in their original, undamaged packaging within 14 days of delivery. If we find that the goods have not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. If the value of the goods is to be refunded, we will also refund the standard delivery charge made on orders if the goods are returned to us within 14 days of receipt. If the value of the goods is to be refunded but an order is returned to us after 14 days from the day of receipt, then we will refund the delivery charge only if the goods supplied were incorrect. If applicable, NGC will repay you the value of the goods within 14 days from receipt of the returned goods without any further charge to you except the direct cost of returning the goods.

Any goods to be returned must be returned, along with their original invoice, to the address specified on the invoice for the goods. Returned goods should be sent by recorded delivery.

Our usual refund policy does not apply to made-to-order goods such as prints and personalised greetings cards, which cannot be returned or exchanged unless faulty. Please visit our Terms and Conditions page for return conditions for Set day delivery products of flowers and wine.

In some cases NGC may require you to return defective goods to NGC at its cost.

Returns/Cancellation Form

Please complete all sections below. Our Customer Service team will respond to your request shortly. Please note that our Customer Service team is available Monday-Friday 9am to 5pm.

Your order number should start with reference NGOD followed by numbers. Log in to view your order history, or review your order confirmation email for your order number

Please enter numbers only, without spaces

Item Details

Your barcode should be visible on the product or packaging. If not, please enter the product name as seen on your order confirmation email

Where possible, please supply a photo