Refund policy

Thank you for choosing us. We aim for complete satisfaction with every purchase. If anything falls short of expectations, we will always do our best to assist and resolve matters fairly.

Full payment is required at the time you place an order for any products or planting services. By making a purchase, you are agreeing to these Terms & Conditions, including this Returns and Refunds Policy.

UK law treats perishable goods (living plants such as hedging and trees) differently from non-perishable goods (accessories or other non-living products). Because of this, perishable goods are not eligible for the standard 14-day cooling-off period, except where they arrive damaged or faulty.

This policy is written in plain English and is grouped into three parts:

  • Perishable goods (e.g., instant hedging)

  • Non-perishable goods (e.g., accessories)

  • Planting services (e.g., hedging planting services)

Perishable goods (including instant hedging and other living plants)

Right to cancel

If you cancel before we have started processing your order, you are entitled to a full refund, including our standard delivery fee.

Once processing has begun, cancellation is no longer possible due to the perishable nature of the plants.

Damaged or faulty goods

Please check all delivered plants as soon as they arrive.

If anything appears damaged, unhealthy, or incorrect:

• Contact us by telephone immediately
• Refuse the affected items so they can be returned to us straight away

Once the delivery has been accepted and the driver has departed, we cannot accept returns because live plants deteriorate quickly without specialist handling.

Perishable goods do not include any warranty beyond your statutory rights under the Consumer Rights Act 2015.

14-day cooling-off period

Perishable goods are exempt from the 14-day cooling-off right to change your mind.

Refusing damaged or faulty perishable goods:

  • Inspect goods upon arrival

  • If they are faulty or damaged, do not accept delivery

  • Items return with the delivery vehicle

  • A full refund will be issued, including standard delivery costs

Return transport costs are your responsibility unless we confirm the goods were faulty. Plants must return in the same condition they were delivered in to avoid any deduction in value.

Due to the specialist nature of returning trees/plants, return transport typically costs around £85.

Non-perishable goods

Right to cancel

If you cancel before your order has been processed, you will receive a full refund including standard delivery.

Damaged or faulty goods

Inspect your items promptly on arrival. If faulty or not as described:

• Refuse delivery where possible
• Notify us immediately

14-day cooling-off period

You may change your mind within 14 days of receiving your goods — no reason needed.

To return non-perishable goods:

  1. Confirm you received them within the last 14 days

  2. Email us with your name, order number, address and the items being returned

  3. Package the items securely and use an insured courier

  4. Return them unused and in original condition

You are entitled to a full refund, minus any deduction where goods show signs of handling or damage beyond what is reasonable.

You are responsible for return costs unless the return is due to our error.

Planting Services

Right to cancel

Our planting services are provided by Harrod Outdoors Limited. Their terms apply in conjunction with this policy.

If you cancel before your booking is confirmed, a full refund will be issued.

Cancellation and refund terms

If you cancel after a date is confirmed:

  • More than 48 hours before planting: A 10% cancellation fee applies

  • Less than 48 hours before planting: No refund will be issued

Rescheduling

If you need to change the date:

• Contact us as soon as possible
• Requests must be made at least 48 hours in advance

Later requests may be treated as cancellations and charged accordingly.

Service cannot be completed

If unforeseen circumstances prevent work (e.g. weather, emergencies, access issues outside your control), we will reschedule the booking without penalty.

Non-refundable scenarios

No refund will be issued if:

• The planting service has already started, unless required by law
• Our team arrives but cannot proceed due to conditions such as:
– Unremoved or inaccessible tree stumps
– Unsafe or restricted access
– Poor ground conditions
– Other obstructions not disclosed in advance

Work may be rescheduled once issues are corrected — extra charges may apply.

Customer responsibilities

You are responsible for ensuring the planting can proceed by:

• Providing safe and unobstructed access to the site
• Ensuring the ground/soil is suitable and prepared
• Informing us of any hazards or underground services in advance

Site photos are welcomed before the planting date.

Force majeure

Where work is disrupted due to circumstances outside our control (e.g. severe weather, accidents, government restrictions), we may reschedule without charge.

Reimbursement

Refunds are processed within 14 days of:

• Returned goods being received by us; or
• A refund being approved where returns are not required

Refunds will be issued using the original payment method, unless agreed otherwise.

Questions?

If you have any queries about this Returns and Refunds Policy, please email us — we are always happy to help.

Thank you for choosing The Instant Hedging Company.