Returns & refunds
Thank you for shopping at Just Pleachy
We value your business and aim for complete customer satisfaction. If you're not entirely pleased with your purchase, we're here to help.
In accordance with our Plant Health Professional Operator registration (CRN: 147706), we sell to consumers (final users) for personal use in mainland UK only. Strictly not for the trade or resale.
The full amount for all products and planting services must be paid at the time of ordering. By completing your payment, you agree to our terms, including this refund policy. UK law treats bespoke and perishable goods like trees and plants differently from non-perishable goods. Please note bespoke and perishable goods are exempt from the 14-day cooling-off period and are non-refundable, unless damaged or faulty. This policy is designed to be easily understood and has been written in plain English. It is in three parts:
- "perishable goods" (i.e., pleached trees and ready-made borders),
- "bespoke goods" (i.e., custom framed trees, bespoke sizes trees, ultra-mature trees and other rootball, dug-to-order plants)
- "non-perishable goods" (i.e., tree staking kits)
- "planting services" (i.e., pleached tree planting service)
For perishable goods (including trees and plants):
Right to cancel: If you cancel before your order has been processed, you are entitled to a full refund, including our standard rate delivery costs.
Exchange: You can exchange perishable goods before your order has been processed. We will amend your order and, if there is a balance to pay or a refund due, we will arrange this accordingly. If you wish to exchange perishable goods on delivery, please contact us immediately on arrival so we can discuss the available options. If an exchange is agreed, please note that due to the specialist nature of tree deliveries, typical re delivery costs are £180. This does not apply to bespoke goods.
Damaged or faulty goods: Please inspect all perishable goods carefully at the time of delivery. If any items appear damaged, defective, or not as described, you must inform the driver immediately and contact us at the same time so we can assess and resolve the issue. Refuse delivery of the affected items so they can be returned to us straight away. Where delivery is refused due to damage, defect, or incorrect goods, return transport costs will not be charged. Once the goods have been accepted and the driver has left the premises, we are unable to accept returns due to the perishable nature of the products. Please note that perishable goods, including live plants and trees, do not carry any warranty beyond your statutory rights under the Consumer Rights Act 2015.
14-day cooling-off period: Perishable goods are exempted from the 14-day cooling-off period.
Refusing damaged or faulty perishable goods:
- Inspect the goods at the time of arrival.
- If the goods are damaged or faulty, refuse to accept them.
- Delivery is refused and the goods are returned.
- You are entitled to a full refund, including our standard rate delivery costs.
- The goods must return in the same condition as they were delivered, or we may deduct any loss in value due to handling.
For bespoke goods (including custom framed trees, bespoke sizes trees, ultra-mature trees and other rootball, dug-to-order plants):
Right to cancel: Some of our products are both perishable and bespoke. Custom pleached trees are made to order with bespoke frames or bespoke sizes. Rootball plants and ultra-mature trees are field-grown specimens that are dug-to-order. Once any bespoke work has begun, such as frame preparation, custom pruning or pleaching, or digging, the order becomes non-refundable. This is in line with the Consumer Contracts Regulations 2013, which exclude bespoke and perishable goods from standard cancellation rights.
Fulfilment and delivery for bespoke orders: For bespoke and dug-to-order products, fulfilment is deemed complete once production has been completed and the goods are ready for dispatch. This applies whether or not physical delivery has taken place. Where a customer asks for delivery to be delayed, paused, rescheduled, or held for any reason does not suspend, reverse, or invalidate fulfilment. A request to delay or refuse delivery is treated as a customer-directed holding arrangement and does not affect the fulfilment status of the order. Refusal of delivery, or failure to accept delivery once goods are ready for dispatch, is considered a change of mind and does not create any entitlement to a refund for bespoke or dug-to-order products. Holding goods at the customer’s request is offered as a goodwill gesture only and does not imply that the order is incomplete, cancelled, or refundable.
