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 876809 between 8:30am and 4:30pm Monday to Friday, quoting your order number (if applicable) at every enquiry. We will aim to respond to all email communication within 2 working days.

Making Changes to your Order

If you wish to make a change to the goods you have ordered, in the first instance, contact us at van.hage@vanhage.co.uk. If the goods have not already been dispatched, we wll advise on any consequential change in price, the timing of supply along with any other relevant information required to action the change requested. For goods which have already been dispatched, additional charges may be incurred, these will be notified and agreed prior to proceeding with any changes.

Price & Payment

The price you pay is the price displayed in respect of the relevant goods on our website at the time we receive your order plus any applicable delivery charges. Charges for goods/delivery are subject to change. All prices are inclusive of VAT (where applicable) at the current rate. Although every effort is made to ensure that all prices shown on our website are accurate, errors may occur. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible and give you the option of either reconfirming your order at the correct price or cancelling it. If you choose to cancel, a full refund will be issued. Refund payments can take up to 3 working days to appear back in your account. 

Delivery

Every effort is made to ensure delivery is completed within the indicated time frame on the details tab of each product or to accomodate any previously arranged delivery instruction, however dates for delivery are estimates only and ar not guaranteed. Details of delivery including any costs are set out on the website product pages, under the details tab. We are not responsible for delays outside our control. If delivery of the goods is delayed by an event outside our control we will contact you as soon as possible, however we will not be liable for delays in arrival of goods. If substantial delays are expected you may contact us to cancel the order and receive a refund.
If nobody is available to accept the goods at the delivery address provided, a card will be left for you to re-arrange delivery (Monday to Friday ONLY). If you do not re-arrange delivery within the time specified by the courier, further costs may apply. The goods will be your responsibility from the time we deliver, or first attempt to deliver the goods to the delivery address given on your order.
Information given on your order is used to address delivery of the goods therefore it is your responsibility to ensure all details including contact telephone numbers are correct when placing your order. Certain orders may be dispatched directly from our suppliers or from various locations, this may lead to more than one delivery to complete your order. 

Damaged in Transit

Please check your order upon delivery before signing for it. If it arrives in an unsuitable condition with obvious damaged, refuse the delivery and sign the driver's delivery form "damaged in transit". Contact us immediately at van.hage@vanhage.co.uk so that we can arrange for a replacement item to be sent or for your payment 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 at van.hage@vanhage.co.uk. Do not use it and keep it in its original packing and you will not be charged.

Returns & Refunds

The regulations for distance selling apply as set out below;
If you change your mind you have a total of 28 days to return the product. This allows 14 calendar days from the day after you receive the product to notify us that you wish to return the goods. Once you've cancelled an order you then have a further 14 days to send the goods back. To obtain a refund the product must be returned in its original condition, in it's original packaging. Please note we will not pay the cost of returning the item to us. For your protection and peace of mind, we recommend you use a recorded delivery service to return product(s) and ensure that the compensation value covers the value of the item.
Items should be returned to Website Dept, Van Hage, Pepper Hill, Great Amwell, Herts, SG12 9RP.  
If you discover the goods are faulty, you must notify us of the defect as soon as possible or within 5 days of the date of the delivery with supporting evidence.

All returns must be notified to Van Hage by completing our online form - found here

Defective Product (non plant)

If you discover the goods are faulty, you must notify us of the defect as soon as possible or within 5 days of the date of delivery with supporting evidence using our online returns form. We will then contact you to discuss details of the option to replace/return/refund the product.

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.

Changes to our Website

We may update our website from time to time, and may change the content at any time. However, please note that any of the content on our website may be out of date at any given time, and we are under no obligation to update it. We do not guarantee that our website, or any content on it, will be free from errors or omissions.

Gift Vouchers

At present Van Hage gift vouchers can only be redeemed against purchases in our stores and not against online orders. Orders are dispatched via Royal Mail Signed For service.

Event Tickets

Customers who have booked online must present their printed ticket/s with its unique reference number/s to ensure entry into the event. All event bookings are non-refundable and non-transferable. If a session is cancelled by Van Hage, ticket holders will be offered places on an alternative session up to the value of the original tickets. If this is not possible by Van Hage, a full refund will be given. A refund will only be given on presentation of the original tickets within 28 days of the cancelled session. It is your responsibility to ascertain whether an event has been cancelled and the date and time of any rearranged event. By buying these tickets you are agreeing to the Van Hage privacy policy and terms and conditions. Customers should arrive at least 20 minutes before the start of your session time. The length of each sessions is as outlined in the event details. It is your responsibility to check your tickets; mistakes cannot always be rectified. 

Offers

From time to time we may have items/offers available exclusively to our Online Store only. Pricing on our website may differ to in-store prices due to the delivery area covered by our online service. Please check prices with your local store to avoid disappointment.