Return policy

Palm and Olive Return Policy Thank you for choosing Palm and Olive for your gardening needs. Our commitment to providing high-quality plants, trees, and gardening products is at the heart of what we do. We appreciate your business and aim to ensure that every purchase meets your expectations. Below is our return policy, which has been crafted to be clear, fair, and in compliance with UK consumer protection laws. Cancellation Rights: Customers have the right to cancel their order for any reason within 14 days from the day they, or a third party indicated by them, receive the goods. To exercise the right to cancel, customers must inform us of their decision with a clear statement using the cancellation form provided on our website or any other clear method. Return of Goods: After notifying us of the cancellation, customers have 14 days to return the goods to us. We ask that all items, whether they are live plants, trees, or gardening products, be returned in their original condition, adequately protected, and securely packaged to ensure their safe return. Return Costs: Customers are responsible for the cost of returning the goods. We recommend using a trackable shipping service or purchasing shipping insurance for higher-value items, as we cannot guarantee that we will receive the returned item. Condition of Returned Goods: All items are carefully inspected before dispatch. For live plants and trees, we document their condition to ensure they are healthy and ready for planting upon arrival. If any item is returned damaged, beyond what would be expected from normal handling and planting, we reserve the right to offer a partial refund or decline a refund based on the extent of the damage. Refunds: Upon receiving the returned items and inspecting their condition, we will process the refund to your original method of payment within 14 days. This refund will include the cost of the product but exclude original delivery charges and the cost of return shipping. Adjustments to the refund amount may be made if the returned item is found to be damaged. Faulty Goods: If you receive any item that is faulty or not as described, you are entitled to request a full refund within 30 days of purchase, in line with the Consumer Rights Act 2015. Beyond this period, we may offer a repair, replacement, or refund, depending on the circumstances. Exemptions: The right to cancel and return does not apply to personalized items or goods that, by their nature, cannot be returned due to perishability or that deteriorate rapidly. This exemption includes certain live plants and trees that are susceptible to significant stress if returned. However, this does not affect your statutory rights in relation to faulty or misdescribed items. Should you have any questions or need to initiate a return, please contact our dedicated customer service team, who are available to provide assistance and support throughout your experience with Palm and Olive.