Refund Policy
Our Trees Are Sourced To Order
Most trees sold by H&C's Trees are sourced specifically against customer orders from specialist UK and European growers. We do not operate as a traditional garden centre holding large quantities of stock.
Many of our products are imported, reserved, selected or procured specifically to fulfil customer orders.
Please ensure you have selected the correct product, size and quantity before placing your order. If you are unsure whether a tree is suitable for your garden, location or requirements, we encourage you to contact us before ordering and we will be happy to assist.
By placing an order, you acknowledge that many of our trees are sourced specifically on your behalf and may not be capable of being returned to the supplying nursery once procurement has commenced.
Cancellation Before Procurement
Customers may cancel their order for a full refund at any time before we have committed to procurement with our grower or supplier.
Cancellation After Procurement
Once we have placed an order with a grower, supplier or importing partner on your behalf, the tree may have been specifically reserved, imported or sourced for your order.
Where an order is awaiting placement with our growers, customers may request cancellation. Once procurement has commenced, cancellation may not be possible and any refund offered may be subject to costs already incurred by H&C's Trees where permitted by law.
Special Order Items
Certain products may be classified as Special Order Items.
These include, but are not limited to:
- Rootball trees
- Trees over 3 metres in height
- Specimen trees
- Mature trees
- Pleached trees
- Multi-stem trees
- Imported stock
- Custom-selected stock
- Trees sourced specifically to fulfil an individual customer order
Where applicable, cancellation rights for Special Order Items may be restricted in accordance with applicable law.
Returns Of Non-Faulty Goods
Customers wishing to return non-faulty goods are responsible for the direct cost of collection and return transport.
Due to the size, weight and specialist handling requirements of mature trees, return costs can be substantial and may exceed the original delivery charge.
Collection costs may include transport, palletisation, specialist handling equipment, crane hire where required and any other reasonable costs directly associated with collection and transportation.
Any collection charges applied will reflect the actual costs incurred in recovering, transporting and handling the goods.
Returned trees must be returned in a saleable condition and must not have been planted, altered, pruned, damaged, neglected or subjected to conditions that affect their health, appearance or resale value.
Any reduction in value resulting from handling beyond what is reasonably necessary to inspect the goods may result in a reduction of any refund where permitted by law.
Inspection Upon Delivery
Customers should inspect all goods upon delivery and notify us of any damage, shortages or issues within 48 hours of delivery.
Claims relating to transit damage made after 48 hours may not be accepted, as we may no longer be able to investigate the issue with our delivery partners.
Faulty, Damaged Or Incorrect Goods
If a tree arrives damaged, defective, diseased or materially different from its description, please contact us as soon as possible and provide photographs where appropriate.
Where goods are confirmed to be faulty, damaged in transit or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights.
Disease Guarantee
If a plant displays clear signs of disease within 30 days of delivery, we will replace it at no additional cost.
Photographic evidence must be submitted and any claim must be made within the 30-day period.
Plant Guarantee
We are proud to offer one of the most comprehensive tree guarantees available.
Our standard guarantee covers eligible trees for up to two years from purchase, subject to compliance with our planting and aftercare requirements.
Trees planted by H&C's Trees are guaranteed for two years, subject to the exclusions detailed within our Plant Guarantee.
For full details of our Plant Guarantee, including eligibility requirements, exclusions, photographic evidence requirements, planting requirements and how to make a claim, please visit:
https://www.hctrees.uk/pages/supporting-trees
By purchasing from us, you acknowledge that any guarantee claim will be assessed in accordance with the terms and conditions published on the above page.
Nothing within our Plant Guarantee affects your statutory rights.
Living Products
Trees are living organisms and naturally vary in shape, size, branching structure, foliage density, flowering, growth rate and seasonal appearance.
Variations in height, width, shape, branching structure, trunk formation, foliage density, flowering, seasonal characteristics and growth habit are normal characteristics of living plants and do not constitute faults.
Guarantee Exclusions
Unless otherwise stated within our Plant Guarantee, we cannot accept responsibility for losses resulting from:
- Failure to follow our planting guidance
- Poor drainage or unsuitable ground conditions
- Inadequate watering or aftercare
- Planting in an unsuitable location
- Damage caused by third parties
- Accidental damage
- Vandalism
- Animal damage
- Storm damage
- Flooding
- Drought
- Extreme weather conditions
For trees planted by H&C's Trees, the guarantee excludes exceptional weather events including, but not limited to, winds exceeding 65mph and significant snow loading.
Refunds
Any refund due will be processed using the original payment method.
Where permitted by law, refunds may be reduced to reflect any loss in value caused by handling, damage, deterioration or use beyond what is reasonably necessary to inspect the goods.
Acceptance Of These Terms
By placing an order, you acknowledge that the trees supplied by H&C's Trees are generally sourced specifically against customer orders and may be procured from specialist growers following purchase.
You acknowledge that large trees and specimen plants require specialist handling and that return transportation costs for non-faulty goods may be significant.
You also acknowledge that all guarantee claims will be assessed in accordance with the Plant Guarantee published at:
https://www.hctrees.uk/pages/supporting-trees
Nothing in this policy affects your statutory rights under applicable consumer protection legislation.
Deliveries and Refunds are subject to the following Terms & conditions
H&C's Trees Ltd, Registered in England & Wales
Registered office: Welham Lane Poultry Farm LE16 7FN
Company Number: 452803305 VAT Registration Number:14818162