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Terms of service

Terms Of Service

Please read these Terms and Conditions (β€œT&Cs”, β€œTerms”, β€œTerms and Conditions”) carefully before using theΒ harrodsoutdoor.comΒ website (the β€œService”) operated byΒ Harrod OutdoorsΒ (β€œus”, β€œwe”, or β€œour”).

Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users, and others who access or use the Service.

By accessing or using the Service, you agree to be bound by these Terms. If you disagree with any part of the Terms, you may not access or use the Service.

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Purchases

You are encouraged to familiarise yourself with your rights under theΒ Sale of Goods Act 1979,Β Unfair Contract Terms Act 1977, and theΒ Unfair Terms in Consumer Contracts Regulations 1999.

If you wish to purchase any product or service made available through the Service (β€œPurchase”), you may be asked to provide certain information relevant to your Purchase, including but not limited to your credit card number, expiration date, billing address, and shipping details.

You represent and warrant that:
(i) you have the legal right to use any credit card(s) or other payment method(s) in connection with any Purchase; and
(ii) the information you supply to us is true, correct, and complete.

You expressly agree that Harrod Outdoors shall not be held responsible for any loss or damage arising from the submission of false, inaccurate, or incomplete information.

By submitting such information, you grant us the right to provide it to third parties where necessary to facilitate the completion of your Purchase.

We reserve the right to refuse or cancel any order at any time for reasons including, but not limited to: product or service availability, errors in the description or price of the product or service, errors in your order, or other reasonable grounds. You expressly agree that Harrod Outdoors cannot accept liability for any loss or damage arising from such cancellation.

We also reserve the right to refuse or cancel any order if fraud, unauthorised activity, or illegal transactions are suspected.

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Termination (site access / orders)

We may suspend or terminate your access to the Service, or cancel an order, if we reasonably suspect fraud, misuse, non-payment, abusive behaviour, or material breach of these Terms. This does not affect any rights or remedies available to us or you at law.

Basis of Sale

By placing an order, you confirm that you are at least 18 years of age. The Contract becomes binding when we confirm your order in writing (typically via email).

We strive to provide accurate descriptions and images of our products; however, due to the nature of plants, variations in size, colour, and shape may occur. The photographs used to illustrate products are for guidance only and do not represent the exact plant you will receive.Β Heights/girthsΒ are measured per nursery practice and may vary by season;Β Β±10%Β tolerance is not a defect unless stated otherwise.

All plant sizes listed are approximate and may vary depending on the growing season.

Harrod Outdoors reserves the right to decline any order at its discretion.

Customer Obligations (general)

You agree to: (a) provide accurate information; (b) cooperate on delivery/access and any regulatory checks; (c) follow aftercare guidance and reasonable instructions; and (d) use the Products lawfully and responsibly.

Website Information

We try to keep product details, pricing, images and availability accurate. However, the Service may contain errors or omissions and information may change without notice. Photos are illustrative; sizes are measured per nursery practice with a reasonable tolerance. We may correct errors and update information at any time.

Product Availability & Substitutions

  • Order Acknowledgment (automatic):Β When you place an order, you’ll receive an β€œOrder Received” email. This is anΒ acknowledgment onlyΒ that we’re starting sourcing. It isΒ notΒ our acceptance and doesΒ notΒ create a binding contract.
  • Sourcing:Β We usually start sourcing straight away (contacting growers, reserving grades, scheduling lifts/despatch).
  • Order Confirmation (acceptance):Β A binding Contract is formedΒ only when we send you a written Order ConfirmationΒ setting out the items secured for you (and, if relevant, any agreed alternatives or timeframes). Until then, listings, quotations, baskets and the Order Acknowledgment areΒ invitations to treatΒ and may change.

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If we cannot secure the exact item/grade

If, after reasonable efforts, we cannot secure the exact product/grade (including where stock fails quality checks at lift or becomes unavailable), we’ll contact you promptly with options:

  • aΒ like-for-like alternativeΒ (closest size/grade/spec reasonably available);
  • aΒ revised timeframeΒ (seeΒ Delivery – Timeframes & 30-day backstop / Pre-orders); or
  • aΒ refundΒ for the affected item(s).
    If we can supply other items on your order, they are unaffected. ForΒ custom/bespoke work or stock we have expressly reserved for you, seeΒ Returns & Cancellations.

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Substitutions (by agreement only)

We willΒ notΒ substitute varieties or grades without your consent. If you agree to a substitute, that substitute becomes the contracted item for your order.

Pre-orders & seasonal lifts

Some stock (for example bare-root/rootball during lifting seasons) is supplied on aΒ pre-orderΒ basis. Lead times can exceedΒ 30 days.

Timing and dispatch of complete orders

WeΒ dispatch once the full order is ready. If some items are in stock and others are being sourced, we will wait until theΒ entire order is fulfilledΒ before shipping.
If youΒ request a split delivery, we’ll confirm feasibility and anyΒ additional delivery chargeΒ before proceeding (seeΒ Delivery Policy – Charges & Methods). Split deliveries areΒ not automaticΒ and are providedΒ by agreement only.

No liability for consequential loss

If an item is unavailable or delayed, we areΒ notΒ liable for indirect or consequential losses (for example contractor/gardener costs or missed appointments). SeeΒ Limitation of Liability.

Statutory rights preserved (30-day backstop)

Nothing here affects your statutory rights. If we cannot deliver withinΒ 30 calendar daysΒ and no extended timeframe has beenΒ expressly agreedΒ in advance, you may cancel the affected item(s) for aΒ full refundΒ (seeΒ Delivery – Timeframes & 30-day backstop).

Application of Terms Across Sales Channels (Website, Off-Website & In-Person Sales)

Scope

These Terms apply toΒ allΒ sales and pre-contract discussions with Harrod Outdoors, whether made on our website orΒ off-website, including (without limitation):
β€’ email;
β€’ SMS/text;
β€’ WhatsApp and other messaging apps;
β€’ social media and marketplaces (e.g., Facebook, Instagram, TikTok, LinkedIn, Pinterest, Facebook Marketplace);
β€’ telephone; and
β€’ in-person/walk-in sales at our nursery or at your site.

