Complaints & Chargeback Policy 

Title

Last updated: January 2026

1. Our Comitment 

At Topiary Twins, we're committed to delivering excellent service and high-quality products. We understand that sometimes things may not go as planned, and when that happens, we want to hear from you. Your feedback helps us improve and ensures we maintain the standards you expect.

2. How to Make a Complaint 

If you're unhappy with any aspect of our products or service, you have the right to raise a complaint.

 

Contact us:

Please include:

  • Your order number
  • The email address used to place your order
  • A clear description of the issue
  • Any relevant photos or documentation
  • What you'd like us to do to resolve the matter

Response time: We aim to acknowledge all complaints within 2 working days (Monday-Friday).

3. Our Complaints Process   

3.1 What Happens Next

 

When you submit a complaint:

  1. Acknowledgment - We'll confirm receipt within 2 working days
  2. Assignment - A member of our team will be assigned to handle your complaint
  3. Investigation - We'll listen carefully and gather all relevant details
  4. Response - You'll receive a written response outlining our findings
  5. Resolution - We'll offer a fair resolution based on the circumstances

We may contact you by phone or email if we need more information or clarification.

 

3.2 Resolution Timeframes

 

Simple matters: Resolved within 5 working days Complex matters: May take up to 14 working days Extended investigations: We'll keep you updated on progress at least weekly.

 

Our aim is always to provide a fair and timely resolution. If we find we have fallen short, we will apologise and put things right.

 

3.3 Our Approach

 

Throughout the complaints process:

  • We will treat you with respect and fairness
  • We aim to resolve concerns quickly and informally wherever possible
  • Where a full investigation is needed, we'll keep you updated on progress
  • We will maintain transparent communication at every stage
  • We will always aim to reach a fair outcome

4. What We Can Investigate 

We can investigate complaints about:

  • Product quality or condition on arrival
  • Delivery issues (delays, failed delivery, damaged goods in transit)
  • Customer service experiences
  • Website functionality problems
  • Incorrect or incomplete orders
  • Billing or payment issues
  • Refund processing delays

5. What We Cannot Investigate 

Some matters fall outside our complaints process:

  • Plant health issues arising after proper delivery (see our Thrive Guarantee and Refund Policy)
  • Matters already resolved or where a final decision has been communicated
  • Complaints about our policies themselves (though we welcome feedback)
  • Vexatious or abusive complaints
  • Anonymous complaints (we need to verify your identity and order)

6. If You're Not Satisfied with Our Response  

If you're unhappy with our final resolution:

  1. Request a review - Ask for your complaint to be reviewed by a senior manager
  2. Alternative Dispute Resolution (ADR) - We'll consider ADR/mediation on request
  3. Legal action - You retain the right to pursue legal remedies

ADR providers: Details of appropriate ADR providers are available on request. Using ADR does not affect your right to issue court proceedings.

 

For more information about your consumer rights: Visit Citizens Advice or call 0808 223 1133.

7. Payments, Refunds & Chargebacks

We handle all payments and refunds fairly and transparently. Most issues can be resolved quickly by contacting us directly, and we always encourage customers to reach out before taking formal action.

 

7.1 Please Contact Us First

 

Before filing a chargeback with your card provider, please contact us at hello@topiarytwins.co.uk.

 

We'll review your concern promptly and offer a fair resolution, which may include:

  • Replacement plants
  • Partial refund
  • Full refund
  • Store credit
  • Guidance and support

If a refund has already been issued or is in progress, filing a chargeback will duplicate the process and may cause delays.

 

7.2 Why Contact Us First?

  • Faster resolution - We can often resolve issues within 24-48 hours
  • Fair outcomes - We'll work with you to find a solution that's right for your situation
  • Avoid complications - Chargebacks can take weeks or months to resolve
  • Protect your rights - Chargebacks may limit your statutory rights if misused

Your statutory rights and cardholder protections under UK law remain fully intact. Nothing in this policy limits those rights.

8. When We May Dispute a Chargeback 

While we respect your right to dispute charges with your card provider, we may challenge (represent) a chargeback in the following circumstances:

 

8.1 Grounds for Dispute

 

We may dispute a chargeback where:

 

Delivery and acceptance:

  • Goods were delivered and accepted according to our Delivery Policy
  • Required inspection windows were not followed (see Delivery Policy, Section 11)
  • Proof of Delivery shows no issues noted and no photos taken at delivery
  • Plants were moved from delivery point without noting concerns

Refund already processed:

  • A refund has already been issued to your account
  • A refund is demonstrably in progress and will be completed shortly

Evidence contradicts claim:

  • Proof of Delivery shows no damage noted
  • Photos taken at delivery show plants in good condition
  • GPS and timestamp data contradict claimed issues
  • Communication history shows no concerns raised within required timeframes

Non-refundable goods:

  • Chargeback concerns custom/bespoke work that is non-refundable under our Refund Policy
  • Plants were refused at delivery for change-of-mind reasons (perishable goods exemption)

Duplicative or unfounded claims:

  • Claim duplicates a matter already resolved
  • Claim is not supported by evidence
  • Claim contradicts previous communications

See our Delivery Policy (Section 11-13) and Refund Policy (Section 4) for inspection windows, acceptance rules, and evidence requirements.

