Returns

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 and quote your order number (if applicable) at every enquiry.

• We guarantee to send you only top quality products and do our very best to package everything so that it arrives safely. If you do have a problem:
  Email mailto:van.hage@vanhage.co.uk or
  Phone 01920 870811 between 9.30am and 4.30pm Monday to Friday.
  Please quote your order number at every enquiry.
• Damaged in Transit - Please check your order before you sign for it. If it has been damaged in transit refuse the delivery and sign the driver's delivery form "damaged in transit". Contact us so that we can arrange for a replacement or a refund. 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 28 days of the delivery and we will be happy to arrange either a replacement or a refund. Please keep the original packaging. If you contact us after 28 days we will refer to any manufacturer warranty for that 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.
• Cut Flowers and 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 cancelled products, notified to us within 8 days from when they were delivered. We will not accept bespoke and perishable products. Contact us, quoting the order number. We will not be responsible for the costs involved in returning the products. The products remain your responsibility until we receive them. To get a full refund the products must be in their unused, original condition and packaging. We must receive them within 28 days from your cancellation notification.