How these Terms are incorporated

These Terms are incorporated into any order where we: (a) link to them in a message, quotation, pro-forma, invoice or checkout; (b) attach or send a copy; or (c) reasonably draw your attention to them. By placing an order (or asking us to proceed), you agree to be bound by these Terms in addition to anyΒ channel-specific promotion rulesΒ we’ve clearly stated.

Consistency and precedence

If anyΒ platform termsΒ (e.g., marketplace policies) apply, they may sitΒ alongsideΒ these Terms. If there is a conflictΒ between you and us, these Terms take precedence, except where consumer law or the platform requires otherwise. AnyΒ promotion-specificΒ terms we issue in writing for a campaign or quote will applyΒ in additionΒ to these Terms for that order.

Quotations and messages

Off-website messages (including DMs, emails, texts) and quotations are provided in good faith but areΒ not binding offersΒ unless we state otherwise in writing. A Contract forms when we issue a writtenΒ Order ConfirmationΒ (typically by email) underΒ Basis of Sale.

Proof and records

We may keep records of off-website communications (e.g., emails, messages, call notes) for order accuracy, fraud prevention, training and dispute resolution, in line with ourΒ Privacy Policy.

No change to your rights

Using another channel doesΒ notΒ change your statutory rights or our responsibilities. All product, delivery, inspection, aftercare and perishable-goods provisions in these Terms still apply (includingΒ Delivery,Β Risk & Ownership,Β Returns & Cancellations, andΒ Product Care & Guarantees).

Electronic acceptance

Your written β€œgo-ahead” by email or message, payment, or agreeing a booked delivery/planting date can constitute acceptance of these Terms for the relevant order, subject to any mandatory consumer protections.

Pricing and Payment

Prices are as listed on our website or confirmed in writing. If a discrepancy arises, we will contact you to confirm the correct price before proceeding.

All prices include VAT unless otherwise stated. If the VAT rate changes between the order date and the delivery date, the total will be adjusted accordingly.

Payment must be made in full at the time of placing the order. We accept all major credit and debit cards as listed on our website.

If your payment fails, your order will not be processed. Harrod Outdoors accepts no liability for delays caused by incomplete, incorrect, or failed payment details.

Late payment (trade)

We may charge interest and recovery costs in line with theΒ Late Payment of Commercial Debts (Interest) Act 1998.

No set-off

You must pay amounts dueΒ in full. You may not withhold, set-off or deduct any sums without ourΒ written agreementΒ or aΒ final court order.

Delivery charges, free delivery thresholds and terms are detailed in ourΒ Delivery PolicyΒ on our website. SeeΒ Complaints & Chargeback PolicyΒ for card disputes.

Gift cards/store credit

Store credits/gift cards areΒ non-transferable,Β not redeemable for cash, and typicallyΒ expire after 24 monthsΒ unless required otherwise by law.

On-Site Planting Services

Service Provider and Acceptance

All on-site planting is carried out by Harrod Outdoors Ltd. By booking a planting appointment, you confirm you accept these Terms (including the cancellation and rescheduling rules below).

Right to cancel (services)
If you are a consumer, you haveΒ 14 daysΒ from booking to cancel the planting service. If you ask us toΒ start within 14 days, you acknowledge you willΒ lose the right to cancel once the service is fully performed, and if you cancel after we start you must pay for the work carried out up to cancellation.
Booking, Payment and Timing
  1. Payment to secure date: Full payment is required at the time of booking to secure an appointment.
  2. Rescheduling window: If you need to reschedule, you must tell us at leastΒ 48 hours before the agreed start time. Later requests may be treated as a cancellation.
  3. Cancellations within 48 hours / site not ready: If you cancel within 48 hours, or our team attends and cannot proceed for reasons outside our control (e.g. no access, unsafe/unsuitable site, site not ready),Β the service is non-refundable.
  4. Same-day cancellation / no access after departure: If you cancel on the day of planting, or our team has departed and cannot carry out works due to access or site issues,Β the visit is charged in fullΒ (including travel time). Any re-attendance will be a new, chargeable booking.
  5. What a singular β€œplanting session” includes: A session price covers the team’s round-trip travel time from our Norfolk base (NR29 3LN) to your site and back, plus on-site labour. Travel time forms part of the booked sessionβ€”even if planting cannot proceed for reasons outside our control. Travel time forms part of the booked session (seeΒ Delivery Β§6.13).
  6. Travel radius and surcharges: Our team is based in Norfolk and routinely covers most of England.
  7. Within ~3 hours (each way): Included in the standard session price.
  8. Between ~3 and 5 hours (each way): A Β£750 long-distance surcharge applies to account for additional travel time.
  9. Over ~5 hours (each way) or off-mainland (e.g. Cornwall, Scotland, Isle of Wight): Bespoke quote required; we’ll confirm pricing and feasibility before booking.
  10. Re-attendance for long-distance jobs: If a return visit is required due to access/site readiness or other reasons outside our control, it will be billed as a new session and any applicable long-distance surcharge will apply again.
Site Readiness and Access

You are responsible for ensuring the site is suitable and prepared before our team arrives. This includes:

  1. Clear, level working areas free from weeds, debris, or obstructions.
  2. Suitable soil with reasonable structure and adequate drainage (not waterlogged or heavily compacted).
  3. Safe access for vehicles, equipment, and staff.
    If the site is not ready or is unsafe, we may delay or cancel work. Additional charges may apply for return visits or waiting time.
  4. Buried services.Β You must tell us in writing about anyΒ buried/hidden servicesΒ (e.g., gas, water, electric, fibre, drainage, irrigation). We areΒ not liableΒ for damage to services that wereΒ not disclosed or not reasonably identifiable. Any repair or associated costs are your responsibility.
Stump and Obstruction Removal

All existing tree stumps and major roots in planting positions must beΒ fully removedΒ prior to our visit. If undisclosed stumps are found, we can either reposition planting (if feasible) or charge for removal as follows:

