The Harrods Outdoor Returns Policy

At Harrods Outdoor we are passionate about great quality plants and a great quality service that provides our customers with the best possible experience. We complete multiple quality control
checks on our plants, testing that the soil quality is premium, the plants are free from disease and
have succeeded our thorough phytosanitary checks. Our detailed checks then help us provide the
healthiest products to you and our tried and tested delivery packaging protects the products, so they
arrive to our customers at the same great quality they left our nursery in. However, we understand
that very occasionally there may be an error with the order.
If you are not 100% satisfied with your order then please contact us immediately via email,
contact@harrodsoutdoor.com, or telephone, 01603 327269, and we shall do our best to resolve the
issue. All plants must be returned within a 14 working day timeframe and we will require clear,
photographic evidence of the issues you have with your order, like the quantity or any excessive
damages to the plant. Our customers are always urged that slight damages to the plants due to
delivery are normal and will not harm the health of the plant or its survival rate, providing you are
caring for it adequately. If we do not agree that the plants are significantly damaged, then you will
be asked to cover the return costs if you still wish to process a return. You will be asked to cover this
cost also if you have purchased by error, over-brought or no longer require the plants.
IMPORTANT: We cannot accept any returns if you have already planted the products. The action of
removing the plants once the customer has planted them then can risk damaging the product and
impact the Harrods Outdoor quality as it can become contaminated with the new soil. If you do wish
to make a return, then please keep your plants within their root balls or containers and ensure they
are still being watered and cared for. Please see the right to terminate your contact and return policy in our Terms and Conditions below:

  1. The customer has the right to end the contract of trade with Harrods Outdoor if:
    a) The customer wants to terminate the order due to a mistake, unforeseen change or lack of
    product availability at the fault of the team at Harrods Outdoor.
    b) A product has been delayed in delivery 14 working days past the expected delivery date.
    The contract can be terminated by contacting the team at Harrods Outdoor by email or telephone, but please
    be aware that charges will incur for the cost of our third-party delivery service to collect any unwanted
    products.
  2. The return can be accepted and processed by the team at Harrods Outdoor if:
    a) Photographic evidence sent by the customer within a 2 day period following delivery has been
    analysed and agreed that the plant is significantly damaged and not at the Harrods Outdoor, top quality.
    b) The team at Harrods Outdoor have been informed of any issues regarding quality or quantity
    within a timeframe of 14 days after delivery.
    After delivery has been made, the customer becomes the responsible owner of the plants and so is liable for
    any failure of the plants from this point. Please read and follow the Harrods Outdoor care guide to ensure
    there is the best chance of success with the plants.
 

