Trees-Online Retail Terms and Conditions

1. Delivery Areas

We deliver plants, trees, and accessories to most UK mainland addresses free of charge, subject to postcode exclusions and courier limitations.

We do not deliver to Northern Ireland, the Channel Islands, the Isle of Man, or destinations outside the UK.

2. Delivery Surcharges

Some locations attract additional courier charges, including (but not limited to) parts of Scotland, offshore islands, London congestion or restricted zones, and the Isle of Wight.

Courier pricing and postcode rules change. If a courier applies a surcharge after an order is placed, you agree that this cost may be charged separately or deducted from any refund.

3. Delivery Method and Consent

By placing an order, you authorise delivery without a signature and accept that parcels may be left in a safe place or with a neighbour where the courier considers this appropriate.

If you do not want this, you must notify us in writing before dispatch. Once dispatched, delivery instructions cannot be changed.

4. Delivery Times

All delivery dates are estimates only. Delays may occur due to weather, traffic, courier issues, or other factors beyond our control.

We are not responsible for any losses arising from delayed delivery, including labour, contractors, accommodation, or other consequential costs.

5. Availability to Receive Delivery

You are responsible for ensuring someone is available to receive deliveries.

If plants are delivered while you are away, redirected, or left unattended and deteriorate as a result, we accept no responsibility.

6. Incorrect Address or Access Issues

We deliver only to complete, accurate physical addresses.

Incorrect addresses, postcodes, access restrictions, security gates, or refusal of delivery may result in return, redelivery, or disposal charges.

Any costs incurred will be deducted from any refund. No refunds are given for losses caused by incorrect delivery details.

7. Returns, Inspection and Biosecurity

Returned plants are subject to inspection and biosecurity checks.

A minimum inspection and quarantine fee of £18 applies to most returns.

Plants that have been planted, neglected, damaged, or exposed to disease cannot be refunded or replaced.

8. Cancellations

Non-Custom Orders

You may cancel non-custom orders within 5 working days unless the order has already been processed, labelled, boxed, or dispatched.

Return courier charges while in transit typically range from £20 to £95, depending on size.

Custom or Special Orders

Custom or special orders may incur non-refundable costs of up to 60%.

If collected after delivery, return costs start at £30 and may reach 60% of the order value.

9. Claims and Replacements

Plants must be inspected immediately on arrival.

Claims for transit damage must be reported within 7 days with clear photographs. Trees must not be disposed of without written agreement.

Minor transit damage, die-back, or cosmetic issues that can be pruned out are not grounds for refund.

Each tree will be replaced at most once.

10. Plant Characteristics

Plant heights are guidelines. A tolerance of approximately ±10% is acceptable.

Natural variation, seasonal appearance, and weather-related die-back are not faults.

11. Courier Refusals

You may refuse delivery, but return courier charges may apply and can range from 20% to 70% of the order value unless the goods are incorrect or terminally damaged.

12. Chargebacks

If a bank chargeback is raised and approved, the contract is treated as terminated.

All warranties, guarantees, replacements, and after-sales support immediately cease.

13. Limitation of Liability

We are not liable for indirect or consequential losses.

Our liability is limited to the cost of the goods supplied.

14. Governing Law

These terms are governed by English law and subject to the exclusive jurisdiction of the courts of England and Wales.