  • up toΒ 10cmΒ diameter:Β Β£50Β per stump
  • 11–20cmΒ diameter:Β Β£150Β per stump
  • 21–30cmΒ diameter:Β Β£300Β per stump
  • larger stumps:Β price on application (typically from Β£500+)
    Stump grinding or excavation may require specialist machinery and a separate booking. We strongly recommend using a qualified professional in advance to avoid delays and charges.
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Soil and Waste Handling
Soil excavated from planting holes will be redistributed on site (commonly blended with compost and spread along a border). If planting into lawn or areas without borders, you must tell us where to place the surplus. We doΒ notΒ remove soil or green waste from site.
Proceeding in Challenging Conditions
If our team has concerns about ground conditions (e.g. poor drainage, compaction, stumps, hardpan), they will explain the issue and options. If you choose to proceed, you accept the team’s advice and any limitations that decision creates.
Non-Refundable Scenarios
Once the planting service has started, no refunds are available unless required by law or Harrod Outdoors is at fault. If we arrive and cannot work due to site conditions (for example, unremoved stumps, poor access, waterlogging, or other obstacles), the visit will be chargeable and no refund will be issued. You may rebook after you remedy the issue; additional costs may apply.
Standard of Work and No Outcome Guarantee
We will carry out planting with reasonable care and skill based on conditions on the day. Because plants are living products and long-term performance depends on factors beyond our control, planting doesΒ notΒ include any guarantee of growth, establishment, or survival.
Aftercare Responsibilities
Ongoing care is the customer’s responsibility. This includes appropriate watering (adjusted to weather and soil), feeding, pruning, drainage management, and protection from pests, diseases, and environmental stress. We can provide general guidance, but we are not responsible for issues arising from insufficient aftercare or unsuitable conditions.
Photography on site (consent)
With your consent, our team may take photos of planted trees for records and, if agreed, marketing. We will not publish identifiable personal data without consent.
Delivery Dates and Third-Party Gardeners
We do our best to meet estimated delivery/planting dates, but external factors (e.g. courier delays, supply availability, driver illness, bank holidays, weather) can affect timing. We cannot guarantee dates to align with any gardeners or contractors you book, and we are not responsible for their fees if schedules change. Healthy potted trees can typically remain in pots for several weeks if kept upright and well-watered.
Supply Chain Disruption or Grower Failure
If events outside our control (e.g. supplier insolvency, stock failure, plant health restrictions, government movement limits) prevent us from supplying as planned, we will update you promptly. Please allow up toΒ 90 daysΒ for us to source and deliver a like-for-like alternative (size, quality, specification). If we cannot provide a suitable alternative within that window, you will be offered a full refund.
No Personal Advice; Customer Due Diligence
Any guidance we provide (including website articles and care guides) is general in nature. We do not survey your site and cannot give advice specific to your circumstances, nor guarantee species suitability for particular locations or purposes. You are responsible for checking planning requirements, legal constraints, and site suitability. Seek independent professional advice if unsure.
Limitation of Liability (Planting Services)
Harrod Outdoors is not liable for indirect or consequential loss (including costs of third-party gardeners, missed appointments, loss of profit, or similar). We are not liable for failures caused by site conditions, weather, pests, diseases, or aftercare outside our control. Nothing in these Terms limits liability where it cannot be lawfully limited. Subject to liabilities that cannot be limited by law (e.g., death/personal injury, fraud), our total liability for any order is limited to the price paid for the Products/services forming that order.
Force Majeure and Weather
If severe weather or other events beyond either party’s control mean work cannot proceed safely or to a reasonable standard, we may reschedule without penalty to either party. Payments made will be carried forward to the rearranged date.

Delivery

Delivery area
We deliver to UK mainland addresses (β€œDelivery Area”). Certain regions (e.g., Highlands, islands, remote postcodes) may require alternative arrangements or a bespoke quote. Deliveries to Northern Ireland or the Republic of Ireland may be restricted due to regulatory rules, please contact us for advice and a quote.
Services and pricing
We use different methods depending on the order: box/parcel, pallet, van (β€œExtra Large Van Delivery”), and lorry (β€œXXL Lorry Delivery”). Free delivery applies on qualifying orders and varies by method and basket value. Current bands, thresholds, zones and costs are set out in our Delivery Policy, which forms part of these Terms.
Timeframes and 30-day backstop
Standard delivery is typically 5-30 working days from order. If we cannot deliver within 30 calendar days and no extended timeframe has been expressly agreed at checkout, you may cancel the affected item(s) for a full refund. For pre-order/made-to-order items, we will clearly show any >30 day timeframe and ask you to confirm it during checkout.
Kerbside service and unloading
All deliveries are kerbside unless we confirm otherwise in writing. Drivers are not required to move items beyond the kerb/driveway or across difficult terrain. You are responsible for unloading and moving Products to their final position and for disposing of pallets/packaging. Premium assisted unloading may be available for an additional charge by prior arrangement, please contact us if this is something you wish to arrange.
Access and restrictions
Tell us about access constraints when ordering (and no later than 12:00 noon two business days before delivery): narrow/weight-limited roads, low cables/trees, steep or long drives, cul-de-sacs, parking permits, pump-truck limitations (e.g., gravel/shingle/grass). If delivery cannot be completed due to access, unsafe conditions, or incorrect details, redelivery, waiting-time, storage or return charges may apply.
Surfaces and equipment limits (pallets/lorry)
Pallets require a flat, solid surface (e.g., tarmac, concrete, brickweave). Couriers cannot leave pallets on public highways. Lorry deliveries may require you to provide appropriate unloading equipment. Operational requirements are detailed in our Delivery Policy.
Identification at delivery (fraud prevention)
We may request photo ID and the cardholder’s presence for high-value orders. If verification fails, we may decline delivery and rearrange once verified.
Waiting time
Where delivery/planting is delayed on site for reasons outside our control, we may charge Β£50 per 30 minutes (minimum one unit). Redelivery or re-attendance is chargeable at the prevailing rate (see Delivery Policy/Planting section).
Safe place / acceptance
If you request delivery to a safe place or neighbour, or are not at home and the courier leaves the order in a reasonable safe place, delivery is deemed complete and risk transfers at that point (see Risk and Ownership).
Missed delivery and redelivery
If no one is available and no safe-place instruction applies, or delivery is refused, we may charge for redelivery and related storage/return costs.
Split deliveries

Our default is to dispatch once the full order is ready in a single consignment. If you request a split delivery (for example, to receive in-stock items sooner), we’ll confirm feasibility and any additional delivery charge before proceeding (see Delivery Policy – Charges & Methods). Split deliveries are by agreement only and not automatic.