The Harrods Outdoor Delivery Information

Depending on the sizes and quantity of your plants, the products will either be delivered using our
premium box, pallet or van delivery. We have worked hard to create these delivery options to be
very quick and efficient, whilst being the safest option for our plants and helping keep them at the
healthiest, Harrods Outdoor quality. You can view your delivery method on your invoice, and it will
be noted as either box, pallet or van. We use our trusted couriers to deliver your plants to you, so
you will be given our best estimate for your delivery date but the responsibility to deliver at this date
is that of our third-party delivery service. If you require a tracking number, then feel free to call us at
01603 327269 or give us an email at contact@harrodsoutdoor.com and we can provide this for you.
We are proud of our tried and tested preparation of your products and believe we have created the
best way for your plants to be stored for delivery. We use the greatest care to package our plants for
you, always upholding the Harrods Outdoor quality that our customers love. Please read the
following of what goes into our delivery processes for the box, pallet and van deliveries:
Box:
Your plants at your chosen height are selected, fertilized and watered to ensure they are the best
quality. They are then given quality checks, confirming they are well-watered, in top quality soil and
have succeeded all phytosanitary tests so that we are happy they are the Harrods Outdoor quality
we promise. We then cut the boxes to size to ensure the plants fit comfortably inside to help in
limiting the amount of movement whilst in transit. The plants are layered horizontally in the box
because, after many trials, we have concluded this is the best method to avoid excessive movement
of the plants in delivery that can lead to soil loss and damages to the stems and leaves. We then add
packing paper to give the plants extra support and help limit their movement, avoiding any issues or
damage in delivery. However, please be aware that some damages in transit are out of our control,
despite these precautions we take, and rarely there may be some damage to the leaves and the soil
may be unsettled but this will not affect the health or survival rate of your plants. The box is then
taped with Fragile tape and Live Plants is recorded onto the box so that our couriers know to handle
your products with the best care possible. Your box delivery is then sent out to be delivered to you
by our third-party service at your expected delivery date, wherever you are in the UK.
Pallet:
As with the box delivery, your plants at your chosen height are selected, fertilized and watered to
ensure the best quality. They are then given quality checks, confirming they are well-watered, in top
quality soil and have succeeded all phytosanitary tests so that we are happy they are the Harrods
Outdoor quality we promise. We then select a pallet and lift your plants using a forklift to prevent
any over-handling of the plants, keeping them at the best, Harrods Outdoor quality. We stack the
plants on top of the pallet, keeping them close together to prevent any excessive movement that could disrupt and damage the plants. We then wrap them with pallet wrapping to again limit
movement and further protect the leaves and stems. However, as with box delivery, please be
aware that some damages in transit are out of our control, despite these precautions we take, and
rarely there may be some damage to the leaves and the soil may be unsettled but this will not affect
the health or survival rate of your plants. Your pallet is then loaded onto one of our trusted courier’s
vehicles and sent out to be delivered to you at your expected delivery date, wherever you are in the
UK. Your delivery driver will give you a phone call an hour prior to delivery so that you are always
kept up to date on when your plants will be arriving.
IMPORTANT: Due to the sizing of our pallets and the height of the plants they hold, our couriers use
tall, heavy transit vehicles for delivery so we always urge our customers to note that your address
given for delivery must be able to be reached by these lorries. If you are concerned your road does
not allow access to these large vehicles to deliver then please contact us immediately and we can
attempt to contact the courier, however we are not liable for any delays or surcharges this may incur
as a result.
Van:
Unlike the box and pallet deliveries, our premium van delivery is driven to you by Harrods Outdoor.
As with all our delivery services, your plants at your chosen height are selected, fertilized and
watered to ensure the best quality. They are then given quality checks, confirming they are wellwatered, in top quality soil and have succeeded all phytosanitary tests so that we are happy they are
the Harrods Outdoor quality we promise. Your plants are then carefully loaded into the van, with
extra care taken by the team at Harrods Outdoor to ensure the plants remain the best quality. We
use van delivery for our extra-large plants to offer them better protection, giving them enough space
within the van to minimize any damages that could occur during transit. The plants arrive loose,
rather than wrapped like our pallet deliveries, due to their size and width as we do not want to risk
harming any of the leaves or stems. However, as with all deliveries, please be aware that some
damages in transit are out of our control, despite these precautions we take, and rarely there may
be some damage to the leaves and the soil may be unsettled but this will not affect the health or
survival rate of your plants. Your plants are then loaded into the van and sent out to be delivered to
you at your expected delivery date, wherever you are in the UK.
IMPORTANT: As with our pallet deliveries, we urge our customers to note that your address given
for delivery must be able to be reached by our van. If you are concerned your road does not allow
access to large vehicles to deliver then please contact us immediately and we can attempt to contact
the courier, however we are not liable for any delays this may incur as a result.
IMPORTANT: Most deliveries are estimated to be delivered within a 24/48-hour
timeframe; however, your order could be delayed by issues out of our control like shipping
delays, bank holidays, product availability and weather conditions. We at Harrods Outdoor
hold no liability for these delays in delivery as we use a third-party delivery service, so we
have no responsibility once the plants have left our nursery.

 

The Harrods Outdoor Terms and Conditions

When you order from Harrods Outdoor, as a customer you are entering a legal contract with us

under our Terms and Conditions, so it is vital that you have read, understood and agreed with the
following document. By accepting your order invoice, you are confirming that you accept our Terms
and Conditions of trade and we hold the right to reference this if needed.
Harrods Outdoor Terms and Conditions:

  1. Harrods Outdoor has the right to end the contract of trade with the customer if:
    a) There is a failure to make part or full payment on the agreed price by both parties, the
    customer and the team at Harrods Outdoor.
    b) The delivery address is incorrect or incomplete, and therefore effects the ability to deliver
    the products.
    c) The delivery address given is not suitable for large transit vehicles, and therefore effects
    the ability to deliver larger products.
    d) There is a lack of availability on the agreed quantity of the product in stock, and therefore
    the order cannot be completed by the team at Harrods Outdoor.
  2. The customer has the right to end the contract of trade with Harrods Outdoor if:
    a) The customer wants to terminate the order due to a mistake, unforeseen change or lack
    of product availability at the fault of the team at Harrods Outdoor.
    b) A product has been delayed in delivery 14 working days past the expected delivery date
    stated on the invoice or website.
    The contract can be terminated by contacting the team at Harrods Outdoor by email or telephone,
    but please be aware that charges will incur for the cost of our third-party delivery service to collect
    any unwanted products.
  3. The return can be accepted and processed by the team at Harrods Outdoor if:
    a) Photographic evidence sent by the customer in a 2-day time frame after delivery has been
    analysed and agreed that the plant is significantly damaged and not at the Harrods Outdoor, top
    quality.
    b) The team at Harrods Outdoor have been informed of any issues regarding quality or
    quantity within a timeframe of 14 days after delivery. After delivery has been made, the customer becomes the responsible owner of the plants and so is
    liable for any failure of the plants from this point. Please read and follow the Harrods Outdoor care
    guide to ensure there is the best chance of success with the plants.
  4. All orders are subject to the Harrods Outdoor basis of trading:
    a) The third-party delivery service used by Harrods Outdoor can successfully access your
    address given for delivery.
    b) All images and measurements of plants should be taken as a guideline. Plants can vary in
    colour and sizes and items like pot shape or size can vary from the photos shown by the website or
    the team at Harrods Outdoor.
    c) All orders will be confirmed via email or telephone, providing there is sufficient product
    availability in stock.
    d) All customers will be informed immediately via email or telephone if there is an issue with
    the order e.g., unauthorized payment or inability to deliver the products.
  5. All orders are subject to the Harrods Outdoor basis of pricing:
    a) All customers will be informed immediately via email or telephone if there is an alteration
    of a product’s pricing. Customers will be asked to either confirm and accept the new pricing, or they
    are free to terminate the order and receive a full refund.
    b) All mainstream credit cards or debit cards are accepted as methods of payment.
  6. All orders are subject to the Harrods Outdoor basis of delivery:
    a) The team at Harrods Outdoor must be contacted by the customer if the customer wishes
    to alter their order. This alteration will either be confirmed or denied by the team at Harrods
    Outdoor and we are not responsible for any delays in delivery this may incur as a result.
    b) All addresses given for delivery by the customer must be correct and clear so the third party delivery service can deliver the products safely and securely. With any issues in delivery as a
    result of unclear delivery addresses, the customer is responsible.
    c) All delivery is done so by a third-party and is at risk of delays due to reasons outside of our
    control like harsh weather, bank holidays and vehicle breakdown. The team at Harrods Outdoor is
    not liable for any of these delays.
  7. The responsibility of the team at Harrods Outdoor:
    a) All products are provided only for private and domestic use. If any products are re-sold by the
    customer, the team at Harrods Outdoor is not liable for any loss of profit.
  8. Copyright:
    a) All images, texts and policies are legally owned by Harrods Outdoor. Any use of this
    material without our written consent is unlawful) Any websites using content owned by Harrods Outdoor are in no way affiliated to the team at
    Harrods Outdoor and we have no responsibility if policies, images or texts are being used without
    our written consent.

The Harrods Outdoor Privacy Promise

Our privacy promise:
At Harrods Outdoor, we are committed to storing your data safely and securely, ensuring it is fully
protected. We promise to all customers that we will only use your data for the reasons listed in this
document, all with the aim to efficiently improve our services to you. We want to be transparent
with our customers about which data is used and how it is used, so we have created this document
to hopefully answer any questions you may have regarding your data usage. However, if any queries
remain, please feel free to contact us at contact@harrodsoutdoor.com.
We promise to only use your data, such as the contact details, purchase history and payment
methods you give us for the following purposes:
1. Delivery and collections
2. Sending delivery messages and order updates
3. Sending information about new products
4. Fraud prevention
5. Payments and refunds
6. Customer support and service
7. Staff training purposes
8. Marketing
9. Website improvement
10. Website maintenance and protection
We use these details to help improve your retail experience with us, by sending emails about
products you may be interested in due to your purchase history and allowing us to create more
advertising that is beneficial to you. Any of this data that we no longer need will instantly be deleted.
As part of our marketing campaign, we will share offers, deals and promotions with you from across
the web, including Facebook and other social medias. We use marketing messages to improve your
retail experience with us, as we can showcase other products similar to those you may have
interacted with or previously purchased. If the customer does not want to receive these messages it
is vital that they call or email the team at Harrods Outdoor so that we can remove you from our
marketing mailing list.
We hold all data within the UK and the European Union data protection and usage regulations,
meaning we promise to ensure all your rights are protected when you are a customer with us. If we
make any alterations to this page, all customers will be notified on either the website or be contacted directly. We also urge our customers to note that by using our
website, you consent to the use of cookies within our cookies policy.


If you have any questions or queries about any of our guides or policies, then give us an email at
contact@harrodsoutdoor.com or call us at 01603 327269 and we will be happy to help you.