Refund policy
We want every Tree2mydoor order to arrive as expected. This policy explains how to change or cancel an order, what to do if something is wrong, and when a return or refund may be available.
Nothing in this policy affects your statutory rights.
Changing or cancelling an order
If you need to change or cancel an order, please contact us as soon as possible.
If we have not started preparing, personalising or dispatching the affected product, we will normally be able to cancel it and provide a full refund.
Once an order has entered preparation or dispatch, whether it can still be changed or cancelled will depend on the type of product and the stage the order has reached.
Please see our Contact Information page for the quickest way to reach Customer Care.
Living products
Our trees and plants are living products which can deteriorate after preparation and dispatch. The normal change-of-mind cancellation right for distance purchases may not apply to goods which are liable to deteriorate or expire rapidly.
This does not affect your rights if a tree or plant is faulty, damaged, not as described or otherwise does not meet the standards required by law.
Personalised products
Products that have been made to your specifications or clearly personalised cannot normally be cancelled once we have started making or personalising them.
This includes items such as engraved plaques and personalised greetings cards once personalisation has begun.
If your order contains both personalised and non-personalised products, we will explain which parts of the order can still be changed or cancelled when you contact us.
If something is wrong with your order
Please contact us if an item arrives:
- damaged in transit
- faulty or in poor condition
- different from what you ordered
- materially different from its description
- incomplete, with an item missing from the order.
Please contact Customer Care as soon as reasonably possible so that we can understand what has happened and help put it right.
We may ask for photographs of the product, packaging, delivery label and any affected areas. These help us assess the issue quickly and, where appropriate, make a claim with the delivery company or supplier.
Please keep the product and packaging until we have advised you what to do next. Do not return or dispose of a damaged or faulty product unless we ask you to do so.
Natural and seasonal variation
Trees and plants are natural products and no two are exactly alike. Reasonable differences in shape, branching, foliage, colour, flowering and overall appearance are normal.
Living products also change with the seasons. For example, deciduous trees naturally lose their leaves during dormancy. Flowering and fruiting can vary according to season, maturity, weather and growing conditions.
Normal natural or seasonal characteristics do not, by themselves, mean that a product is faulty. If you are unsure about the health of a tree or plant, please contact us and we will be happy to help.
Change-of-mind returns for eligible products
For non-perishable, non-personalised products where the statutory cancellation right applies, you normally have 14 days from the day you receive the goods to tell us that you wish to cancel.
After telling us that you wish to cancel, you normally have a further 14 days to return the eligible goods.
Please contact us before returning anything so that we can provide the correct return instructions and return address.
Unless the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, you will normally be responsible for the direct cost of returning a change-of-mind item.
You should take reasonable care of products while they are in your possession. We may be entitled to make a deduction where an eligible returned product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning and its value has been reduced.
Partial orders
Different rights may apply to different products within the same order.
If an individual product is faulty, damaged, missing or incorrect, we will normally deal with the affected product rather than requiring the whole order to be returned.
Where an order contains living, personalised and ordinary non-perishable products, cancellation rights may apply differently to each item.
Delivery-related problems
If a delivery problem has been caused by an incorrect or incomplete address supplied when the order was placed, a failure to accept or collect a parcel after reasonable delivery attempts, or a delivery change requested by the customer or recipient, an additional delivery charge may apply.
Please see our Shipping Policy for full details.
Refunds
Where a refund is due, it will normally be made to the original payment method used for the order.
Where you exercise a statutory cancellation right, refunds will be made within the time required by law. Where goods must be returned, we may wait until we receive the goods back or receive evidence that they have been sent back, where the law allows us to do so.
Where applicable, the refund of the original delivery charge will be dealt with in accordance with your statutory rights. Additional delivery services chosen above the standard delivery option may not be fully refundable where the law permits this.
MyTree™ Warranty
Eligible trees and plants may also receive additional protection under our MyTree™ Warranty.
MyTree™ is an additional Tree2mydoor warranty and does not replace or reduce your statutory rights.
You can read the full MyTree™ Warranty Terms.
How to contact us
If you have already placed an order, the quickest way to contact us is to reply to your order confirmation email.
You can also email care@tree2mydoor.com and include your order number.
For telephone numbers and opening hours, please see our Contact Information.