Returns & Refunds

Van Hage is dedicated to your total shopping satisfaction. For any enquiries about an order, a delivery, or comments about our website service please email us at van.hage@vanhage.co.uk or phone 01920 870811 between 9.30am and 4.30pm Monday to Friday, quoting your order number (if applicable) at every enquiry.

Damaged in Transit

Please check your order upon delivery before signing for it. If it has been damaged in transit refuse the delivery and sign the driver's delivery form "damaged in transit". Contact us immediately so that we can arrange for a replacement item to be sent or for your card to be refunded. Once the order has been accepted by you any damage could be deemed to have occurred after delivery.

Incorrect Product

If you were sent something which wasn't ordered and is not a substitute item please contact us immediately. Do not use it and keep it in its original packing and you will not be charged.

Defective Product (non plant)

Contact us within 5 days of the delivery if you would like us to arrange a replacement or refund.

Defective Plant

Contact us within 5 days of the delivery if you would like us to arrange a replacement or refund. We may ask you to send a photograph to show its condition on arrival as it could look different by the time it returns to us. Please bear in mind that plants look different depending upon the time of year and their particular growing season.

Plant Guarantee

If any of our shrubs, trees or perennials fails within five years we will be happy to replace it or refund your money as long as it is not due to what we consider to be a lack of proper horticultural care. Please take a picture of the plant, detail the problem and send it to us, quoting the original order number to van.hage@vanhage.co.uk. We will reply within 7 days.

Indoor Plants

Contact us within 24 hours of delivery if you would like us to arrange a replacement or a refund, with a photograph to show the problem (as it may look different by the time it is returned to us) quoting the order number.

Cancellation

You can return any ordered items within 14 days of the delivery date by notifying us, quoting the related order number. We will not accept bespoke and perishable products. We will not be responsible for the costs involved in returning products within this 14-day period unless the reason for the return is a manufacturer or quality fault. All products remain your responsibility until we receive them back. To qualify for a full refund products must be returned in their unused, original condition and packaging, and received by us within 30 days from your cancellation notification.