In limited cases, haulage, size/weight or safety rules may require us to use more than one vehicle or service on the same dispatch. Where that applies, we’ll advise you in advance. This is not a change to our β€œcomplete order” policy.

Delivery with planting services
Where you have booked our planting service, your trees typically travel with the planting team in the same lorry and arrive equipped with the required tools. Travel time forms part of the booked planting session. See On-Site Planting Services for terms (including long-distance surcharges and re-attendance).
Inspection on delivery
Please inspect on arrival. You may be asked to sign proof of delivery. If you asked for the order to be left unattended, this will be treated as acceptance (in-person inspection is not possible). See Risk & Ownership for full inspection windows and POD rules. You may be asked to sign a Proof of Delivery (POD).
Delivery Policy (operational detail)
Operational rulesβ€”including zone maps and postcode lists, size/cost bands, free-delivery thresholds, time windows, redelivery and waiting-time charges, assisted unloading options, and severe-weather proceduresβ€”are set out in ourΒ Delivery Policy, which forms part of these Terms. If there is any inconsistency, these Terms take precedence.

Deferred Delivery & Holding Fees

Scope
This section applies where you ask usΒ notΒ to deliver β€œas soon as possible” and instead request a future week/day for delivery or planting.
One free rearrangement

You can rearrange your delivery/planting once, free of charge, to a date within 14 calendar days of the original date we offered.

Holding beyond 14 days
If you still cannot accept delivery after the free rearrangement window, we can hold your order at our nursery (subject to space and seasonal conditions) at a holding fee of Β£25 per day per order. Holding is offered at our discretion and typically for up to a further 14 calendar days.
Maximum holding period & cancellation

If delivery has not been accepted within 28 calendar days from the original date offered (14 days + up to 14 days’ holding), we may cancel the order, return the plants to stock, and issue a refund less:

  • any holding fees accrued;
  • any failed/aborted delivery or storage/return costs (see Delivery); and
  • any non-refundable custom work (see Returns).

Bespoke/custom orders are non-refundable. If you do not accept delivery of a bespoke/custom order within the agreed timeframe, we may cancel it with no refund due.

Extended delivery consent (>30 days)

If your requested deferral pushes delivery beyond 30 calendar days, we will show the extended timeframe via email and ask you to confirm agreement (see Delivery). By requesting deferred delivery and providing that confirmation, you agree to a delivery date beyond 30 days. If we cannot deliver by the agreed extended date, you may cancel the affected item(s) for a full refund of those item(s), less any holding fees already incurred at your request.

Care while on hold
While in our care, plants are maintained with reasonable nursery standards, but as living products they are subject to seasonal change. Holding does not create a guarantee of condition identical to the day of first availability. Natural variation (e.g., leaf drop, seasonality) is not a fault (see Product Care and Guarantees).
Payment of holding fees
Holding fees accrue daily from the day after the free rearrangement window ends. They are payable before release and may be invoiced weekly. If holding fees remain unpaid, we may treat this as a cancellation.
Interaction with planting services
If you have booked On-Site Planting, deferred delivery may require a new planting slot. Travel time forms part of each planting session, and any re-attendance will be a new, chargeable booking (see On-Site Planting Services).
Access & failed delivery

If delivery fails due to access or site readiness during the holding period, redelivery and waiting-time charges apply (see Delivery). Holding fees continue until successful delivery or cancellation.

Perishable Goods

Plants are perishable and time-sensitive. Inspection/reporting windows in Risk & Ownership apply strictly. Change-of-mind rights do not apply to perishable goods or custom work. For non-defect failures post-delivery/planting, see Product Care & Guarantees.

Cancellations after Sourcing Begins (Perishable / Overseas-grown Stock)

Perishable goodsβ€”no change-of-mind right
Plants are perishable and liable to deteriorate. The consumer cooling-off right for distance sales doesΒ notΒ apply to such goods. Your statutory rights for faulty/not-as-described items remain unaffected.
Immediate sourcing (your instruction)

By placing your order you instruct us to begin sourcing immediately (contacting growers, reserving grades, arranging lifts/inspections, paperwork, consolidation and transport). This can incur real costs before dispatch.

Cancellation before dispatch (after sourcing has begun)
If you cancel after we’ve begun sourcing but before dispatch, we will refund youΒ minus our reasonable, demonstrable costsΒ already incurred in fulfilling your instruction to sourceΒ of the cancelled item(s) value. On request, we will itemise those costs (e.g., grower reservation fees, lift/inspection charges, phytosanitary/admin fees, consolidation/transport bookings, storage). Any deduction will be proportionate and cost-based.
Bespoke / custom orders
Where items are customised or made to your specification (e.g., pleaching to a bespoke frame, topiary shaping, special lifts), cancellation after work has begun isΒ non-refundable, except where we are at fault or the law requires otherwise.
If we cannot supply or miss an agreed date
If we are unable to supply the confirmed item/grade or we fail to meet anΒ expressly agreedΒ delivery date (including any agreed >30-day timeline), you may cancel for aΒ full refundΒ of the affected item(s) withΒ no deductions. (This sits alongside your 30-day backstop rights.)
Trade customers (B2B)
For trade orders, if you cancel after sourcing has begun, we may charge ourΒ actual costs incurredΒ (which may exceed 30%) where reasonable and evidenced.
How to cancel

EmailΒ contact@harrodsoutdoor.comΒ with your order number and β€œCancellation” in the subject line. Cancellations take effect when we acknowledge receipt of your email.

Risk and Ownership

Ownership
Ownership of the Products transfers to you only when we receive cleared payment in full for the Products and any applicable delivery/planting charges.
Risk on delivery/collection

Risk of loss or damage passes to you on delivery to the address you provided (including where left in a safe place or with a neighbour at your request), or on collection from our Norfolk nursery (if you choose Collection). From that point, you are responsible for care, handling, storage, and security.

