Hillier Customer Support
Terms and Conditions
By purchasing goods from Hillier Garden Centres/Hillier Nurseries Ltd via this website you are entering into a legally binding agreement with us on the terms stated below. It is important that you read and understand these terms.
THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS
All prices shown on this website include VAT at the prevailing rate.
Goods Not In Stock
Hillier make every effort to ensure that goods on this website are in stock and available for despatch, and where possible will indicate low stock/delayed despatch on the item description. Some items, such as herbaceous plants for example, may be available seasonally and will be despatched when available, although they will be available on the website to order 12 months of the year. We will always contact you if an item is out of stock to let you know when it is likely to come into stock. You will only pay one delivery charge per order, which will be charged when the first items are sent to you.
Ordering, Payment and Delivery
Payment may be made through our secure on-line checkout system. Most major credit cards are accepted, however if you wish to pay by cheque, please contact us.
Prices on the online shop will in normal circumstances be the same pricing as in our Garden Centres. Occasionally we may sell items on-line at a cheaper price than is available instore, in which case the reduction will be shown in the product description.
Carriage and secure packaging will be charged at a nominal £8.95 per order (unless you order any of the ‘Gardeners Guides’ books on their own which are FOC delivery) – and is to Mainland UK addresses only. We despatch via 48 hour courier to ensure you order arrives swiftly and safely.
“In Stock”/“Out of Stock” references against each item on the online shop are updated daily from live stock levels in Hillier Garden Centres. An item referred to as “In Stock” will normally be available from a Hillier Garden Centre local to our despatch department, and will be collated and sent to you as soon as possible. Should there be any delay in fulfilling or despatching your order, we will notify you by email as soon as we can. An item marked “out of stock” may be a seasonal item that will be available later in the year. You may order an “out of stock” item, in which case, we will notify you as to when we can fulfil the order. You will not be charged until the point of despatch. Plants will normally be despatched on a Monday, Tuesday and Wednesday to ensure safe 48 hour delivery before a weekend, other goods available for immediate despatch are normally sent within 2 or 3 working days of receiving the order.
You will receive an email from us when we are processing your order (or part order) for despatch.
If there is likely to be any delay in processing your order we will contact you by email/telephone as soon as possible. Saturday deliveries can be arranged, but a surcharge may apply. Please let us know if you will be unavailable at any time (such as holidays) so we can delay despatching your goods.
We will normally send goods via 48 hour courier, and may use first class post or parcel post. If you have ordered several items we may send them in separate packages, and will mark the packages accordingly.
Although every effort will be made to supply throughout Mainland UK, we reserve the right to refuse delivery, and in this instance the customer will be notified and if the customer has completed payment a full refund will be given.
We will only charge you for the items we send you, at the point of despatch, goods for later deliveries will be charged to your debit/credit card when despatched to you. So you won’t pay for any items that are out of stock, until they are ready to be sent.
We are only able to deliver to customers within the United Kingdom. United Kingdom meaning mainland UK only. We are able to deliver to Northern Ireland/Highlands and Islands of Scotland but a surcharge will apply. Please contact us at firstname.lastname@example.org
if you wish to order products for despatch outside of Mainland UK.
RECEIVING YOUR ORDER
Please unpack your order immediately on arrival and check that everything you ordered is enclosed. This is particularly important with plant material as plants may suffer if they are kept in the packaging for any length of time, and if they are to thrive in your garden it is essential that they are unpacked as soon as possible.
Where applicable we will include care leaflets/instructions.
Refunds and Returns
We hope you will be happy with your purchase from us, but should you wish to return anything bought from us, please contact us at email@example.com
giving your details and the reason for the return.
All Hardy Outdoor Plants will be covered by our standard Hillier Five Year Guarantee – We guarantee that all Hillier hardy shrubs, trees, roses and climbers are healthy and true to name. We take great care in the early stages of a plants life, and your satisfaction with the plants you buy is very important to us. Its success in your garden depends on proper cultivation and aftercare. Particular attention should be paid to watering and frost protection. In the event of a failure due to unidentifiable causes, within FIVE YEARS of the date of purchase, providing you have planted and cared for it correctly, and you have retained the receipt, or proof of purchase, return the plant to us, and we will replace it free-of-charge, or issue a credit note.
If you receive goods from us that are faulty, you must notify us within 7 working days of date of delivery, or within a reasonable period of time of discovering the fault. Upon inspection of the product (either by you returning the goods to us, or by us sending a nominated person to inspect the goods) and upon agreement of the goods being faulty, and not through neglect or misuse, we will replace, refund or repair the faulty goods at no cost to you, and will refund any reasonable costs you may have incurred in returning the goods to us.
If we send you incorrect goods, you must notify us as soon as you notice the mistake, and within a reasonable amount of time. We will either arrange for the goods to be collected from you, or ask you to return the goods to us. We will either send you the correct goods, or refund the price of the goods and delivery (and any reasonable costs you may have incurred in returning the goods to us).
ERRORS & OMISSIONS
Whilst we will endeavour to ensure that all prices on our Web Site are accurate, but errors may occur. If we discover an error in the price of the Goods you have ordered, we will inform you as soon as possible and give you the option of either reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel an order due to an error in price and we have already received payment for those goods, you will receive a full refund.
REFUND POLICY & UNWANTED GOODS
Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition, within 28 days, and only once it has been returned to us. If we find that the product has not been returned to us in a fully resaleable condition, we reserve the right to refuse a refund on the item. Only the original purchase price will be refunded, not the carriage and packaging charges.
In accordance with the Distance Selling regulations, you may cancel your order within 7 working days of delivery of the goods to you. This ability does not apply to goods which have been worn, washed or used. Please use the contact details, above.