Returns & Refunds Policy

We want you to be happy with your purchase from Trees Direct. As we sell living trees and plants, there are some important differences between returning a live plant and returning a standard retail product. Please read the information below before placing your order.

1. Cancelling your order

You can cancel your order free of charge at any time before your order has been fulfilled. If your order has not yet been prepared for dispatch, please contact us and we will cancel the order and issue a full refund.

Once your order has been fulfilled and dispatched, our returns conditions below apply.

Because our trees are living plants, grown outdoors at our family-run nursery, they are naturally variable. They may differ slightly from the photographs shown on our website in shape, size, branching, foliage and appearance. A tree that is naturally different from its photograph, or simply isn't to your personal taste, is not considered defective and cannot be returned for this reason.

2. Damaged or defective trees

We take great care when selecting, preparing and packing our trees. However, occasionally a tree may be damaged during transport or arrive with a genuine defect.

If your tree arrives damaged or defective, please contact us within 7 days of delivery and send us clear photographs of the tree and its packaging.

We will assess the problem and, where appropriate, arrange a refund or replacement, according to your preference and the circumstances of the issue.

Please keep all original packaging until your issue has been resolved, as this may be required if the tree needs to be returned.

3. Returning a damaged or defective tree

Where we have agreed that a tree needs to be returned because it was damaged or defective due to transport, we will organise and pay for the return, provided the original packaging has been retained.

We will arrange collection and email you a shipping label to attach to the package, or provide a shipping code which must be written clearly on the outside of the box.

The customer is responsible for making sure the tree is properly and securely repackaged for collection, using the original packaging wherever possible.

Please do not send a tree back without contacting us first and receiving return instructions from our team.

4. Refunds

Where a refund has been agreed, we will process it within 7 days.

Refunds will normally be made using the original payment method.

If an order is cancelled before fulfilment, the full amount paid will be refunded.

Where a refund is due because an item was damaged or defective on arrival, we will also cover the agreed return costs.

5. Plants and trees are living products

Our trees and plants are grown outdoors and are living products. Natural variation in appearance is therefore to be expected.

Trees may have different shapes, branch structures, leaf coverage and proportions to those shown in website photographs. Seasonal changes will also affect their appearance. These natural variations are not defects.

Once delivered, plants and trees also require appropriate care. We cannot accept responsibility for deterioration caused by incorrect planting, watering, storage, frost, weather conditions, neglect or other care after delivery.

If you are unsure about planting or caring for your tree, please contact us. Our team is happy to provide advice.

6. Bare Root Trees

Bare root trees are a seasonal product and have specific ordering, delivery and return conditions.

Bare root trees are field-grown and supplied while they are dormant, normally during the bare root season. They are lifted from the ground and prepared for dispatch specifically for this seasonal period.

Because bare root trees are living, seasonal products, they are subject to specific terms which are explained on our Bare Root Trees page.

Please read the information on our Bare Root Trees page before purchasing a bare root tree.

7. Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law.

If you believe your tree or plant is damaged or defective, or if you are unsure about your rights or what to do next, please contact us as soon as possible.

Contact Trees Direct:
Office: 01584 878 878
Email: info@treesdirect.co.uk

You can also visit our Contact Us page for our contact details and enquiry form.

We are a small, family-run nursery and we're always happy to help with questions about your order, your tree or its care.