Tree Guarantee & Replacement Policy

We aim to source the highest quality stock available and we try to supply a tree that is suitable for the intended purpose. We cannot be held responsible if incorrect or inadequate information is provided to us. General recommended information on planting practices is available on a fact sheet either in store or on our website, however we recommend asking one of our qualified horticulturists for additional or more specific advice if needed for your situation.

As a tree is a living organism, we cannot guarantee specific growth rates or mature size. All sizes and growth rates are given as a general guide and are produced under ideal conditions. Trees can take some time to ‘adjust’ to the conditions in their new position and will not necessarily put on expected ideal growth during this period.

Trees leave the garden centre in a healthy condition. Should a tree not appear to be doing as well as expected, we require you to contact us immediately by email. Please provide photos plus any additional information regarding the care of that tree. Should you wait until your tree has died to contact us, we will NOT offer a replacement (at reduced cost or free).

We generally require customers to contact us by the end of November with trees that have failed to shoot (in the case of bare-rooted and newly bagged, current season trees) for a full or partial refund, this is at our discretion.

In our experience, when one of our purchased trees fails it is generally caused by the way the tree has been cared for and maintained. When this is rectified, the tree should recover. We are not responsible for the replacement of trees that have been incorrectly treated, under watered, over watered, incorrectly planted or generally not given adequate growing conditions.

Should advice on a sick tree be sought and then implemented from other garden centres, landscapers, friends/family or neighbours, we will not responsible for the replacement of that tree (either in full or in part).

When judging whether a failed tree warrants a replacement, the performance of the same trees remaining in stock (from the same batch) will be taken into account as well as any other feedback from purchasers of the same tree.

Should it be deemed that the failure of the tree is not due in full to the customer, we will either replace the tree in full or at a discounted rate at out discretion. Should the said tree be out of stock, we will either issue a store credit to the value of the purchased tree or provide a replacement tree when it returns into stock. Replacement trees will be of the same value/size as the original tree. Should there be a difference in price, a store credit shall be issued or the difference is payable by the customer.

All bare-rooted trees must be pruned by a minimum of 1/3. This is done by staff after the tree is purchased and before the tree leaves the garden centre. Should you refused this free service, any guarantee on the tree is void.

Delivery of the tree shall not be covered by the guarantee. Should delivery of replacement tree be needed, the customer may be required to pay the fee.

Regardless of the whether the tree is covered by a guarantee and replacement policy or not, we will always give advice to correct the situation.

Trees that we do not offer any guarantee and replacement policy on include but are not limited to; Betula species (Silver Birches), Prunus amygdalus (Almonds), Prunus mume pendula (Weeping Apricot), Prunus sp. (Cherries, ornamental or fruiting). Please contact us if there are any queries.

Please Note: Proof of purchase (either in the form of a receipt or tree label with price tag) is required for a tree to be eligible for a full or partial refund.