Refund policy

Contact and return address

Hawthorn & Holly is operated by Ciaran Barrett, a sole trader. For help with a return, cancellation or problem with an order, email customercare@hawthornandholly.co.uk or use our contact form. Please include your order number and tell us what has happened.

Our return address is Hawthorn & Holly, Unit 5, Skitts Manor Farm, Moor Lane, Marsh Green, Edenbridge, Kent, TN8 5RA, United Kingdom. Please contact us before posting goods so we can identify your return and advise on safe packing. Contacting us first does not reduce any legal right to cancel or claim a remedy.

Changing or cancelling before dispatch

You can cancel your order before dispatch by contacting us, and we will refund it. If you want to change an order before dispatch, contact us as soon as possible. We will try to make the change; if we cannot, you may cancel before dispatch instead.

Change-of-mind cancellations after delivery

For goods to which the legal online cancellation right applies, you may cancel without giving a reason by telling us within 14 days after the day you receive the goods. If one order arrives in separate deliveries, the period usually runs from the day you receive the last item. You can tell us clearly by email or contact form; you may use the model cancellation form below, but you do not have to.

Some goods are excluded from this right, including goods liable to deteriorate or expire rapidly and goods made to a customer's specifications or clearly personalised. Fresh wreaths and garlands may fall within the rapid-deterioration exception, but we assess the legal position for the particular item. This exception concerns change-of-mind cancellation only; it never removes your rights if goods are faulty, damaged, incorrect or not as described.

If you exercise an applicable change-of-mind right, send the goods to the return address above within 14 days after telling us you are cancelling. Please pack them securely. You pay the direct return-postage cost for a change-of-mind return. You do not need the original packaging, although we may reduce the refund for any loss in value caused by handling beyond what is necessary to inspect the goods, where the law permits.

For an eligible cancellation of a whole order, we refund the item price and the cost of our least expensive standard outbound delivery option. If you chose a more expensive delivery option, the extra amount is not refundable under the statutory cancellation right. We will refund without undue delay and within the legal deadline. For returned goods, we may wait until we receive them or you provide evidence that you sent them back, whichever is earlier. We refund to the original payment method unless you expressly agree otherwise, and we do not charge a refund fee.

Model cancellation form — complete and send only if you want to cancel a qualifying order: To Hawthorn & Holly at customercare@hawthornandholly.co.uk: I hereby give notice that I cancel my contract for the sale of [goods], ordered on [date] and received on [date]. My name: [name]. My address: [address]. Date: [date].

Damaged, faulty, incorrect or misdescribed goods

If an item arrives damaged or is faulty, incorrect or materially different from its description, please contact us with your order number and a description of the issue. A photograph is helpful when available. We ask you to report visible delivery damage ideally within three days so we can investigate promptly, but this request does not limit your statutory rights.

We will provide the remedy required by UK consumer law. Depending on the circumstances and your rights, this may be a replacement, repair where practical, price reduction or refund. You are not required to accept a replacement if the law entitles you to a different remedy. Where a return is needed for a faulty, incorrect or misdescribed item, we will arrange or cover the reasonable return cost as required by law. The change-of-mind return-postage rule above does not apply to such a claim.

Missing or delayed deliveries

If your parcel is missing, delayed or appears to have been delivered incorrectly, contact us with your order number. We will investigate with the carrier and provide the remedy required by law. A courier's safe-place scan does not automatically remove your statutory rights.

Refund timing

We aim to process an approved refund within 3–5 working days. This is a service target, not a restriction of your statutory rights or the legal refund deadline. Your payment provider may take additional time to show the credit after we issue it.

Related information

Our Terms and Conditions and Delivery page explain order acceptance, delivery weeks and delivery charges. Nothing in this policy limits your statutory consumer rights.