Returns & Refund Policy
Returns and Refund Policy
- We have a legal duty to supply products that conform with this Contract. We inspect our products carefully before despatch but accept that very occasionally things may go wrong. The products may be rejected and returned if the order is incorrect. In order to return any non-conforming products, please contact our helpdesk immediately. Please click here to email the team.
- We will require a photograph to be sent to us to verify the condition/issue. We will do our utmost to resolve your complaint, assuming we agree with your claim that the products are not of acceptable quality, or otherwise do not conform to the order (subject to clauses 2.3 and 2.4). The products remain your responsibility until they are returned.
- Please note: You are unable to return any products that you have over-bought, no longer require or purchased in error if the goods are deemed as perishable as per the Consumer Contracts Regulations 2013 (i.e. plants, trees and turf). For any non-perishable products both the return cost and the original cost of delivery incurred by HSL will be charged. Please contact the Customer Services team for the applicable charges and/or to organise a return.
- We do not offer guarantees with live plants, as we cannot be liable for how they are cared for following delivery and/or installation from our shop. There are guarantees on items such as the wire meshing of the screens and the timber used in the planter boxes. Please contact us for manufacturers guarantee information, if required.
- Nothing in these Terms will affect your legal rights.