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. Returns of Oversized Trees, Palms and Specialist Deliveries
Our mature olive trees, palms and other large specimens are living plants requiring specialist transport and handling. Many deliveries are undertaken using dedicated 4×4 vehicles, trailers, mechanical lifting equipment and a two-person delivery team to safely transport and position the tree within your property. If you exercise your statutory right to cancel after delivery, or request the return of goods after accepting the goods, you will be responsible for the direct cost of collection, as permitted under the Consumer Contracts Regulations 2013. As these goods cannot reasonably be returned by standard courier services, collection costs will be individually calculated based upon the actual transport and labour required. This may include, where applicable:
- mileage and fuel costs;
- vehicle operating costs, including the use of specialist 4×4 vehicles, trailers or lifting equipment;
- the weight, dimensions and handling requirements of the tree or palm;
- the number of delivery personnel required;
- driver wages and travel time;
- overnight accommodation where the collection requires a two-day journey;
- ferry crossings, tolls or other unavoidable travel costs.
We will provide a written quotation for the collection before arrangements are made. Collection charges reflect our genuine costs and are not intended as a penalty. Any refund due will be processed once the tree has been returned to our nursery and inspected. The tree must be returned in substantially the same condition as supplied, allowing only for any handling reasonably necessary to establish its nature, characteristics and suitability.
5. Acceptance of Delivery
We encourage customers to inspect their tree before our delivery team leaves. Delivery will be deemed to have been accepted once the tree or plant has been unloaded and positioned in the location requested by the customer or a person acting on their behalf. By accepting delivery, the customer confirms that the correct item has been supplied, has had a reasonable opportunity to inspect it for any obvious transit damage and is satisfied with its condition.
6. Collections Following Planting or Repositioning
We are unable to collect trees or plants that have been planted into the ground, permanently installed, re-potted, significantly pruned or otherwise altered following delivery unless they are being returned because of a fault or as otherwise required by law. Any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and suitability may be deducted from any refund, as permitted by the Consumer Contracts Regulations 2013.
7. Items Not Eligible for Return
Trees or plants that have been planted, altered, or damaged after delivery.
Bespoke or special-order items.
8. How to Request a Return
To arrange a return, please contact us by email at thenorfolkolivetreecompany@
Frequently Asked Questions
You can cancel within 14 days, but you will be charged the original delivery cost and a collection fee (£150 per pallet- bulky item / £55 per smaller item).
For change-of-mind cancellations before delivery, yes. Once the tree has been delivered and accepted, the delivery and collection fees will be deducted.
We will arrange a free collection and refund, or provide a replacement.
Accordion Content
Refunds are processed within 14 days of the tree being safely returned to us.
Returns at a Glance
We want our customers to feel confident when buying olive trees, palm trees and plants online. Here’s how our Returns & Refunds policy works:
📦 Change of Mind – Before Delivery
Can I cancel? ✅ Yes
Cost to me? ❌ No cost
Refund includes: Full product price + standard delivery fee
🌿 Change of Mind – After Delivery & Accepted
Can I cancel? ✅ Yes, within 14 days
Cost to me? ✔ Original delivery fee + ✔ Collection fee (£150 per pallet / £55 per smaller item)
Refund includes: Product price (minus delivery + collection fees)
🚚 Faulty or Damaged on Arrival
Can I cancel? ✅ Yes
Cost to me? ❌ No cost
Refund includes: Full refund including delivery + product price, or a replacement tree
🔄 Goods Sent in Error
Can I return? ✅ Yes
Cost to me? ❌ No cost
Refund includes: Full refund including delivery + product price, or a replacement
⚠ Goods Not in Original Condition / Mishandled After Delivery
Can I return? ⚠ Possibly (we may reduce your refund)
Cost to me? ✔ You may lose part of the refund if goods are not in resaleable condition
Refund includes: Partial refund depending on condition
💡 Tip: Large living trees require specialist transport. That’s why once a delivery has been accepted, both the delivery and collection fees apply if you change your mind
Need help?
Contact us at [email protected] for questions related to refunds and returns.