Shipping & Returns

Due to COVID-19 we are currently running a limited delivery service, with an increased demand for both delivery and collection please bare with us and be kind to our staff in this difficult time.

Local deliveries

Landscaping products, plants, feeds & chemicals, garden pots, and paint & stains can be delivered locally, within a 15 mile radius, If you have selected to have your order delivered please be aware that due to increased demand our policy is to ensure you order is with you within 14 working days of the order being placed. If you have placed an order for delivery and have changed your mind and wish to collect your items rather than have them delivered we may be able to fit you into our collection schedule where possible, however as this will have been a decision made by yourselves as customers we will not be able to process a refund for the already paid delivery fee.

Delivery charges for this service are as follows:

0-3 miles radius- £15 delivery fee 

3-15 miles radius - £20 delivery fee 

Large items (such as garden furniture)

Larger items such as garden furniture are still being delivered nationally, this will be delivered via an outsourced delivery company which is why you will find there is a higher delivery fee than on our local deliveries, If you have selected to have your order delivered please be aware that due to increased demand our policy is to ensure you order is with you within 14 working days of the order being placed.

 

Collect from store

If you have chosen the option to collect from store please be aware that your item is not likely to be ready to collect on the same day as purchasing. We can ensure your order is ready for collection at the latest of 5 working days after you have placed your payment. In most cases if you have placed your order on a working day then your payment will have cleared by the next working day, If you have placed your order on a weekend then your payment will not be received until at least the next working day. Please wait to be contacted by a member of our team before coming into store to collect your order.

Please also be aware of the size of the items on your order, especially furniture sets as most will come pre-made and boxed, most of these items will require you to bring a larger vehicle such as a van. If you have purchase a hanging egg chair from us please note these even can be a squeeze to fit inside the boot of a 4x4, any double hanging egg chairs will not fit inside of a car boot.

 

Returns policy

Due to the current social distancing mesures it wont be possible for our customers to simply drop in to return a product, we ask that if you are not satified with the items you have collected or delivered that you email into us on  sales@hilltopgardencentre.co.uk where a memeber of our team with make you aware of the possible next steps, please do be aware that in some situations is may take some time to get a resolution as alot of manufacturers will have ceased distribution/have a smaller team working. 

With your receipt and order number we offer a 7 day returns policy. If you are not satisfied or change your mind you have the right to return your order within 7 working days from date of delivery and receive a refund excluding delivery charges that we have incurred (due to COVID-19 you will need to have been in contact regarding the product within the 7 days mentioned previously) You will be required to pay return postage and we highly recommend you use a method of tracking and take due care of all the package as you will be liable for the goods until we receive them. If the item is heavy you can contact us for help in returning the item to us.  Products must be returned in original packaging, in pristine saleable condition. Products not received in such condition or incomplete will be returned to you and cost of return carriage will be charged. Please email sales@hilltopgardencentre.co.uk for refunds, returns, and cancellations. You retain the right to cancel items purchased on website before they have been despatched. If cancelled after they have been despatched or you are unable to take delivery you are liable for delivery charges and this will be deducted from your refund.

If items are damaged upon delivery, you must notify us immediately. Photographic evidence will then be required within 7 days. If an item develops a fault excluding fare wear and tear within a 12 month period you must stop using the product, contact us immediately and send photographic evidence of the fault. We cannot be responsible for a fault developed by items assembled incorrectly or miss use of the item. We will either repair send replacement parts or exchange the item.  If we are unable to exchange the item then a refund will be given upon receipt of the item. If we choose to arrange a collection for the item, please allow up to 30 days to process any refund upon receipt of goods. We will only give a refund on faulty items when we are unable to replace parts or exchange the faulty item.  If we require the faulty item to be returned, we will arrange collection. It is your responsibility to make sure someone is at the property for collection.