Delivery & Returns

CANCELLATIONS, RETURNS & REFUNDS

We want you to be happy with your purchase from Trees Direct. We are a small, family-run nursery and will always do our best to resolve any concerns fairly and promptly.

Our Returns Policy

We accept returns of both defective and non-defective products.

We accept returns of products that are new or slightly used, including plants that have been unpacked or inspected after delivery.

Our return window is lifetime. There is no fixed number of days after delivery in which you must request a return. However, because trees and plants are living products, we strongly recommend contacting us as soon as possible if you have any concerns about the condition of your order.

To request a return, please contact us by email or telephone with your order details. For plants or trees, we may ask you to provide photographs so that we can understand the issue and advise you on the best course of action.

Returns are made by post/courier. Please contact us before returning a product so that we can provide the appropriate return instructions.

Changed Your Mind or Unhappy With Your Order?

We accept returns if you have changed your mind or are unhappy with your purchase, as well as when a product is faulty or has been damaged in transit.

Please remember that our trees and plants are living products grown outdoors. Natural variations in shape, size, foliage and appearance are completely normal, and plants may look different depending on the season. A dormant or recently pruned tree, for example, may look quite different from the photographs taken during the growing season.

That said, we genuinely want you to be happy with your order. If you are disappointed with what you have received, please contact us and give us the opportunity to put things right.

Damaged, Defective or Incorrect Orders

Every tree is quality and health checked before leaving our nursery, but unfortunately damage can occasionally occur during delivery.

If your order arrives damaged, defective or incorrect, please contact us as soon as possible and send photographs where possible.

Where a return is required because the item arrived damaged, defective or incorrect, Trees Direct will arrange and pay the return delivery costs. Please retain the original packaging and securely repack the tree or plant for collection.

Depending on the circumstances, we can offer a replacement or refund.

Returns for Other Reasons

If you are returning an item because you have changed your mind or no longer want it, please contact us before sending it back.

Unless we agree otherwise, the customer is responsible for the cost of returning non-defective products.

Plants should be returned in a reasonable condition and securely packaged for transport.

Refunds

Once a refund has been agreed, we will process it within 7 days. Refunds will normally be made to the original payment method.

Living Plants & Our Lifetime Return Window

Our lifetime return window should not be confused with a lifetime guarantee that a tree or plant will continue to live and thrive after planting.

Trees and plants are living products and, once they leave our nursery, their long-term health can be affected by planting, watering, soil conditions, weather, pests, disease and ongoing care – factors that are outside our control.

However, there is no fixed time limit for contacting us about a return. If you have concerns about a plant you purchased from us, please get in touch. We are always happy to look at photographs, offer advice and work with you to find an appropriate solution.

Bare Root Trees

Occasionally a bare root tree may fail to establish. If you are concerned about a bare root tree, please contact us with photographs and your order details.

Depending on the circumstances, we may be able to replace it with a similar potted tree (with any difference in price payable) or arrange a like-for-like replacement during the following bare root season.

How to Request a Return

To start a return, please contact Trees Direct before sending anything back:

Email: info@treesdirect.co.uk
Telephone: 01584 878878

Please include your order number and the reason for the return. For plants and trees, photographs are very helpful.

We will then confirm the return arrangements and provide any instructions required.

Return method: By post/courier
Return window: Lifetime
Product condition accepted: New and slightly used
Defective products: Returns accepted
Non-defective products / change of mind: Returns accepted
Return cost for defective or incorrect products: Paid by Trees Direct
Return cost for non-defective/change-of-mind returns: Paid by the customer