Returns

We value your business and aim for complete customer satisfaction. If you're not entirely pleased with your purchase, we're here to help. 
 
The full amount for all products must be paid at the time of ordering. By completing your payment, you agree to our terms, including this refund policy. UK law treats sourced and perishable goods like trees and plants differently from non-perishable goods. Please note sourced and perishable goods are exempt from the 14-day cooling-off period and are non-refundable, unless damaged or faulty. This policy is designed to be easily understood and has been written in plain English. It is in three parts: 

• "Perishable goods" (i.e plants and trees)
• "Sourced goods" (i.e custom plants outside of our core range)
• "Non-perishable goods" (i.e. garden accessories, feeds, fertilsers, etc)

Right to cancel: If you cancel before your order has been processed, you are entitled to a full refund, including our standard rate delivery costs.  

Damaged goods: Inspect all perishable goods immediately on arrival. If they are faulty or not as described, please contact us within 1 working day.  Acceptance after inspection means you can no longer return them due to the nature of the goods.  

Damaged or faulty perishable goods:

1. Inspect the goods at the time of arrival
2. If the goods are damaged or faulty, contact us within 1 working day
3. You are entitled to a full refund, including our standard rate delivery costs
4. Hedges Direct accept responsibility for the return cost of damaged plants

14-day cooling-off period: Perishable goods are exempt from the 14-day cooling-off period. 

Non-refundable scenarios: If you have planted your plants, it is not possible to accept these as a return.

Surplus products: Not all products are eligible for return. If you have ordered too many plants, please contact us at [email protected] within 1 working day. We will advise whether a return is possible. Returns costs are your responsibility.  

Right to cancel: If you cancel your order before it has been processed and no sourced products are underway, you will receive a full refund, including standard delivery costs. However, if a sourced product is already being prepared, the order is non-refundable. 

Damaged or faulty goods: Inspect the sourced goods immediately on arrival. If they are faulty or not as described, please contact us within 1 working day.  Acceptance after inspection means you can no longer return them due to the nature of the goods.

Damaged or faulty sourced goods:

1. Inspect the goods at the time of arrival
2. If the goods are damaged or faulty, contact us within 1 working day
3. You are entitled to a full refund, including our standard rate delivery costs
4. Hedges Direct accept responsibility for the return cost of damaged plants

14-day cooling-off period: Sourced goods are exempt from the 14-day cooling-off period. 

Non-refundable scenarios: If you have planted your plants, it is not possible to accept these as a return. 

Right to cancel: If you cancel your order before it has been processed and no sourced products are underway, you will receive a full refund, including standard delivery costs. 

Damaged or faulty goods: Inspect the goods immediately on arrival. If they are faulty or not as described, please contact us within 1 working day.  

Damaged or faulty non-perishable goods:

1. Confirm receipt within the last 14 days. 
2. Email [email protected] with your name, order number, address, and goods to return. 
3. Handle the goods carefully. Goods will need to be collected in their original packaging.
4. You are entitled to a full refund, including our standard rate delivery costs. 
5. The return costs are your responsibility, the goods must return in the same condition as they were delivered, or we may deduct any loss in value due to handling. 

14-day cooling-off period:  You may change your mind within 14 days, no reason needed. To exercise this right, email us at [email protected]  

We process refunds within 7 days of receiving returned goods to the original method of payment. 

For queries about our Returns Policy, email [email protected].  

Thank you for choosing Hedges Direct.