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Hillier Customer Support

Refunds & Returns

If you are not satisfied with any of the products you have ordered, please email us at onlineshop@hillier.co.uk and we will work with you to resolve.

What if it doesn't look like I expected
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 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, 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 once we have received the plant back with us.

To do this we will post or email to you a 'returns label'. Please repackage the item in its original bag, packaging and carton, seal it securely, adhere the label and take it to a nearby convenient DPD 'pick up shop', there are hundreds of convenient locations across the UK, such as Sainsbury's, Currys and local convenience stores, find one near you at https://www.dpdlocal-online.co.uk/products-and-services/pickup-shops.

We kindly request that regardless of the reason for return, you keep the original packaging for re-use.

Contact customer services

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

Email: onlineshop@hillier.co.uk
Post: Customer Services, Hillier Nurseries, Ampfield House, Ampfield, Romsey, Hampshire, SO51 9PA.

If you have changed your mind
You can return anything you're not happy with within 28 days of receiving it provided you have contacted us within 7 days of receipt to advise of its return. Returned items must be unused and must be in a resalable condition. We will not pay the costs of returning an item to us unless it is faulty. Until we receive the goods you are returning, they remain your responsibility. For your peace of mind, we recommend you use the DPD pick up shop service.

Incorrect goods
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 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).

Shortages
If you've ordered more than one item, please thoroughly check the contents of your delivery and associated packaging to compare it with our packing note to ensure that all goods have arrived. Please notify us by email or phone within 24 hours if something hasn't arrived.

Cancellation
If you wish to cancel your order please contact us as soon as possible. Due to the living nature of the product we are not able to accept cancellations after your consignment has been picked at the nursery or dispatched.

Errors & omissions
Whilst we will endeavour to ensure that all prices on our Web Site are accurate, 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.

Plant guarantee
All fully hardy shrubs and perennials are guaranteed for one year after you've bought them. 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. 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.





 


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