We take every effort to supply each and every customer with a prompt and efficient delivery service and systems constantly evolve to ensure we provide you with eth best possible service.
The majority of our orders are delivered by Royal Mail who have an exceptionally and consistently high success rate for our deliveries and problems are very rare. In recognition of this, we have great deal of faith in their ability to ensure our customers orders arrive on time and in excellent condition.
For very large parcels we use Collect Plus. We have chosen them because they offer the most flexible delivery options to our customers.
Our standard service is Royal Mail second class. We normally dispatch within 48hrs of receiving your order and Royal Mail normally deliver within 2 – 3 working days.
When you've placed your order, please check your emails for further confirmations. We will always aim to meet your Delivery Date but this is dependant on successful authorization of payment and stock availability. In the rare event of a delay, we will contact you by email within 24hrs of you placing your order.
We do not deliver to Po Box or BFPO addresses
We hope that you're pleased with your purchase from Hortafix; however we do understand that occasionally, you may need to return goods to us. We've set out below the main reasons why goods tend to be returned.
Goods are faulty on arrival
If you find that your goods are faulty on arrival, then you are entitled to a replacement or a refund. Please note that you must contact us within 14 days of receipt of the order. In instances where we are unable to source a like-for-like replacement a refund will be issued.
Goods have become faulty during use
If your goods become faulty after delivery, and within the warranty period, then you are entitled to a Repair or a replacement. Please note that in instances where we are unable to source an identical replacement a like-for-like replacement will be offered.
Goods Damaged On Arrival
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please contact us within 48 hours with details of the damage. This will help us considerably in raising the matter with our appointed courier.
Once the damaged goods have been received back into our warehouse, then we will replace or refund them.
You Have Simply Changed Your Mind!
If you have ordered goods from us, but then simply decided that you wish to cancel your order, you are can and have any money that you have paid to us refunded. We will not refund shipping fees where they were charged on the order.
In order to return an unwanted item, the following criteria must be met:
- You must have contacted us in writing within 7 working days of receipt.
- The item must be returned complete with ALL accessories and manuals / guides including free gifts
- The item must be in the original box and packaging
It is your responsibility to return the goods to us in a safe and secure manner and at your cost.
How to Return Goods
Please contact us detailing the reason for the return, whether you would prefer a refund or a replacement and where applicable a description of the fault.
We will contact you with an RMA (Returned Merchandise Authorisation) number.
Please ensure that your item is packaged suitably for transit and that you display the RMA number and returns address clearly on the exterior.
IMPORTANT: Once we've issued an RMA number, it's only valid for 14 DAYS. If we've not received the goods back after 14 days, the RMA number will no longer be valid. It's therefore important that you do send the goods back WITHIN 14 days of the RMA being issued delivery.