Refund Policy

Refund Policy

Please refer to the following information when returning products delivered from the Plants And Trees Online website.

Your statutory rights are not affected by this information

Products Which Are Not Required

You can return any unused Product to us in its original condition for a refund within 30 days of delivery to you. This right to return does not apply to bespoke or made to measure products. For information regarding how to return a Product please see below.

Cancellation Rights

You can cancel any online order (excluding bespoke or made to measure products) and receive a full refund (including standard delivery charges) by completing the cancellation form on our website or e-mailing [email protected] (including order number, post code and telephone number) at any time before the Product is dispatched or within 14 days starting on the day after delivery. No refund of delivery charges will be made if the cancellation notice is received outside of this timeframe.

Refunds will be paid to the payment card used to place the order and will be made as soon as possible and no later than, the earlier of 14 days after our receipt of the returned Products or 14 days after our receipt of evidence of the return of the Products to us. We are permitted to reduce your refund to reflect any reduction in the value of the Products which are due to the manner in which you have handled them.

Please note that if you cancel an order after the Product has been delivered, you will be responsible for returning the Product to us at your cost and within 14 days of the cancellation of your order. For information regarding the return of Products please see below.

How to Return a Product

If you wish to return a Product after it has been delivered, you will be responsible for returning the Product to us at your cost by any of the following methods:

Returns via courier

To arrange for a Product to be collected please e-mail [email protected] or telephone us on 0203 582 8955 with your order number and details of the Product to be returned. We will arrange for the collection of the Product by our nominated carrier. Please note that there will be a minimum charge payable by you of £22 for this service, which may rise depending on your location and product type. All refunds for returned Products will be processed within 30 days and will be made to the account used to purchase the product.

Faulty or Damaged Products

In the unlikely event that a delivered product is faulty or damaged, we will exchange it or provide you with a refund, as long as we are notified of the product’s fault within 30 days of it being delivered to you.

Alternatively, you can arrange for the faulty or defective Product to be collected by e-mailing [email protected] or by telephoning us on 0203 582 8955 with your order number and details of the product to be returned. We will collect it at no expense to you and either provide a replacement or process a refund.