Planting-day deliveries
Where Products arrive with our planting team, risk passes when the goods are unloaded/presented at your site (delivery). Planting workmanship is covered separately under On-Site Planting Services; it does not delay transfer of risk for the goods themselves.
Third-party carriers (beyond agreed delivery point)
If you appoint a third-party carrier to transport ProductsΒ beyond our agreed delivery point, risk passes to youΒ on handover to that carrier. SeeΒ Liability for Third-Party CarriersΒ for further terms.
Inspection and reporting issues – perishable goods (living plants)

Because plants are perishable, prompt inspection is essential so we can help quickly and fairly. Please do not plant, prune, or discard packaging until we’ve advised; doing so may limit what we can do.

  • Evidence required for any claim: clear photos of (i) the plant(s) in full and the specific issue, (ii) the packaging and labels, and (iii) the delivery note / pallet label. For height/size issues, include a fully visible tape measure.
  • How to report: emailΒ contact@harrodsoutdoor.comΒ with your order number and photos.
  • Natural variation: seasonal changes (e.g., leaf drop/flush, pruning, minor scuffing) and normal differences in living plants are not faults (see Product Care and Guarantees and Perishable Goods).
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Method-specific reporting windows

Box / Parcel deliveries

Report any transit damage, shortages, or mis-picks on the same calendar day the carrier marks the parcel as delivered (including safe-place deliveries).

Tip:Β if delivery is late evening, please report as soon as possible that day; where impossible, report first thing the next morning with the carrier timestamp visible.

Pallet deliveries

Report any issues on the same calendar day of delivery (including safe-place/kerbside). Keep the pallet and packaging until we confirm next steps; the courier may need to inspect or collect.

Extra Large Van (β€œXL Van”) deliveries

Inspect on arrival (with driver present). Please inspect the plants at the point of delivery, with the driver present and under adequate lighting. If you wish to examine every detail (e.g., foliage, stems, graft unions), do so immediately on arrival.

XXL Lorry / Haulier deliveries

Inspect on delivery with the driver present under adequate lighting. Note issues on the POD and photograph before moving any items. XXL deliveries may require onsite equipmentβ€”please ensure you can inspect safely at the drop point.

Collections (Norfolk nursery)

Inspect on collection before loading. Once the goods leave our site, they are deemed accepted as collected.

Unattended / safe-place deliveries

Where you ask us or the courier to leave goods unattended, delivery is deemed complete at the time and location recorded by the courier. Please follow the same-day reporting windows.

Proof of Delivery (POD) / Acceptance Slips: evidence vs remedy

POD notes are treated as evidence, not a remedy

POD notes record factual observations at delivery (they help investigations) but do not create an automatic right to a refund, partial refund, compensation, or return. Any remedy must be authorised by Harrod Outdoors management while the driver is present.

Record issues on the POD + take photos

Note any concerns on the Proof of Delivery (POD) and take clear photos before moving plants from the drop point. Include: (i) full plant image, (ii) close-up of the issue, (iii) packaging/labels, and (iv) the delivery label.

Inspection window at the door

The driver will allocate up to 15 minutes for inspection by default. For unusually large consignments, low light, access constraints or where a reasonable adjustment is needed, please tell the driverβ€”additional waiting time may be chargeable (see Delivery Policy / Waiting Time).

Refusals must be live-authorised

If you intend to refuse any plant, you (or the driver) must call our office immediately on 01603 327269 while the driver is on site. For operational and plant-health reasons, partial refusals may require the entire consignment to be returned unless we explicitly agree to a different solution at the time. We’ll confirm next steps by phone/email while the vehicle is still present.

Acceptance trigger

If plants are moved away from the delivery point without issues noted on the POD and photographs taken at delivery, the consignment will be treated as accepted for the purposes of perishable-goods claims and carrier investigations. This does not affect any non-excludable statutory rights.

Latent/hidden issues

If a problem could not reasonably be seen at the drop point (e.g., concealed damage within packaging) and is discovered immediately after unloading, please email photos straight away the same day with the carrier timestamp. We’ll assess on the same criteria as POD-timed reports.

Please ensure there is sufficient lighting to inspect and that the drop point is safe and accessible. If inspection cannot reasonably be completed due to lighting or access, we may reschedule; waiting/redelivery charges may apply per the Delivery Policy.

These inspection rules help us resolve matters quickly for perishable goods and protect plant health in transit. Nothing here limits your statutory rights. See Risk & Ownership Β§8.6 (method-specific windows) and Returns & Cancellations for evidence requirements.

What to record on the POD

Please note facts you can see and take clear photos before moving plants:

  • visible transit damage;
  • shortages/mis-picks;
  • packaging condition and labels;
  • time/location/access issues relevant to delivery.
Β 
Live authorisation for refusals or on-the-spot remedies

If you intend to refuse any item or seek an on-the-spot remedy (refund/partial refund/replacement):

  • call our office while the driver is on site: 01603 327269;
  • a manager will review the evidence (including driver photos) and confirm the outcome in writing.

If you cannot reach us at delivery β€” and you want a monetary/replacement remedy
If management is temporarily unavailable and you wish to claim any monetary value or replacement, please reject the goods at the door:

  • write β€œRefused pending Harrod Outdoors review” on the POD;
  • take photos (plants, packaging, labels, delivery label);
  • the driver will return the consignment to depot/nursery;
  • email the evidence toΒ contact@harrodsoutdoor.comΒ straight away.
    We will give you a priority written review as soon as possible (next business day in normal trading).
Partial refusals
For operational and plant-health reasons, partial refusals may require returning the full consignment, unless we explicitly agree otherwise with you at the time of delivery.
Costs and outcomes after a refusal
  1. If, after review, we confirm the goods were damaged/not as described/short: we will cover return costs and arrange redelivery/replacement or refund as appropriate.
  2. If the goods are found to be conforming (no fault) and the refusal was not due to our error, perishable items are not eligible for change-of-mind returns. We may, at our discretion, offerΒ re-deliveryΒ (redelivery and/or holding fees may applyβ€”see Delivery & Deferred Delivery sections).
Moving plants is treated as acceptance (subject to POD notes)
If plants are moved away from the drop point and no issues are recorded on the POD with photos taken at delivery, the consignment will be treated as accepted for the purposes of perishable-goods claims and carrier investigations.
Consequences of late reporting
If issues are not reported within the above timeframes, our ability to investigate, claim against carriers, or offer remedies for perishable goods may be reduced or lost. This does not affect your statutory rights.
Non-perishable items
For non-perishable goods (e.g., accessories), please report issues within 14 days of delivery with photographs (see Returns and Cancellations).
Care after delivery
After risk passes, you must provide appropriate care (watering suited to weather/soil, shelter from extremes, pest/disease management). Guidance is in Product Care and Guarantees.