Damaged or faulty goods: Please inspect all perishable goods carefully at the time of delivery. If any items appear damaged, defective, or not as described, you must inform the driver immediately and contact us at the same time so we can assess and resolve the issue. Refuse delivery of the affected items so they can be returned to us straight away. Where delivery is refused due to damage, defect, or incorrect goods, return transport costs will not be charged. Once the goods have been accepted and the driver has left the premises, we are unable to accept returns due to the perishable nature of the products. If the acceptance slip is lost or spoiled, the act of taking delivery will still be treated as acceptance of the goods. Please note that perishable goods, including live plants and trees, do not carry any warranty beyond your statutory rights under the Consumer Rights Act 2015.
14-day cooling-off period: Bespoke goods are exempted from the 14-day cooling-off period.
Refusing damaged or faulty bespoke goods:
- Inspect the goods at the time of arrival.
- If the goods are damaged or faulty, refuse to accept them.
- Delivery is refused and the goods are returned.
- You are entitled to a full refund, including our standard rate delivery costs.
- The goods must return in the same condition as they were delivered, or we may deduct any loss in value due to handling.
For non-perishable goods:
Right to cancel: If you cancel before your order has been processed, you are entitled to a full refund, including our standard rate delivery costs.
Damaged or faulty goods: Inspect the goods immediately on arrival. If they are faulty or not as described, please refuse the delivery and inform the driver and us immediately. Where delivery is refused due to damage, defect, or incorrect goods, return transport costs will not be charged.
14-day cooling-off period: You may change your mind within 14 days, no reason needed. To exercise this right, email us at info@justpleachy.co.uk.
Returning non-perishable goods:
- Confirm receipt within the last 14 days.
- Email info@justpleachy.co.uk with your name, order number, address, and goods to return.
- Handle goods carefully and use a courier insured for the full retail value.
- You are entitled to a full refund, including our standard rate delivery costs.
- The return costs are your responsibility, the goods must return in the same condition as they were delivered, or we may deduct any loss in value due to handling.
For planting services:
Right to cancel: Our planting services are provided by Harrod Outdoors Limited. Their full terms of service are available here: Harrod Outdoors Terms of Usage. If you cancel before your booking has been confirmed, you are entitled to a full refund.
Cancellation and refund terms: If you cancel after your booking has been confirmed and:
- More than 48 hours before the planting date: A 10% cancellation fee applies.
- Less than 48 hours before the planting date: No refund is given.
Rescheduling: If you need to reschedule, contact us promptly. Requests to reschedule must be made at least 48 hours before the planting date. Late rescheduling requests may be treated as cancellations and incur the same fees.
Service cannot be completed: If the planting cannot be completed due to unforeseen circumstances (e.g., severe weather, emergencies, or access restrictions), we will reschedule to complete the work.
Non-refundable scenarios: No refunds will be issued once the planting service has started unless required by law or where Harrod Outdoors is at fault. Similarly, if our team arrives on site and cannot proceed due to site conditions that prevent planting, such as unremoved or unmovable tree stumps, poor access, unsuitable ground conditions, or other unforeseen obstacles, no refund will be issued. In these cases, customers may choose to reschedule the work once the issue has been resolved, and additional costs may apply.
Customer responsibilities: To ensure the planting can proceed as planned, we welcome site photos before the planting team arrives. Customers are responsible for:
- Ensuring clear and safe access to the planting site.
- Preparing the site as agreed (e.g., clear of obstacles, suitable soil conditions).
- Notifying us in advance of any potential issues, such as underground utilities, uneven terrain, or restricted access.
Force majeure: If unforeseen circumstances prevent the planting from taking place (e.g., severe weather, accidents, or government restrictions), we reserve the right to reschedule without penalty.
Reimbursement
We process refunds within 14 days of receiving returned goods. The same payment method will be used unless otherwise agreed.
Questions?
For queries about our Returns and Refunds Policy, email info@justpleachy.co.uk. Thank you for choosing Just Pleachy.
