Refunds and Returns Policy 

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Last updated: January 2026

1. Your Rights With Living Plants 

Plants are perishable goods. Under UK distance selling regulations (Consumer Contracts Regulations 2013), the standard 14-day cooling-off period does not apply to perishable goods, which are liable to deteriorate or expire rapidly.

 

However, your statutory rights for faulty or misdescribed products remain fully protected under the Consumer Rights Act 2015. If products are not as described, not fit for purpose, or of unsatisfactory quality, you have legal remedies regardless of their perishable nature.

 

We stand behind the quality of every pair we send. If your plants arrive damaged, don't match our pairing standards, or show signs of poor health within the inspection windows outlined below, we'll arrange immediate replacement or full refund—no questions asked.

2. Our Matching Guarantee 

We guarantee that each pair is genuinely hand-matched for architectural symmetry. If you receive specimens that don't meet our pairing standards, we'll make it right immediately.

 

Our pairing standards include:

  • Height matching within 5cm
  • Matching canopy diameter and density
  • Symmetrical form and structure
  • Parallel growth patterns
  • Visual balance from all angles

If your pair doesn't meet these standards: Contact us within 7 days of delivery with photos showing both plants side-by-side. We'll arrange replacement or full refund immediately.

 

This is our promise: you'll receive true pairs that create perfect symmetry, or we'll make it right.

3. Our Thrive Guarantee 

Beyond arrival quality, we want your topiary to flourish for decades. Our Thrive Guarantee offers additional protection for establishment and long-term health.

 

If one of your plants doesn't thrive within 6 months despite following our care guidance, we'll replace it for half the cost of a single plant.

 

To claim under the Thrive Guarantee:

  1. Email photos to hello@topiarytwins.co.uk showing the plant's current condition
  2. Provide details of care provided (watering frequency, feeding, planting method, site conditions)
  3. Confirm you've followed our Care & Maintenance guidance

We'll review your claim within 48 hours and arrange replacement at half price if eligible.

 

This guarantee covers:

  • Plants that fail to establish despite proper care
  • Unexplained decline within 6 months
  • Poor health not attributable to obvious care issues

This guarantee does NOT cover:

  • Damage from incorrect planting depth or technique
  • Over-watering or under-watering
  • Waterlogged or poorly drained sites
  • Unsuitable site conditions (extreme exposure, heavy clay without amendment, compacted soil)
  • Lack of winter protection where required (Italian Cypress in hard frost)
  • Pest or disease damage arising after delivery
  • Frost, storm, or animal damage
  • Failure to stake or maintain ties appropriately
  • Pruning errors or root damage
  • Chemical misuse (fertilizers, pesticides, herbicides applied incorrectly)
  • Mechanical damage during landscaping or construction work
  • Failure to water during establishment period (first growing season)

4. Reporting Damaged or Faulty Plants 

If plants arrive damaged, don't match your order, or show signs of disease or poor health, you must report this within the inspection windows below.

 

4.1 Inspection Windows

 

For obvious damage or defects (broken branches, split pots, dead foliage, wrong plants, incorrect quantity):

For latent issues (disease symptoms, poor root health, establishment concerns, hidden damage):

  • Report within 7 days of delivery
  • Contact hello@topiarytwins.co.uk with photos before planting
  • Keep plants in original pots until we advise

4.2 Required Evidence

 

To process any claim, please provide:

  1. Photos of the plants - full view and close-up of specific issues
  2. Photos of packaging and labels - showing delivery condition
  3. Photo of delivery label/pallet label - for courier investigation
  4. Your order number
  5. Description of the issue

For height or size discrepancies, include a fully visible tape measure in photos.

 

4.3 What We'll Do

 

Once we receive your report with photos, we'll review within 24 hours and arrange:

  • Replacement - we'll source and dispatch a new pair
  • Partial refund - if one plant is affected and you wish to keep the other
  • Full refund - if both plants are affected or you prefer not to receive replacements
  • Collection - we'll arrange courier collection of faulty plants at no charge to you

Important: After the inspection windows expire, our ability to investigate and offer remedies for arrival issues is significantly reduced. Issues arising after 7 days will be assessed under our Thrive Guarantee (6-month protection) rather than as arrival defects.