Complaints & Disputes / ADR

We aim to resolve complaints promptly. If we cannot resolve your complaint, we will consider Alternative Dispute Resolution (ADR) on request. Details of an appropriate ADR provider are available on request. Using ADR does not affect your right to issue proceedings.

Complaints & Chargeback Policy

We handle payments and refunds fairly and transparently, and most issues are resolved fastest by contacting us first. Nothing in this section limits your statutory rights or cardholder protections.
Where risk and acceptance matter
See Risk & OwnershipΒ for inspection windows and acceptance rules. For perishable goods (living plants), risk passes on delivery/collection and acceptance is determined by the inspection rules in same-day for box/pallet; on-delivery with the driver for XL Van/XXL Lorry; at pickup for collections. If issues are not reported within those windows with the required evidence, our ability to investigate, claim against carriers, or offer remedies may be reduced. Planting, pruning, or moving items without POD notes/photos will be treated as acceptance.
Please contact us before filing a chargeback
If something’s wrong, emailΒ contact@harrodsoutdoor.comΒ with your order number and the evidence set out above. We’ll review promptly and offer a fair resolution (repair/replacement, refund/credit, guidance). If a refund has already been issued or is in progress, a chargeback will duplicate that process.
When we will dispute a chargeback

We may challenge (represent) a chargeback where, for example:

    • the goods were delivered/accepted per sections above and no issue was raised within the required timeframe;
    • a refund has already been processed or is demonstrably in progress;
    • the dispute contradicts the evidence (POD with no damage noted, photos at delivery, GPS/time stamps, comms history);
    • the chargeback concerns non-refundable custom/bespoke work under; or
    • the claim appears duplicative, unfounded, or fraudulent.
If a chargeback reverses payment after delivery
If a chargeback reverses payment after delivery, then ownership does not pass (or reverts to us) under. We may seek payment, recover the Products, and/or claim reasonable direct costs (e.g., card dispute fees, third-party recovery costs), to the extent permitted by law.
Abuse and fraud
Confirmed unfounded, duplicated, or fraudulent chargebacks may be referred to an approved Debt Collection Agency for recovery. We may also report chargeback fraud to Action Fraud (UK). We will always act proportionately and lawfully.
ADR and escalation
If you remain unhappy after our written response, please see Complaints & Disputes regarding mediation/ADR before starting legal action or a chargeback. Reviewing Delivery, Risk & Ownership, Returns & Cancellations, and Perishable Goods often resolves matters quickly and avoids unnecessary time and cost for both parties. We will consider ADR/mediation on request. Details available on request. This does not affect your right to go to court.

Returns and Cancellations

Consumer cancellations (non-perishable goods)
Statutory change-of-mind cancellation does not apply to perishable goods and custom-made items. For any eligible non-perishable items, consumers have 14 days from delivery to cancel; returns must be unused and in original packaging. Perishable goods remedies are governed by Risk & OwnershipΒ and Product Care.

Product Care and Guarantees

General position (living plants)
Plants are perishable living products. Natural variation, seasonality, and site conditions all affect appearance and performance. Unless we state otherwise in writing for a specific product, plants are supplied without a growth or survival guarantee.
On arrival – first checks
Please inspect on delivery following the method-specific windows in Risk & Ownership (same-day for box/pallet; on-delivery with the driver for XL Van/XXL Lorry; at pickup for collections). Keep plants upright, shaded, and water immediately if the root zone feels dry. Do not plant, prune, or discard packaging until any issue has been assessed (see Returns & Cancellations).
Natural variation (not a fault)
Minor leaf scuffing, seasonal leaf drop/flush, pruning cuts, variation in branching habit, and colour differences across the season are normal. Nursery height/girth measurements follow standard practice and may vary by up to Β±10% depending on the time of year and irrigation/growth; this tolerance is not a defect unless we have agreed a different specification in writing.
Site & planting conditions (your responsibility)
You are responsible for choosing a suitable site and establishing the plants correctly, including:
  • soil that drains freely (not waterlogged/compacted);
  • planting depth (top of root ball/compost level with surrounding soil);
  • appropriate backfill and firming-in (no air pockets);
  • adequate staking/ties for tall/pleached trees and checking ties monthly;
  • mulching (kept off the stem/trunk);
  • protection from wind, frost, heat, pests, and pets/livestock.
Β 
If you are unsure, please consult a qualified professional. General guidance on species and care is available on our website, but it is not site-specific advice (see No Personal Advice).
Watering & aftercare (critical)
Water thoroughly and deeply, then monitor soil moisture at the root zone. Frequency depends on weather, soil and exposure; newly planted trees typically need regular watering for at least the first growing season (often longer for larger specimens or pleached trees). Over- or under-watering is a leading cause of plant failure and is outside our control.
Acclimatisation (pot-grown and field-grown)
Plants may temporarily flag after transport/planting as they acclimatise. With correct watering and shelter from extremes, they typically recover. Temporary stress of this kind is not evidence of defect.
Stakes, frames & supports
Where supplied, stakes, guying, and pleaching frames are intended to assist establishment. You must maintain and adjust ties and fixings to prevent rubbing or girdling. Damage caused by lack of maintenance, storms, or exceptional weather is not covered.
Pests & diseases
We inspect plants prior to dispatch in line with UK plant-health requirements. After delivery, local pests/diseases and environmental stress are outside our control. Prompt identification and treatment are part of routine aftercare.
What we will do if there’s an issue at delivery
If plants arrive damaged/incorrectΒ tell us within the required window and provide the photos/evidence listed in Risk & Ownership. Once verified, we will offer a proportionate remedy (e.g., replacement, partial refund/credit, or collection), taking account of the delivery method and plant condition.
Exclusions (examples)