 

8.2 Our Process

 

If we dispute a chargeback:

  1. We'll submit evidence to your card provider (POD, photos, communications, delivery tracking)
  2. Your card provider will review both parties' evidence
  3. They'll make a final decision based on the facts
  4. You'll be notified of the outcome by your card provider

This is a standard dispute resolution process and does not affect your statutory rights.

9. If a Chargeback Reverses Payment After Delivery 

Under UK law, ownership of goods transfers to you only when we receive cleared payment in full. If a chargeback reverses payment after delivery has been completed and accepted:

 

Ownership implications:

  • Ownership may not have transferred, or may revert to us
  • The goods remain or become our property

We may take the following actions (to the extent permitted by law):

  • Request return of the goods
  • Seek payment for the goods
  • Recover reasonable direct costs incurred (card dispute fees, administrative costs, collection costs)
  • Refer the matter to debt recovery if payment is not received

This only applies where:

  • Payment has been reversed via chargeback
  • Goods were properly delivered and accepted
  • No valid quality, damage, or misdescription issue exists

10. Chargeback Abuse & Fraud 

We take chargeback fraud seriously. Confirmed unfounded, duplicated, or fraudulent chargebacks may result in:

 

Debt recovery:

  • Referral to an approved Debt Collection Agency for recovery of amounts owed
  • Recovery of reasonable costs incurred in the dispute process

Fraud reporting:

  • Reporting to Action Fraud (UK's national fraud and cybercrime reporting center)
  • Cooperation with law enforcement if requested

Account restrictions:

  • Refusal of future orders
  • Restriction of account access

We will always act proportionately and lawfully. We understand that genuine disputes can arise, and we only take these steps in cases of confirmed abuse or fraud.

11. Your Rights Are Protected  

Nothing in this policy limits:

  • Your statutory rights under UK consumer law (Consumer Rights Act 2015)
  • Your cardholder protections under your card provider's terms
  • Your right to raise genuine disputes about goods or services
  • Your right to legal remedies where appropriate

We encourage you to:

  1. Review our policies first - Delivery Policy, Refund Policy, Terms & Conditions
  2. Contact us to resolve the issue - hello@topiarytwins.co.uk
  3. Allow reasonable time for resolution - Most issues resolved within 5-14 days
  4. Use chargebacks for genuine disputes - Where we've failed to resolve fairly

This approach protects both your rights as a customer and our business from abuse, ensuring fairness for everyone.

12. Alternative Dispute Resolution 

If we cannot resolve your complaint to your satisfaction, we'll consider Alternative Dispute Resolution (ADR) or mediation on request.

 

What is ADR? ADR is an independent, impartial service that helps resolve disputes without going to court. It's often faster and less expensive than legal action.

 

How to request ADR: Contact us at hello@topiarytwins.co.uk and request ADR consideration. We'll provide details of appropriate ADR providers if we agree to participate.

 

Important: Using ADR does not affect your right to issue court proceedings if ADR is unsuccessful.

 

Consumer ADR providers:

13. Money Claims & Legal Correspondence 

If you wish to submit a formal money claim or legal correspondence, please use the following contact details:

 

Email (preferred): hello@topiarytwins.co.uk
Subject line: "Legal Claim" or "Money Claim"

 

By post:
Topiary Twins Ltd
124 City Road
London
EC1V 2NX
United Kingdom

 

Please mark email as our primary method of communication.

 

Before Submitting a Claim

We always encourage you to:

  1. Review our key policies - Delivery Policy, Refund Policy, Terms & Conditions
  2. Contact us to resolve the matter - Most concerns can be resolved quickly
  3. Allow reasonable time - Give us opportunity to investigate and respond

Taking these steps can often resolve concerns quickly and avoid unnecessary time and expense for both you and us.

14. Related Policies 

This Complaints & Chargeback Policy should be read in conjunction with:

Reviewing these policies before submitting a complaint or chargeback can often resolve matters quickly.

15. Updates to This Policy

We may update this Complaints & Chargeback Policy from time to time to reflect changes in our practices, legal requirements, or operational needs.

When we make changes:

  • We'll update the "Last updated" date at the top
  • Significant changes will be communicated via email or website notice

The current version is always available at www.topiarytwins.co.uk/pages/complaints-and-chargeback-policy.

16. Contact Us 

For complaints, queries about this policy, or any concerns:

 

Email: hello@topiarytwins.co.uk
Response time: Within 48 hours (Monday-Friday, 9am-5pm)

 

By post:
Topiary Twins Ltd
124 City Road
London
EC1V 2NX
United Kingdom

This Complaints & Chargeback Policy forms part of our Terms & Conditions and should be read alongside our Delivery Policy and Refund Policy.