Refund policy

Information, description of the products on the website

Pictures and videos on the website are of actual plants, however these are living things and have quite natural tendency of changing throughout the year, for example drop leaves, change colour, grow and drop flower and fruit, so what you see on a picture is a snapshot of a tree at a point in its life. We aim to catch all changes, with and without foliage, with and without fruit, with and without flowers and add a picture of what it looks like when it matures. Therefore below are important bulleted points to recognize in order not be disappointed: 

• Height and width are approximate, it can be a little smaller (20%) or a little higher/wider
• Shape might be different
• It can be pruned and have very little branches if the tree requires such action at the specific time of the year, it may not be reflected on the picture
• Pot size can be 5lt bigger or smaller. 
• Depending on the time of the year it can be without foliage, fruit, flowers as opposed to what is displayed on the picture/video. 
• When you purchase online, we select the trees from the nursery for you. If you want a pictures of specific trees we have picked prior to dispatch, contact us - we will be happy to send pictures of exactly what we have picked. 
• You cannot return plants back to us on a bases of shape, size, colour, branch form, fruit quantity or a lack of it, bumblebees not liking it (yeap, a real claim we had)
• Key takeaway - trees are living things, every single one of them is unique. And since we only stock good quality plants and inspect them regularly, therefore rest assured we supply good quality, excellent plants. 

Returns

You may request a return of the plants in case of

• Plant is not healthy. There is a visible and threatening disorder and with the plant. Insects, fungal infection, damaged foliage. 
• There are couple of million things that want to live in your tree and eat it too. Most of them are harmless and quite natural, however some are threatening and can kill a tree. We inspect our trees regularly and inspect it thoroughly prior to dispatch. However if you have discovered a disorder with the plant, notify us immediately, send some pictures, we will be able to tell weather its normal or it is a potential problem. In which case we will collect the plants and refund your the full amount including the postage. 
• Damage to the plant in transport. 
• Visible and definite deterioration. You suspect the plant is dying. Highly unlikely we even send such a plant out, but just in case we did make a mistake - let us know asap - we will be happy to replace or refund and ask you to dispose of the plant or we will collect it for further inspection. 
• You must notify us of a problem within 14 days of receiving the plants

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Shrubs, trees and other plants are living things. If not watered they will die. Its apparent when a plant has died from lack of water. We may refuse to refund the item if we are certain that the plant has not been watered and as a result of lack of elixir of life. (But almost never happens, people generally do understand the importance of water) 

Exchanges
If you are not happy with the quality of the item we will do our absolute best to replace it with the same plant or closest alternative, however do read the section Information, description of the products on the website

Collection and Refunds
We will do our best to collect the plants from you as soon as possible, however due to the nature of the product delivery and collection is somewhat on a bespoke side of things, therefore it may take some time before we can collect. While the plant is in your care you must water it, keep it in the original pot and ensure it is in partial-sun location kept outside. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ask@arundelarboretum.co.uk