We are not responsible for failures caused by: (a) incorrect planting depth or technique; (b) over-/under-watering or waterlogging/drought; (c) unsuitable aspect/exposure, soil pH, or container confinement; (d) failure to stake/tie or adjust ties; (e) pruning or cutting roots/leader; (f) frost, heat, wind, storm or animal damage; (g) pests/diseases arising post-delivery; (h) delayed planting or storage contrary to our guidance; (i) chemical misuse (fertilisers, pesticides, herbicides); (j) mechanical damage during landscaping/other works.

Custom/bespoke work
Where plants have been customised (e.g., pleaching, topiary shaping, re-planting to specification), they are made specifically for you and non-returnable except where defective on delivery (see Returns & Cancellations).
Accessories & non-perishables
Non-perishable items (e.g., stakes, ties, irrigation, hardware) are supplied without prejudice to any manufacturer warranty. Report defects within 14 days of delivery with photos; we will repair/replace/refund as appropriate under Returns & Cancellations.
Care resources & support
We provide general care guides to help you succeed. These are informational and not a substitute for professional or legal advice. For site-specific queries, please consult a qualified professional.
Statutory rights preserved
Nothing in this section affects your statutory rights. Remedies at delivery follow the reporting rules in Risk & Ownership and the outcomes under Returns & Cancellations and Perishable Goods.
Bare-root & Rootball Establishment (No Take-Rate Guarantee)

Normal establishment risk

Bare-root and rootball plants are lifted while dormant and must regenerate fine roots after planting. Early losses can occur if handling, planting, watering or site conditions aren’t right; this is widely recognised in UK guidance and research, especially in non-nursery settings. We therefore do not guarantee a survival or β€œtake” rate for bare-root or rootball plants.

No refund/replacement for non-defect losses

If plants fail to establish without a proven defect at delivery (e.g., failure due to aftercare, weather, waterlogging/drought, planting depth, soil, exposure, pests/disease), we will not refund, replace, collect, or otherwise remedy the order. This aligns with our perishable-goods terms and your aftercare responsibilities. See Risk & Ownership, Returns & Cancellations and Perishable Goods.

Practical contingency

Because some establishment loss is normal, we recommend ordering a small contingency (e.g., extra plants for infill) on bare-root/rootball projectsβ€”particularly for exposed sites, summer planting, or challenging soils. UK sector studies note materially variable establishment outcomes in real-world schemes; proactive aftercare significantly improves results.

Handling & planting essentials (customer responsibility)
To maximise success youΒ must:
  • Plant promptlyΒ on receipt (or heel-in bare-roots if delayed); keep roots moist and shaded before planting.
  • Soak bare-root stock ~30 minutesΒ before planting; set root flare level with finished soil; backfill and firm to remove air pockets; stake/tie where needed; mulch (not touching stems).
  • Water deeply and monitorΒ soil moisture through the first growing season (often longer for larger/pleached trees).
Β  Failure to follow these steps falls under customer aftercare and is outside our control.
Large stock caution
Very large transplant sizes can beΒ harder to establishΒ than smaller grades if site prep and aftercare aren’t exemplary; professional literature flags poorer survival/growth when planting large stock without ideal conditions. Choose grades appropriate to your site and maintenance capacity.

Complaints related to growth & establishment

Please see Product Care & Guarantees and Perishable Goods. Failures linked to aftercare, weather, site conditions or other external factors are not defects and are not covered.

Bulk and Trade Orders

Bulk or trade orders may be subject to additional or different terms (for example payment schedules, staged delivery, acceptance criteria). Any such terms will be set out in a quote or contract and apply in addition to these Terms.

Plant Health & Biosecurity

We comply with applicable UK plant-health laws and guidance (including APHA/DEFRA rules). You agree to handle, plant and dispose of plant material responsibly and to cooperate with reasonable information requests if a plant-health inquiry arises.

Resale and Export Restrictions

Products are supplied for use within the UK unless we agree otherwise in writing. If you resell or export, you are responsible for compliance with destination laws, permits and phytosanitary requirements. We are not liable for goods detained or destroyed due to non-compliance.

Environmental & Sustainable Practices

We aim to source responsibly and minimise waste where practicable. Packaging should be reused or recycled where possible. This clause is a statement of intent and does not create additional legal obligations.

Pesticides and Treatments

Some plants may have been treated with fertilisers or approved plant-protection products in accordance with UK rules. Check suitability for your site (especially where children or animals are present) and follow all safety guidance. Misuse of chemicals is at your own risk.

Hazardous & Prohibited Plants

We do not knowingly supply plants prohibited under UK law (for example listed invasive species). You are responsible for ensuring that plants are suitable and lawful for your location and any planning restrictions.

Record-Keeping & Traceability

We maintain sourcing and movement records as required by UK plant-health regulation and may share information with regulators where legally required.

Intellectual Property

All content on the Service (text, images, graphics, logos, product data, and underlying code) is owned by us or our licensors and protected by intellectual property laws. You must not copy, scrape, modify, distribute or create derivative works without our prior written consent.

Limitation of Liability (general)

Except where the law does not allow us to limit liability (including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation), our total liability arising out of or in connection with any order, the Products, or your use of the Service is limited to the price paid for the affected Products/services. We are not liable for indirect or consequential losses (for example loss of profits, contracts, business opportunity, or third-party contractor costs), even if foreseeable.

Liability for Third-Party Carriers

Where you appoint a third-party carrier to move Products beyond our agreed delivery point, risk transfers on handover to that carrier and we are not responsible for delay, loss or damage during that onward transport. See Risk & Ownership.

