Who to contact
Garden Hedges is a trading name of Infused Media Limited, registered in England and Wales, company number 10091071. Our registered office is Suite 114b Business First, Davyfield Road, Blackburn, Lancashire BB1 2QY.
You can reach us by email at info@gardenhedges.co.uk or by phone on 0333 533 0162. Use these details for questions, cancellations and complaints. This is a correspondence address, so contact us for the correct destination before sending plants back. You do not need a return authorisation to give a valid cancellation notice.
Your order and our acceptance
Check the plant name, supplied height, root or pot type, pack quantity, minimum order, delivery postcode and total before paying. An order is your offer to buy the selected goods. An automated acknowledgement confirms that your order has reached us but does not itself mean we have accepted it. The contract is formed when we send a dispatch confirmation or expressly confirm acceptance in writing.
If we cannot accept an order because an item is unavailable, payment cannot be authorised or the address cannot be served, we will explain and refund any payment for the affected goods. We will ask you before substituting another variety, size or root type. You can decline a proposed substitute and receive a refund for that item.
Plant descriptions and seasonal appearance
The product description sets out what is supplied. Product photographs may show mature foliage, flowers or an established hedge rather than the supplied plant at dispatch. For example, deciduous hawthorn or beech can arrive without leaves during the dormant season. Plants naturally differ in shape, branching and seasonal appearance. Supplied heights are ranges rather than identical measurements, and deciduous plants may arrive without leaves at the appropriate time of year.
These natural differences do not allow us to supply a different product or ignore an agreed specification. Goods must match their description, be of satisfactory quality and be fit for a particular purpose where the law requires it. Tell us about an essential requirement before ordering so we can discuss whether the plant is suitable.
Prices, payment and mistakes
Prices are in pounds sterling. You will see the total, including any applicable taxes and delivery charge, before you commit to an order. Free delivery applies only to selected products and eligible destinations described in our delivery policy. A mixed basket may include items for which a delivery charge applies.
Payment is due when you order unless we have agreed a different arrangement in writing. We accept card payments processed securely through Stripe. We do not see or store your full card number. If an obvious pricing or product error is discovered before acceptance, we will contact you with the correct details. You can choose whether to proceed. If we cannot reach agreement, we will cancel the affected part and return the payment; we will not impose a higher price without your agreement.
Delivery arrangements and delays
We offer delivery to eligible UK addresses, subject to postcode and carrier restrictions. The Republic of Ireland and the Channel Islands are outside our delivery area, while Northern Ireland and specified Scottish postcodes require an enquiry before ordering. Our usual aim is to dispatch within 2 to 3 working days. Courier transit estimates start after dispatch. The full policy explains free-delivery eligibility, excluded areas and when a quote is needed.
Give us an accurate address and contact number, and tell us about access restrictions before ordering. If delivery is delayed, contact us so we can investigate. For consumer orders, goods must be delivered without undue delay and within 30 days unless a different period was agreed. Where a missed delivery date gives you a legal right to end the contract, including an essential agreed deadline or a failed reasonable additional deadline, we will refund the affected order without undue delay.
Responsibility for goods in transit
For consumer orders sent through our delivery arrangements, the goods remain our responsibility until you, or a person you nominate to receive them, takes physical possession. A carrier delay or loss is for us to resolve with the carrier. Different statutory rules can apply if you independently appoint a carrier we did not offer.
Ownership passes once the goods have been paid for in full and delivered. We do not make you responsible for insuring goods that remain our risk.
Changing or cancelling an order
Contact us promptly if you need to change an address, product or quantity. We will confirm what can be changed before dispatch and any difference in price. Sending a request does not by itself confirm a change, so keep our reply.
Consumers buying eligible goods online can cancel without giving a reason by notifying us within 14 days after receipt, then returning them within a further 14 days. Where one order is delivered in separate consignments, the 14-day cancellation period normally begins on the day after the last item is received. Check the returns policy for notification, packaging, return costs and refund arrangements. Our returns policy explains notification, return costs and refunds. We do not charge a fixed restocking fee for exercising a statutory cancellation right.