5. What's Not Covered 

As living plants, topiary are subject to natural variation and their long-term success depends on care and environmental conditions after delivery. The following are not considered faults or defects:

 

5.1 Natural Variation

  • Minor differences in branching structure or foliage density between specimens
  • Seasonal leaf changes (autumn colour, winter dormancy, spring flush)
  • Normal growth variation between individual plants
  • Minor leaf scuffing or edge browning from handling during transport
  • Small pruning cuts or shaping marks from nursery cultivation
  • Natural asymmetries in branch placement (topiary are living plants, not manufactured products)

5.2 Measurements & Specifications

  • Nursery measurements may vary by ±5cm depending on season, growth rate, and recent pruning
  • This is normal horticultural practice and reflects growing conditions
  • Measurements outside this tolerance may be reported under our Matching Guarantee

5.3 Post-Delivery Issues

 

Problems arising after delivery from care, site conditions, or environmental factors are not covered as arrival defects. These include:

  • Incorrect planting depth or technique
  • Over-watering or under-watering
  • Poor drainage or waterlogged conditions
  • Unsuitable site (heavy shade, extreme exposure, poor soil)
  • Lack of feeding or maintenance
  • Pest or disease problems arising after delivery
  • Weather damage (frost, wind, heatwave)
  • Animal damage (deer, rabbits, pets)
  • Mechanical damage during landscaping work

Post-delivery issues may be eligible under our Thrive Guarantee if they occur within 6 months and proper care has been provided.

6. Cancellations & Refunds 

6.1 No Cooling-Off Period

 

As plants are perishable goods, the standard 14-day cooling-off period for distance sales does not apply. You cannot cancel for change-of-mind reasons once your order has been placed, as we begin sourcing immediately.

 

6.2 Cancellation Before Dispatch

 

After you place your order, we begin sourcing immediately. This means contacting our European growers, reserving your specific pair, arranging inspections, completing phytosanitary paperwork, and organising consolidated transport. These activities incur real costs before dispatch.

 

If you need to cancel:

Within 24 hours of order placement (before sourcing begins):

After sourcing has begun but before dispatch:

  • Refund minus our reasonable, demonstrable costs already incurred
  • Typical deduction: 15-30% of order value depending on stage of sourcing
  • On request, we'll itemize costs transparently

Costs we may deduct include:

  • Grower reservation fees (securing your specific pair)
  • Inspection and quality control charges
  • Phytosanitary administration and documentation fees
  • Consolidated transport booking costs
  • UK fulfillment facility receiving and storage
  • Administrative costs

Any deduction will be proportionate, cost-based, and documented. We will not charge more than our actual costs incurred.

 

6.3 Cancellation After Dispatch

 

Once plants have been dispatched, cancellations cannot be accepted. As living, perishable goods, plants cannot be returned for change-of-mind reasons once they are in transit or delivered.

If you refuse delivery without a valid quality or damage reason, no refund will be issued and you will be liable for redelivery and storage costs.

 

6.4 How to Cancel

 

Email hello@topiarytwins.co.uk with:

  • Your order number
  • "Cancellation Request" in the subject line
  • Reason for cancellation 

We'll acknowledge receipt within 24 hours and confirm next steps, including any applicable costs.

 

Refunds will be processed within 14 days of cancellation confirmation and returned to your original payment method.

7. Bespoke & Custom Orders 

Where topiary pairs have been specially shaped, sized, pruned, or selected to your specific requirements beyond our standard offerings, these are considered bespoke orders.

 

Examples of bespoke work include:

  • Custom heights outside our standard size range
  • Special shaping or pruning to specification
  • Non-standard forms created to your requirements
  • Specific variety requests not in our standard catalogue

Bespoke orders are non-refundable and non-cancellable once work has begun, except where we are at fault or the law requires otherwise.

 

We'll always confirm with you in writing if your order qualifies as bespoke before commencing any custom work.

8. Payment & Refund Processing 

8.1 Payment Methods

 

Full payment is required at the time of order. Your payment secures your place in our sourcing queue and authorises us to begin the sourcing process with our European growers. Payment is captured immediately upon order confirmation.

 

Accepted payment methods:

  • All major credit and debit cards (Visa, Mastercard, Amex)
  • PayPal
  • Apple Pay
  • Google Pay
  • Klarna (financing option at checkout)

8.2 Refund Timeline

 

Approved refunds will be processed within 14 days of approval and returned to your original payment method.

 

Refund timelines by payment method:

  • Credit/debit cards: 5-10 working days after processing
  • PayPal: 3-5 working days after processing
  • Klarna: Refunded to your Klarna account within 5-7 working days

You'll receive email confirmation once your refund has been processed.

 

8.3 Partial Refunds

 

If only one plant in a pair is affected by damage or defect and you wish to keep the other, we can offer:

  • Partial refund (50% of order value)
  • Replacement of affected plant only
  • Full refund and with deduction of collection of both plants

Partial refunds are processed in the same way as full refunds.

9. Plant Care After Delivery 

Your topiary will arrive healthy and ready to establish. However, their long-term success depends on proper aftercare.

