Refund Policy
Returns
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
Returns Policy
Returns and Refunds Policy
At H&C's Trees Ltd Ltd, customer satisfaction is our priority. We aim to provide high-quality goods, but should returns or refunds be necessary, the following terms apply:
To initiate a return, email Sales@hctrees.uk, outcome will depend on terms below.
If goods are damaged in transit or of unacceptable quality, notify us within 2 days of delivery by email with a photo. You may choose a replacement (subject to availability), store credit, or a full refund via your original payment method. Refunds will be processed within 3-5 working days (excluding weekends or bank holidays) upon receipt and inspection of the returned goods. Collection will be arranged at no cost to you.
For online purchases, you have a 28-day cooling-off period from delivery to change your mind. Notify us by email within 14 days, return the goods within 14 days from the notify date, and ensure they are in fully re-saleable condition at your own cost. Items must include original, unmarked, and undamaged pots and packaging, and plants must not be removed from their pots, planted, or subsequently dug up. Proof of postage is recommended for self-arranged returns.
Returned items will be inspected, and refunds or store credit will be processed within 3-5 working days (excluding weekends or bank holidays) if all conditions are met. Refunds may be refused if items are not returned in perfect condition.
This refund policy applies to online purchases only and does not affect your statutory rights. It does not cover business-to-business transactions, goods specifically chosen in person, or specially ordered items like rootballed hedging (dug up to order) or made-to-order trees like pleached trees. We will only refund special orders if they have not been dispatched to us yet.
Returns are assessed based on the condition of goods, use or deterioration of plants, and pre-disclosed defects in discounted items. We aim to resolve all returns fairly and in line with UK consumer protection laws.
Cancellation of Orders
- In-Person Selections: If you cancel an order chosen in person before delivery or collection, and the cancellation is approved, a 25% administration fee will apply.
- Special Orders: Orders for plants specifically sourced for customers cannot be cancelled or returned. Examples are all rootball products and anything over 3m in height.
- If a special item has not yet been dispatched, we will accept cancellation with a 25% administration fee.
This policy does not affect your statutory rights.