Shipping & Returns
Local Deliveries (Between 0-15 Miles From the Garden Centre)
Most of our local deliveries will be scheduled for the first available Monday or Wednesday, however this cannot be gaurenteed. Once allocated your delivery day, if you would like to find out an approximate delivery time, please call 02476 614 752 on the day of your delivery. Landscaping products, plants, feeds & chemicals, garden pots, and paint & stains can be delivered locally, within a 15 mile radius, however we reserve the right to refuse delivery services upon occassion at managers discretion.
Delivery charges vary dependent on postcode.
Large Items
Larger items (such as - but not limited to - garden furniture) can be delivered both locally (within a 15 mile radius) and nationally (within a 200 mile radius). We outsource our national delivery service to SGK Distribution. If you would like to track a recent order, you can track the progress of your order here. You will need your postcode and Tracking ID, which we will send via email or SMS. If delivering via SGK Distribution, delivery can take between 5-7 working days.
If your basket comes in as below £1000 there will be a fee for delivery, unless otherwise specified. If you require your item sooner, please contact us and where possible we will try our best to meet your requirements. You may contact us via email at sales@hilltopgardencentre.co.uk, or call us on 02476 614 752.
Upon delivery of your online order, If our courier company are unable to complete delivery due to customer fault, such as - but not limited to - not being present at the property, charges will be incurred to re-attempt delivery. It is the customers responsibilty to pay these charges. A member of the team at Hilltop Garden Centre will contact you, the customer, to discuss the charge amount and collect payment.
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 as online payments generally take at least 1 working day to clear. Please wait to be contacted by a member of our team before coming into store to collect your order.
Please also mindful of the size of the items on your order, especially if your order includes a garden furniture set as these mainly come pre-made and boxed, most of these items will require you to bring a larger vehicle, such as a van. If you have purchased a hanging egg chair from us please note these may be able to fit in the boot of a 4X4, however we cannot gaurentee this. Any double egg chairs will not fit inside a car boot.
Returns policy
We ask that if you are not satified with the items you have collected or have been delivered that you email us on sales@hilltopgardencentre.co.uk where a member of our team will make you aware of the possible next steps, please be aware that in some situations it may take some time to find a resolution, as a lot of manufacturers can take 5-7 business days to respond.
When returning items to us, we ask that the item be returned in it's original packaging where possible, however if this is not possible you must make sure they are packed in a way that ensures the items will not be damaged in transit. Items that are returned to us incomplete or damaged will be returned to you and cost of return carriage will be charged.
If items are damaged upon delivery, you must notify us immediately with photographic evidence. 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 misuse 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.
In line with your rights, on the day of delivery you have a 14 day cooling off period. You must inform us in writing by emailing sales@hilltopgardencentre.co.uk if you want to return your goods. We will then take the appropriate steps to arrange a return. You will be required to pay return postage unless agreed upon by ourselves that we will cover the cost of return. We highly recommend you use a method of tracking when returning your goods to us 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.
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.