Faulty, damaged or incorrect goods
Contact us if goods arrive damaged, are not what you ordered or appear faulty. An order reference, description and photographs help us understand the problem. Prompt reporting is especially helpful for living plants, but a request to report quickly is not a deadline that removes your legal rights.
Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject faulty or misdescribed goods within 30 days, subject to the applicable rules and circumstances. Living plants are not automatically excluded from these protections. Other rights, including repair, replacement, a price reduction or final rejection, may apply depending on the circumstances. We will meet reasonable necessary return costs when goods are faulty or incorrectly supplied. See the returns policy for the process.
Looking after living plants
Unpack plants promptly, check moisture around the roots and keep them suitably watered until planting. Choose a suitable site and follow the product guidance. Growth and establishment depend on the species, soil, weather and care, so a projected growth rate is not a promise of a particular height by a particular date.
Damage caused solely by unsuitable planting, drought, neglect or other conditions after delivery is different from a fault present on arrival. We will consider the cause fairly rather than assume that planting or the passage of a few days ends your rights. If a separate commercial guarantee is expressly offered for a product, its terms will apply in addition to your statutory rights. No separate plant survival guarantee is created by these terms.
Our responsibility to you
If we breach our agreement or fail to use reasonable care, we are responsible for loss or damage that was a foreseeable result. We do not exclude responsibility for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or anything else the law does not allow us to exclude. Your statutory rights concerning the goods remain in place.
If an event outside our reasonable control affects an order, we will explain the position and take reasonable steps to limit delay. This does not give us an unlimited delivery extension or remove cancellation and refund rights.
Orders for a business or organisation
Tell us when ordering for a business, school or other organisation, and make sure you have authority to place the order. The statutory cooling-off rights described for consumers do not automatically apply to business purchases. Any different project specification, payment schedule or cancellation arrangement must be clearly agreed in writing before the order. Business buyers retain the rights that apply to their purchase under the law.
Complaints, applicable law and changes
Email or write to us with your order reference, the problem and the outcome you are seeking. We will investigate, explain our position and tell you the next steps. You can also obtain independent consumer advice. Raising a complaint with us does not prevent you from using a legal remedy.
These terms are governed by English law. If you are a consumer living elsewhere in the UK, you keep the mandatory protection of the law where you live and may bring proceedings in the courts available to you there. Updates apply to future orders; the terms agreed for an existing order will not be changed retrospectively without a lawful reason and, where required, your agreement.
Common questions
Can I place an order on your website right now?
You can place an order through the Garden Hedges online checkout, subject to current stock and delivery eligibility. Review the selected plant size, root type, pack quantity and total charge before paying by card through Stripe. You will receive an order acknowledgement straight away and a dispatch confirmation once your plants are on their way.
What personal information do you collect when I use the site?
If you create an optional account, we store the details you provide. When you send the contact form, the message reaches our email inbox. Signing up for marketing emails stores your address on the website until it is moved to our email platform. Our privacy policy explains how we handle all personal data.
What cookies does your website use?
We use WooCommerce cookies that keep your basket and checkout session working. An optional recently viewed setting can remember up to four plant references in your browser. Google Analytics is used through Google Site Kit where analytics consent has been given; analytics data may include device, browser and usage information and should not be assumed to be fully anonymous. You can manage cookie choices through your browser settings.
Do you see my full card number when I pay?
No. Card payments are processed securely by Stripe. We never see or store your full card number. Stripe handles all sensitive card data, and your payment details are protected throughout the transaction.
How do I cancel an order under the 14-day right?
Notify us of your decision to cancel within 14 days after the day you receive eligible goods. You then normally have a further 14 days to return them. An email or other clear statement is sufficient, and the returns policy explains the applicable refund and return costs. Keep the plants in good condition while they are with you. We refund the cost of the goods and standard delivery, although you cover the return postage unless the goods are faulty.