Refund policy

We’re a family-run business and take great pride in the quality of our plants and service. 

Every order is carefully prepared to ensure your hedging plants arrive healthy, fresh, and ready to thrive.

If you’re not completely satisfied with your purchase, please read the information below to understand how we handle cancellations, returns, and refunds.

 

1. Payment and Order Terms

Full payment is required at the time of ordering.

By placing an order, you agree to our terms and this refund policy.

Please note that UK consumer law treats living and perishable goods (such as plants and trees) differently from non-perishable goods.

Our policy covers three types of products:

  • Perishable goods – living plants, hedges, and trees
  • Non-perishable goods – items such as garden accessories, fertilisers, and feeds

2. Perishable Goods (Plants, Trees, and Hedges)

Right to Cancel:

If you cancel before your order has been processed, you are entitled to a full refund, including standard delivery costs. Once the order is being prepared or dispatched, cancellation may no longer be possible.

Damaged or Faulty Goods:

We take great care to ensure your plants arrive in excellent condition. Please inspect your order as soon as it arrives.

If any plants are damaged or not as described, contact us within 24 hours of delivery. We’ll arrange a replacement or a full refund, including delivery charges, and cover any return costs for damaged items. An email should be sent to: info@impact-hedging.co.uk along with photographs of the damage or faulty products.


Important Notes:

  • Perishable goods (plants, trees, and hedges) are exempt from the 14-day cooling-off period.
  • Once plants have been planted or altered, they cannot be returned.
  • If you have ordered too many plants, please contact us within 24 hours of delivery. We’ll advise if a return is possible; return costs in this case are your responsibility, as well as ensuring the plants are cared for until they arrive back at our nursery.

 

3. Non-Perishable Goods (Accessories, Fertilisers, etc.)

Right to Cancel:

For non-perishable items, you may cancel your order within 14 days of delivery for any reason. Please contact us to arrange the return.

Returns Process:

  • Notify us within 14 days of receipt, including your name, order number, and details of the goods to return. Items must be unused, in their original packaging, and returned at your own cost.
  • Once received in good condition, we’ll issue a full refund including the standard delivery charge.
  • If returned goods show signs of use or handling, we may deduct reasonable costs from the refund.
  • Original delivery charges are non refundable.

 

4. Refund Processing

Refunds are processed within 7 days of receiving the returned items, using the original payment method.

 

5. Contact Us

If you have any questions about our Refund & Returns Policy or need to report a delivery issue, please contact our friendly team — we’re always happy to help and ensure you’re satisfied with your purchase.