Third-Party Installation & Maintenance

If you use third-party gardeners, landscapers or contractors, you do so at your own risk. We are not responsible for their workmanship, methods or damage caused by third-party services.

Call Recordings

We may record telephone calls (with a pre-call notice) for order accuracy, training, fraud prevention and dispute resolution. We process recordings under our Privacy Policy and applicable UK data protection law.

Data Protection

We process personal data in accordance with UK data protection law. Please see our Privacy Policy (which forms part of these Terms) for details on what we collect, why we use it, how long we keep it, and your rights. By placing an order or using the Service, you acknowledge our Privacy Policy.

Fraud Prevention and Security

We may carry out verification checks (including identity or card checks) and may refuse or cancel orders where verification fails. You are responsible for keeping account credentials secure and for unauthorised activity resulting from your failure to do so.

Indemnification

To the extent permitted by law, you agree to indemnify and hold harmless Harrod Outdoors and our directors, employees, agents, and contractors from reasonable, direct losses, costs and expenses (including reasonable legal fees) that arise directly from:

  1. your fraud or intentional wrongdoing;
  2. your material breach of these Terms; or
  3. your unlawful use of our Products or Service.

This indemnity:

  • does not apply to losses caused by our own negligence or breach of statutory duty;
  • is limited to direct losses; and
  • does not affect your statutory rights.

We may assume control of the defence and settlement of any claim covered by this clause; you must co-operate reasonably. You must not settle or admit liability on our behalf without our prior written consent. We will take reasonable steps to mitigate any losses. This clause is in addition to any other rights or remedies we have at law.

Promotions & Offers

Scope & precedence
Promotions, voucher/coupon codes, volume discounts, free-gift or free-delivery offers, bundles and campaign pricing (together, β€œOffers”) are subject to ourΒ Promotions & Offers Policy, which forms part of these Terms. Unless we say otherwise for a specific promotion: (a) Offers doΒ notΒ stackβ€”best single discountΒ applies; (b) Offers are UK-only and run on UK time; (c) eligibility/exclusions and availability may change; (d) refunds/returns are recalculated to reflect theΒ price actually paidΒ and any broken thresholds; and (e) we may correct obvious errors and withdraw or modify OffersΒ prospectively. AnyΒ Specific TermsΒ shown on a banner, email, landing page, checkout or quote form part of these Terms and govern that promotion. If there is a conflict, the order is:Β Specific Terms (that promotion) β†’ Promotions & Offers Policy β†’ these Terms β†’ Delivery Policy, except where consumer law requires otherwise.
Eligibility
Unless stated otherwise, promotions are for UK mainland consumer orders, one per customer/household, and exclude trade/bulk orders and resellers. You must be 18+. We may verify eligibility before honouring an offer.
How to redeem
Promo codes and coupons must be entered at checkout and confirmed on the Order Acknowledgment. Codes cannot be applied retrospectively after we issue an Order Confirmation. Unless stated, codes have no cash value and cannot be exchanged.
Combinability (stacking)
Promotions areΒ not combinableΒ with any other discount, bundle, code, free-gift, free-delivery incentive, trade price or Grower’s Offers, unless we expressly say so in writing. If multiple promotions appear to apply, we will honour the single best eligible offer.
Exclusions
Unless a campaign expressly includes them, promotions doΒ notΒ apply to:
(a) custom/bespoke work (e.g., pleaching, topiary to spec);
(b) planting services;
(c) delivery/haulier charges;
(d) gift cards/store credit;
(e) clearance, limited-allocation or pre-order/seasonal-lift items;
(f) orders placed before the campaign start or after it ends.(g) accessories or add on products or services.
Timing & availability
Each promotion has stated start/end times (UK time) and may beΒ β€œwhile stocks last.” We may withdraw or amend an offer early if products sell out, pricing is updated, or an obvious error occurs, provided this is fair and does not affect orders already accepted.
Free delivery promotions

Free delivery offers follow the method, zones and thresholds in our Delivery Policy (Delivery Policy). If a promotion or return reduces your basket below a free-delivery threshold, standard delivery/haulage charges apply.

Free gifts / bundles

If you return items from a qualifying order and you then fall below the qualification threshold, free gifts must be returned unused and in original packaging or will be charged at the stated price/RRP. Bundle prices require returning the bundle as a whole unless we agree otherwise.

Returns, refunds & promotional value

Refunds reflect the amount actually paid after promotional discounts. If a partial return means the promotion no longer applies, we will recalculate the order at the non-promotional price before issuing any refund. Perishable-goods rules still apply.

Misuse & abuse
We may decline, suspend or cancel a promotion (or specific order) where we reasonably suspect fraud, code misuse, automated use, multi-accounting, or material breach of these Terms, acting fairly and proportionately.
No cash alternative; non-transferable
Unless stated otherwise, promotions cannot be sold, transferred or redeemed for cash. Single-use codes are void once used.
Channel-specific offers
Marketplace/social or email-only offers apply only via that channel unless we say otherwise. Where a platform’s rules apply, they sit alongside these Terms.
Errors & corrections
We may correct obvious errors or omissions in advertised promotions and will notify you promptly where this affects an unconfirmed basket. Confirmed orders are handled as above.

Amendments/General

Assignment/subcontracting
We may assign our rights and subcontract performance (including couriers/planters). This does not reduce your statutory rights.
Force Majeure (general)
We are not liable for delays/failures caused by events beyond our reasonable control (including regulatory action, epidemics, strikes, carrier failures). We will notify you and perform as soon as reasonably possible.
Severability
If any clause is invalid, the rest remain effective.
No waiver
Not enforcing a right does not waive it.
Precedence

If there’s a conflict, theseΒ TermsΒ prevail over policies/web content/FAQs.

Contact Us / Complaints

Notices

Formal notices must be sent by email toΒ contact@harrodsoutdoor.comΒ and by post to our correspondence address shown in these Terms. Notices take effect on receipt.

Correspondence address:Β Harrod Outdoors Limited, Prospect Bungalow, Main Road, Ormesby, NR29 3LN.

OurΒ correspondence address is different from our registered office. Please do not send any legal or claims correspondence to our registered office address, as it is used solely for official communications with HMRC and Companies House.