Get in touch about your order
Email info@gardenhedges.co.uk or call 0333 533 0162. Include your name, order number or other proof of purchase, the products involved and a clear description of what you need. Photographs of the plants, packaging and label are helpful when reporting damage or an incorrect item.
Please contact us for the correct return destination before sending plants. Our correspondence address is Garden Hedges, Suite 114B, Business First, Davyfield Road, Blackburn, Lancashire, BB1 2QY, England. Do not send plants to the correspondence address unless we confirm that it is suitable. Asking for routing details does not extend your cancellation deadline or make our approval a condition of a valid cancellation.
Cancelling before dispatch
Tell us as soon as possible if you wish to cancel or change an order. We will try to stop dispatch, but a parcel may already have entered the carrier network. If it has been sent, you can still use an applicable consumer cancellation right and follow the return arrangements below. We do not impose an automatic percentage cancellation or restocking charge.
Changing your mind after delivery
For eligible goods bought online as a consumer, tell us that you wish to cancel within 14 calendar days after the day you, or your nominated recipient, receives them. If one order is delivered in separate parts, the period normally starts after the last item arrives. You do not have to give a reason. A clear email or written statement is sufficient; the optional form below is provided for convenience.
Send the goods back within 14 days after telling us you are cancelling. You pay the direct return cost for a change-of-mind return. Use suitable packaging and a service appropriate for living plants, and retain proof of sending. For goods that require collection rather than a normal postal return, we will give the estimated return cost before you buy.
Inspecting and caring for plants before return
You may inspect goods as you could reasonably do in a shop. Keep plants appropriately watered, protected and unplanted while deciding. Original packaging is useful where available, but is not an absolute condition of a statutory return.
We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Planting, cutting roots or avoidable damage can affect value. We will explain any deduction and its basis rather than charge a fixed fee.
When a cancellation exception may apply
The law provides limited exceptions, including goods genuinely made to your specification or goods liable to deteriorate or expire rapidly. An item is not automatically exempt simply because it is a living plant. If a particular product is sold under an applicable exception, that will be clearly identified before purchase. An exception to changing your mind does not remove rights concerning faulty, damaged or misdescribed goods.
When and how we refund you
For an eligible change-of-mind return, we will refund without undue delay and within 14 days of receiving the goods back or evidence that you have sent them, whichever is earlier. The refund goes to the original payment method unless you expressly agree otherwise. We do not charge a refund fee.
If you cancel the whole order, we also refund the standard outbound delivery charge you paid. If you chose a more expensive delivery service, we need only refund the standard delivery amount. For a partial return, we refund the returned goods and any delivery amount that the law requires. Free delivery does not create an outbound delivery charge to deduct.
Damaged, faulty or incorrect plants
Unpack and inspect the plants promptly. Tell us as soon as you reasonably can about transit damage, missing items, a wrong variety or an apparent fault. Photographs taken on arrival help us investigate. This request is not a 48-hour claim limit and does not prevent you raising a problem later.
Consumer goods must match their description, be of satisfactory quality and be fit for an applicable agreed purpose. The normal short-term right to reject faulty goods is 30 days from delivery, subject to the specific legal rules. Later repair, replacement, price-reduction or final-rejection rights may apply. A plant failing after delivery does not by itself establish the cause, so we may ask about planting, watering and conditions when assessing the issue.
Where goods are faulty, damaged on arrival or incorrectly supplied, we meet reasonable necessary return costs and explain the arrangements. Do not dispose of them until we have had a reasonable opportunity to assess the problem, unless keeping them would be unsafe. Once we agree that you are entitled to a statutory rejection refund, we refund without undue delay and within 14 days.
Business and project purchases
Consumer cooling-off rights do not automatically apply when buying for a business or organisation. Contact us about an unwanted business order so we can discuss the position under the agreed order terms. Rights concerning faulty or misdescribed goods still depend on the law and the contract; we will not treat a business label as a reason to ignore a genuine supply problem.
Read the full terms and conditions Delivery information Contact us about a return
Optional cancellation form
You can use this wording to cancel an eligible order. You can also send any other clear statement that you wish to cancel.
To Garden Hedges, Suite 114B, Business First, Davyfield Road, Blackburn, Lancashire, BB1 2QY.
Email: info@gardenhedges.co.uk
I give notice that I wish to cancel my contract for the following goods:
Goods and order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (if sent on paper):