Garden Gateway 3^rd Party Vendor Orders

The following information refers to orders sold and shipped by Hillier Garden Centres. For orders placed with Garden Gateway vendors, order cancelation and returns policies may vary. For information on Garden Gateway vendors please visit the Garden Gateway information page. In all circumstances, if you wish to cancel or return an order, please contact the Hillier Online Shop as soon as possible so that we can assist you.

Cancelling An Order

If you have bought goods from us and you wish to cancel your order, please contact us as soon as possible.

If an order is cancelled before it is despatched, we will refund you in full.

If your order has already been despatched then you can still cancel but you must cancel within 14 days of receiving the goods. You do not need to give a reason for cancelling although we welcome your feedback. Where goods are split into several deliveries you have until 14 days after the day you receive the last delivery to change your mind about the goods. You will need to return the goods to us at your own cost, unless the cancellation is due to a reason that is our fault.

To cancel an order email onlineshop@hillier.co.uk.

For more detailed information regarding returns and refunds, please see our terms and conditions.

Wrong Products / Wrong Quantity Delivered

If we send you incorrect goods then you must tell us within a reasonable amount of time of you noticing the error. If you have received the wrong goods then we will ask you to return the goods to us and we will either send you the correct goods or refund the price of the missing goods.

We will provide you with a returns postage label so that you can return the incorrect goods to us. If you have received too few goods then we will send you the remaining goods or we will refund you the difference between what you paid for and what you actually received.

Defective Goods

During the expected lifespan of your product you have the following legal rights when you have purchased online:

• For up to 30 days from when you receive the goods: if your goods are faulty, then you can get a full refund.
• Up to six months: if your goods are faulty and can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
• Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. This will depend on the type of goods.

These legal rights apply to online purchases, for in centre purchases, please contact your local centre where you made your purchase and they will be able to help you.

Hillier Plant Guarantee

All fully hardy shrubs and perennials bought from Hillier are guaranteed for one year after you’ve bought them.

Tender plants, or garden plants that are not fully hardy, are not covered by the guarantee.

This guarantee does not include plants damaged due to lack of watering or lack of horticultural care on your part where the care guidelines on the pot label have not been followed. We only dispatch perfect, healthy plants and cannot be responsible for any naturally occurring airborne pests and diseases such as box blight, fungal leaf spot, aphids and similar

If the plant fails in the first year, send us a picture of the plant along with your order reference number to onlineshop@hillier.co.uk. Once we’ve determined the cause of the problem, we will endeavour to replace it or refund you. If we refund you then we will also refund your postage costs for that plant (which might be a proportion of your total postage costs for the order).

If You Are Unhappy with Your Plant Quality

We’re really proud of our plant quality but acknowledge sometimes things may go wrong. Should you find a plant in poor condition when you take it out of the box, please try to contact us within 24 hours. We will then ask you to email us a few photographs so that there is no doubt about its condition on arrival with you, as opposed to what it looks like by the time it gets back to us.

Bear in mind that some plants look different depending on what time of year it is. If you choose a deciduous shrub in winter, it may arrive bare. It doesn’t mean there’s anything wrong, just that it’s out of season and will re-leaf next spring. Perennial plants often won’t show above soil level during winter as the plant is in dormant phase, resting within the soil in the pot. However, provided that you have contacted us as set out above we will be happy to arrange for a refund or replacement.

How to Return Items

If you change your mind after receiving your order please contact us and we will provide an address to return your order to. Please package your items in original packaging and return to the address provided. We recommend using a tracked postal service as we cannot be held responsible for returns lost in the post.

If there is a fault with your item please contact us and we will email (or post on request) you a ‘returns label’ and arrange a collection day convenient for you (Monday-Friday). If you are not going to be in you can request a safe place for the parcel to be collected. Please repackage the item in its original bag, packaging and carton, seal it securely, adhere the label.

You can return most items to any Hillier Garden Centre. Please ensure that you bring your order confirmation email or delivery note with you.

If your item was purchased from a Garden Gateway vendor you may not be able to return it to a Hillier Garden Centre but alternative arrangements can be made to return the item to the vendor. Please contact us as soon as possible to arrange the return of Garden Gateway vendor items.

Contact Customer Services

Please note that for a faster response, email is the best way to contact us.

Email: onlineshop@hillier.co.uk