Returns & Refunds Policy

At The Norfolk Olive Tree Company, we take pride in supplying high-quality olive trees, palm trees, and screening plants. We want you to be delighted with your purchase, but we also recognise that sometimes issues may arise. This page explains your rights and our policies regarding returns, cancellations, and refunds.

1. Your Right to Cancel (Cooling-Off Period)

For online and distance orders, you have the right to cancel within 14 days of delivery.

However, please note:

• If you cancel before dispatch, we will refund your order in full.

• If you cancel after delivery, you will be responsible for:

   

  • The original delivery charge, and

  • The return collection fee (£150 per pallet / £55 per smaller item).

Once your tree is collected and returned in good condition, we will refund the purchase price (minus delivery and collection charges).

This ensures that costs for specialist transport of large, living trees are covered fairly.

2. Faulty or Damaged Goods

If your order arrives damaged or faulty ( not including small branch damage) please notify us within 48 hours and provide photographs where possible.

In these cases, we will:

• Arrange collection at no cost to you, and

• Offer either a replacement tree or a full refund (including delivery charges).

3. Condition of Returns

Returned goods must be:

• In their original condition, and

• Suitable for resale.

We reserve the right to make reasonable deductions if the tree has been mishandled or not cared for appropriately after delivery.

4. Items Not Eligible for Return

• Trees or plants that have been planted, altered, or damaged after delivery.

• Bespoke or special-order items.

5. How to Request a Return

To arrange a return, please contact us by email at thenorfolkolivetreecompany@gmail.com within 14 days of delivery. We will confirm next steps and arrange collection where applicable.