Please note that we will only dispatch orders to the billing address of the card. We cannot send to an alternative delivery address. Any orders placed with alternative delivery will be cancelled and refunded.
We cannot process orders to a UK address that have been processed with an international card. We can only dispatch to the country the card is registered to.
REFUNDS
We offer a no quibble refund policy. Please return goods with proof of purchase within 30 days of receiving your purchase and we will exchange or refund. Return postage must be paid by the customer. Your statutory rights are not affected. We wish to make your visit to botreefarm.co.uk as enjoyable as possible. If you require any assistance with your order do not hesitate to contact us through the contact page above or call us on +44 (0)1738 248288
COMPLAINTS
Should you have any reason to complain about our service, we will aim to deal with matters effectively, fairly and in full confidence. We will acknowledge complaints within 5 working days and we will give you a timescale for resolving the matter. You will be kept informed at all times.
NEXT DAY DELIVERY
We guarantee your deliveries through comprehensive insurance with our delivery company.
DAMAGED GOODS
If in the unlikely circumstance that you should receive goods that are damaged upon arrival; then return with proof of purchase and we will have these sent off for inspection. Then we can go about issuing a refund or exchange on the item for you.
PROCESSING YOUR ORDER
Our aim here at botree farm.co.uk is to process your order as quickly as possible. We try to have your order dispatched within 1 working days from when your initial order is placed (this however does not include weekends or bank holidays).
PLEASE NOTE: ORDERS ARE SUBJECT TO AVAILABILITY, PLACING AN ORDER WITH US DOES NOT GUARANTEE AVAILABILITY. WE WILL OF COURSE, MAKE EVERY EFFORT TO FULFIL YOUR ORDER AND IF THIS IS NOT POSSIBLE WE WILL CONTACT YOU ASAP.
Your online transaction is an ‘instant’ payment via PayPal payments, this means that orders are charged in full at the time of purchase. If an item is out of stock it will be refunded back onto your card, our bank give an estimated 24 hours clearance window from the time of refund.
We are unable to change your delivery address under any circumstances; this is for the safety of our customers to prevent any fraud.
We are also unable to accept telephone orders due to the Data Protection Act 1998; we are sorry for any inconvenience that this will cause but must stress that our reasoning for this is for the protection of our customers.
When you place your order online your billing address must be verified through the PayPal Address Verification system (NVP) and your credit card security value must match (CV2).
When Ordering if your payment is declined please contact us before trying again as this could be down to a stock error and it will avoid extra charges being incurred on your account.
INTERNATIONAL CUSTOMERS
Please be aware when buying from our online store; that our store cannot be held responsible for the international exchange rate, when issuing payments and refunds we can only process in GBP and therefore cannot be held responsible for the exchange rate at the time.