 

9.1 Essential Care Requirements

 

Watering:

  • Water thoroughly immediately after planting
  • First growing season: Deep watering weekly (more in hot weather)
  • Established plants: Water during dry spells (2+ weeks without rain)
  • Potted plants: Check daily, water when top 2cm of compost is dry

Feeding:

  • Apply balanced slow-release fertilizer 2-3 times per year
  • Spring (March/April), mid-summer (June/July), early autumn (September)
  • Follow product instructions for dosage

Pruning & Maintenance:

  • Japanese Holly and Privet: 2-3 times per year (late spring, mid-summer, early autumn)
  • Yew: 1-2 times per year (summer)
  • Cypress: 1-2 times per year (summer)
  • More frequent trimming produces denser, more formal results

Winter Protection:

  • Japanese Holly, Yew, Privet: Fully hardy (no protection needed)
  • Italian Cypress: Protect with fleece during hard frost or move to sheltered spot

Site Requirements:

  • Free-draining soil (not waterlogged)
  • Appropriate exposure (not extreme wind or deep shade)
  • Adequate space for root development
  • Correct planting depth (root ball level with soil surface)

9.2 Complimentary Aftercare Advice

 

We provide complimentary aftercare advice for the life of your plants. If you're concerned about your topiary's health at any point, email photos to hello@topiarytwins.co.uk and we'll help diagnose and advise.

 

For complex issues, we can recommend specialist horticultural consultants in your area.

 

Detailed care guidance is available in our Care & Maintenance Guide.

10. Planting Timeframes

Optimal planting times:

  • Autumn: September to November
  • Early spring: March to April

These periods allow plants to establish roots without summer heat stress or winter frost pressure.

 

Can be planted year-round, but avoid:

  • Hard frost periods (ground frozen solid)
  • Extended drought without irrigation
  • Waterlogged or saturated soil conditions

Don't rush planting: Your potted topiary will remain healthy for several weeks if kept upright, sheltered from extreme weather, and well-watered while you prepare the planting site or wait for optimal conditions.

11. Gift Cards 

Gift cards are excluded from this refund policy. They are:

  • Non-refundable once purchased
  • Valid for 24 months from purchase date
  • Redeemable online only at www.topiarytwins.co.uk
  • Cannot be exchanged for cash
  • Non-transferable

12. Limitation of Liability 

To the extent permitted by law, our total liability for any issues related to product quality, refunds, or any other matter arising from your order is limited to the price you paid for the affected plants.

 

We are not liable for indirect or consequential losses, including but not limited to:

  • Costs of gardeners, contractors, or landscaping professionals
  • Missed planting seasons or project delays
  • Loss of enjoyment or aesthetic impact
  • Costs of remedial landscaping or replanting
  • Loss of profits or business opportunity
  • Costs of alternative plants purchased elsewhere

Nothing in this policy limits our liability for:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Breach of statutory rights that cannot be excluded or limited by law

Your statutory rights as a consumer are not affected by this policy.

13. Scope of Policy 

This Returns Policy applies to all orders placed through:

For trade orders, bulk purchases, or custom projects with specific negotiated terms, any additional terms will be confirmed in writing and will apply alongside this policy. In case of conflict, specific written terms for your order take precedence.

21. Contact Us  

If you have questions about refunds, returns, or guarantees, or need to report an issue:

 

Email: hello@topiarytwins.co.uk
For trade enquiries: sales@topiarytwins.co.uk
Response time: Within 24-48 hours (Monday-Friday, 9am-5pm)

 

Please include your order number and photographs (where applicable) in all correspondence to help us assist you quickly.

15. Your Statutory Rights  

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. If products are faulty, misdescribed, or not fit for purpose, you have legal remedies regardless of our policies.

 

Your key statutory rights include:

  • Products must be as described
  • Products must be of satisfactory quality
  • Products must be fit for purpose
  • Right to repair, replacement, or refund for faulty goods

For more information about your consumer rights, visit Citizens Advice or contact the Citizens Advice consumer helpline on 0808 223 1133.

16. Alternative Dispute Resolution 

If you're not satisfied with how we've handled a complaint, you may be entitled to refer the matter to alternative dispute resolution (ADR). We're committed to participating in ADR processes where appropriate.

 

For consumer disputes, you can use the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr or contact an approved ADR provider in the UK.

 

Using ADR does not affect your right to take legal action.

17. Updates to This Policy 

We may update this Refund Policy from time to time to reflect changes in our operations, legal requirements, or customer feedback. The current version will always be available at www.topiarytwins.co.uk/pages/refund-policy and is dated at the top of this page.

 

Any changes will apply to orders placed after the update date. Orders placed before an update will be governed by the policy in effect at the time of ordering.

This Refund Policy forms part of our Terms & Conditions and should be read in conjunction with our Delivery Policy and Privacy Policy.