Return Policy

Grafton Nursery Returns Policy

How to contact us:

Please call us on the telephone on 01905 888 098 within 24 hours (for plants) or fourteen days (sundries) of receipt of your items.

If we are busy and cannot answer immediately do not leave a message; please send us a text/Whatsapp to 07485 920 703 or email [email protected] and we will return your call at our next opportunity.

Emails may not be read for 48 hours, especially over bank holidays or weekends.

An email is dated as being ‘received’ from the time it arrives in our in-box.

For urgent communications, please do not use Facebook/Facebook Messenger, Twitter, Instagram, or letters by post. 

Bio-security:

Due to our biosecurity we are unable to accept trees back from customers if they have been planted/potted on.

Please do not plant trees that you are unhappy with; we are unable to replace or refund specimens that have been planted/potted on.

Water:

Eucalyptus in pots are generally water-thirsty.

We grow our trees for many years without issue, using drip-irrigation, and they will have left our nursery suitably hydrated for their journey.

The Care Notes instruct customers to water the plant immediately upon delivery.

Trees may be a little bit droopy upon arrival (unavoidably) due to a length of time in transit; during the growing season of March-October this may be soft new growth but it’s best to treat it as requiring water.

Adequate watering would include; submerging the whole pot in a container of water for at least 30 seconds and then standing on a secure surface to allow it to drain, or, leaving a trickling hose/irrigation on the root-ball for 10 minutes. The pot should feel heavy.

Until they are planted out or potted on, they require adequate watering every day.

Adequate water needs to be given regularly during the tree’s first year with you; every day during hot-dry weather, or every 2-3 days during cooler months, until established.

However, Eucalyptus are not aquatic and should not be left standing in water for more than 30 minutes.

Eucalyptus do not bounce back from dehydration, like houseplants can. Once dried out, even if correctly irrigated later on, the tree will most likely die and will not be in a re-saleable condition, therefore we will not refund/return/exchange trees that we suspect have been allowed to dry out.

Consumer Rights:

All of our plant products are living beings and therefore perishable. ‘Perishable Items’ are handled differently under the Consumer Rights Act 2015 and therefore problems/complaints should be raised as a matter of urgency. Due to the sensitive nature of living plant material, ‘urgency’ is deemed to be within 24 hours of receipt.

The statutory 14-day ‘cooling off’ period does apply to the purchase of gift certificates and sundries.

Problems with your order

Worried about your order? 

If you have a concern, no matter what it is, please call us as directed above and we’ll be happy to help.

Damaged in transit? 

We’re very sorry to hear this and apologise for any inconvenience caused.

We package all of our trees very carefully in custom-made cardboard boxes and/or wooden frames to protect them.

We cannot be held responsible for couriers’ actions however we will do our best to resolve the issue.

Customers wishing to register an issue with a courier/delivery must do so within 24hrs of receipt.

We cannot resolve issues registered after 24 hours of delivery having taken place as the customer is deemed to have accepted the delivery.

Immediately upon receipt, please take clear photographs of the damage, both from a distance and close up.

Please contact us as detailed above. Our helpful team will help resolve the issue as quickly as possible.

Not what you ordered? 

We will always send you our happiest and healthiest plants, correctly labelled and true to type. If you feel that, for any reason, the product we have sent to you do not meet with this high standard please contact us as detailed above.

To find out what has gone wrong with your original order, we request that you to send us photographs of the items(s).

Please bear in mind that eucalyptus change their leaf shape/colour and bark colour/pattern as they age, they also grow relatively quickly and may be larger than the item ordered – these are a normal growing processes and we cannot refund or replace trees on this basis.

Trees are all unique (like humans!). Photographs on product pages are indicative of form and appearance only. Depending on their age and pruning regimen, your tree may vary from example photographs. If you would like a photograph of your specific tree prior to ordering, we can arrange this.  

Should there be a problem with your order and you wish to return it, please contact us by telephone or email, within 24 hours (for plants) or fourteen days (sundries) of receipt of your order and we will refund the cost of the plants rejected or send you replacements (provided they are available), at our discretion.

Sundries such as tree ties, stakes, and guards are sold by their purpose as opposed to their physical appearance. As we replenish our stock, the colour of sundries may change to be different to that which is represented on the website. If the appearance of a sundry is important, please contact us and we can check our current stock.

Returns

Changed your mind and want to return the order? 

Please contact us as detailed above within 24 hours (for plants) or fourteen days (sundries) from receipt of your items.

Do not return your items until your request for a return/replacement/refund has been agreed.

All unwanted items must be returned in a saleable condition and proof of return given within a further 3 days from agreement (plants) or those fourteen days (sundries)  

We advise that you water the plant daily and stand it somewhere cool and safe until you can return it.

All of our plant products are living and therefore perishable; the longer they are left the more likely they will become unsalable, reducing the amount we are liable to refund.

Deductions may be made for signs of lack of due care (see Water above).

Please note that if a tree is ordered by a customer in error, or quantities over ordered, or you wish for item(s) to be returned/collected for a refund, in this instance the customer will be liable for a further delivery charge to cover the cost of the collection.

We will not entertain customers purchasing multiple items in order to choose between them and return items for a refund.

To where do I return items? 

Please note you must first notify us by phone on 01905 888 098 and subsequently by email or letter of your cancellation and return.

You can only return items by post if they were ordered online or by phone directly from hardy-eucalyptus.com or Grafton Nursery. The products must be returned in the original packaging or secure packaging and be traceable (Recorded Delivery).

Please make all returns out to: Grafton Nursery, Worcester Road, Grafton Flyford, Worcester WR7 4PW

Gift Certificates

I ordered a gift certificate. Can I return it and get a refund? 

Yes, gift certificates can be cancelled within 14 days of purchase – see note below regarding money already deducted from the certificate.

Please call 01905 888 098 quoting your order number and gift card/voucher number.

Refunds will be made only to the purchaser of the gift card/voucher and the billing address must match the original order.

The amount refunded will depend on two factors: the purchase price (not full value of the gift certificate) and any deductions already made on the certificate’s account. Deductions already made from the certificated account will be handled as per the statement below regarding items “ordered and purchased using a gift certificate”.

We cannot exchange gift vouchers for cash and cannot refund the value on the card to anyone other than the purchaser.

I ordered and purchased using a gift certificate. How do I get a refund? 

Refunds are made in line with our general Refund or Returns policy as detailed above.

The refunded purchase value will be made in the form of ‘store credit’ to a gift certificate within 14 days of proof of return. Unfortunately, we cannot refund to another payment method. If you wish for the refund to be placed on the same certificate please supply the gift certificate number.

Refunds

How long does it take to get a refund? 

All refunds, where applicable, will be made within 14 days of proof of return of faulty or unwanted goods.

We do not store your card details at any time for your security and may therefore need to correspond with the payee to make the refund. We therefore advise you report the need for a return and refund as soon as possible.

If a more expensive service (I.e. Next day, Nominated Day or Saturday Delivery) was chosen, only our standard delivery charge will be refunded along with the amount paid for the products.

The cost of returning the order and the risk of the item(s) being lost or damaged in transit when returning must be borne by the customer.

It is advisable that the customer obtains insurance to protect the returning parcel; enough to cover the full value should anything go wrong during transit.