Event Terms & Conditions
Product Descriptions & Images
The images of products are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Products. Your Products may vary slightly from those images. The item for sale is that in the description, not the image. We cannot guarantee that our website, or any content on it, will be free from errors or omissions.
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. If the product is to be exchanged, the correct product will be dispatched upon receipt of the received item.
All returns must be notified to Van Hage by completing our online form prior to collection/return - found here
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 firstname.lastname@example.org. If the goods have not already been dispatched, we will 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. Sale and special offer prices are only applicable for items purchased during these periods and cannot be adjusted/refunded for items purchased prior to any discount/sale price.
Every effort is made to ensure delivery is completed within the indicated time frame on the details tab of each product or to accommodate any previously arranged delivery instruction, however dates for delivery are estimates only and are 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 we will contact you to offer a cancellation and refund or to establish if you are happy to wait for your order.
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. (Extra large items are delivered on a pallet, please note; no packaging or rubbish will be removed by the courier.)
Please note that orders placed on a Friday may not be processed until the following Monday and that orders placed on a Friday before a Bank Holiday may not be processed until the next working day. Delivery estimates for orders placed after 2pm are calculated from the next working day onwards and not from the day that the order was placed.
All furniture (except folding items) are supplied in flat-pack form unless otherwise stated. We will deliver the goods to the address specified in your order. It is important that the address is accurate and entered in full where possible as this will act as your address label. Please be precise as to where you wish goods to be left should you be out when we deliver. We cannot accept responsibility for any loss or damage to goods once they have been delivered in accordance with your instructions.
Premium dispatch options for a product can be found on each qualifying product page. We deliver most items Monday to Friday, 9am-6pm. Please contact us for arrangements outside of these hours.
In certain mixed orders, products may be sent from multiple locations and therefore may arrive separately. This will not affect your cost of delivery.
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 email@example.com 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.
If you were sent something which wasn't ordered and is not a substitute item, firstly, we apologise for any inconvenience caused and secondly, please contact us immediately at firstname.lastname@example.org. Do not use the item and keep it in its original packing and you will not be charged. If the product is to be exchanged, the correct product will be dispatched upon receipt by Van Hage of the incorrect item.
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.
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.
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 email@example.com. We will reply within 7 days.
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.
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. We do not guarantee that our website, or any content on it, will be free from errors or omissions and we apologise if this may rarely lead to any inconvenience.
Gift vouchers available to purchase online as follows:
Van Hage Gift Vouchers - available in £5, £10 and £20 can only be redeemed against purchases in our stores and not against online orders. Orders are dispatched via Royal Mail Signed For service.
HTA National Gift Vouchers - available in £5, £10 and £25 can be redeemed against purchases in our stores and where HTA vouchers are accepted. Not redeemable online. Orders are dispatched via Royal Mail Signed For service.
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.