Returns Policy
Returns Policy (Standard UK Stock Only)
Customers may return standard (non-bespoke) products to our Woking Nursery, provided:
- Items are returned within 48 hours of delivery
- Items are in original packaging, condition, and shape
A full refund may be issued for eligible returned items.
Large & Bulky Returns
Where items are too large for courier return, we may arrange collection subject to vehicle availability. During busy Spring and Summer periods, collection times may vary.
Customer Responsibility for Plant Care
Plants and trees are living, perishable products. Customers are responsible for:
- Proper watering
- Protection from wind, sun, and frost
- General care until collection or return
If returned items show signs of neglect, no refund will be issued.
Cost of Returns
Return costs are typically equivalent to the original delivery charge and may be deducted from the refund or paid separately.
Perishable Goods
Due to their nature, most plants and trees are classified as perishable goods and cannot be returned once delivered, particularly once transport packaging has been removed or the plant has been subjected to environmental stress.
Returns of Special Order / Made to Measure Products
Special Order, Made to Measure, and Bespoke products cannot be returned once delivered.
Where return is exceptionally agreed, the Customer must:
- Arrange return to the original overseas supplier
- Bear all transport, handling, and customs costs
- Ensure items arrive in original condition and form
Exchange Policy
If you are not satisfied with the products you have received or feel that an item is not suitable for the purpose you intended, our team is always happy to assist in identifying a more appropriate alternative.
Where appropriate, we may offer an exchange for a suitable product from our website or catalogue. Given the breadth of our range, we are confident we can recommend an option that better meets your requirements.
Where an exchange is agreed, replacement product costs are typically minimal or not applicable. However, the Customer remains responsible for any associated local delivery and/or collection costs, unless otherwise agreed in writing.
Please note that exchanges are subject to product availability and do not apply to bespoke, made-to-order, or specially sourced items.
Products which are not required / ordered incorrectly
Unused standard (non-bespoke) products that are no longer required may be returned in their original condition and packaging within 14 days of receipt for a refund.
The right to return does not apply to:
- Cut-to-size products
- Made-to-measure products
- Bespoke or special-order items
- Products sourced or manufactured specifically to a customer’s specification
- Items supplied from overseas suppliers specifically for the Customer
Refunds in these cases are limited to the cost of the product only and exclude any local UK delivery or collection charges. The refund to be claimed is limited to the cost of the product and does not include the cost of local UK delivery.
Damaged or Faulty Products
If you receive products that are damaged, defective, or faulty, we are happy to arrange a free replacement in accordance with your statutory rights
All products must be checked immediately upon delivery for damage, defects, or incorrect specification.
Please note: We are unable to offer a refund or replacement for goods that have been fitted, planted, installed, or otherwise used before a fault, damage, or incorrect specification is reported. Commencing fitting, planting, or installation will be deemed acceptance of the condition of the goods.
Any damage, defects, or shortages must be reported by email within 48 hours of receipt to allow us to investigate and, where applicable, submit a claim to the courier.
When reporting an issue, please provide:
- A detailed description of the issue
- Clear photographic evidence
- Your full name
- Your order number
You may also contact us on 0203 1375 159, but all claims must be submitted in writing by email to be processed.