Return Policy & Service Guarantee

1. Our Commitment to Quality

At our company, we are committed to delivering exceptional service and ensuring your complete satisfaction. While the nature of our horticultural services means traditional "returns" don't apply, we stand behind our work with comprehensive guarantees and support.

2. Service Satisfaction Guarantee

We guarantee that all services will be performed professionally and to industry standards. If you are not satisfied with any aspect of our service, we commit to:

• Address your concerns promptly and professionally
• Work with you to resolve any issues
• Make reasonable adjustments to meet your expectations
• Provide remedial work where appropriate at no additional cost

2.1 How to Report Concerns

If you have concerns about any service we've provided:

• Contact us within 7 days of service completion
• Describe the specific issues in detail
• Provide photos if applicable
• Allow us reasonable opportunity to inspect and assess

3. Plant Health Warranty

3.1 Initial Plant Guarantee

All plants are guaranteed to be healthy and suitable for your climate at the time of installation. We provide:

• 30-Day Warranty: For all installed plants under standard care conditions
• 90-Day Extended Warranty: Available for clients with maintenance contracts

3.2 Warranty Coverage

Our plant warranty covers:

• Plants that fail to establish due to inherent defects
• Issues arising from improper plant selection for the site conditions
• Problems caused by faulty installation techniques

3.3 Warranty Exclusions

The warranty does not cover plant failure due to:

• Inadequate watering or failure to follow care instructions
• Extreme weather events (drought, frost, storms, flooding)
• Pest or disease infestation beyond normal expectations
• Damage caused by third parties, animals, or mechanical injury
• Changes to site conditions after installation (drainage, sun exposure, etc.)
• Natural seasonal die-back of perennial plants
• Client modifications to the planted area

3.4 Warranty Claims Process

To make a warranty claim:

1. Contact us as soon as you notice an issue
2. Provide photos and description of the problem
3. Allow us to inspect the affected plants
4. Demonstrate that care instructions were followed
5. Provide proof of purchase and installation date

Valid claims will be resolved by replacing the affected plants or providing a pro-rata refund based on the remaining warranty period.

4. Cancellation and Refund Policy

4.1 Before Service is Performed

Cancellation Timeline:

• More than 7 days before scheduled service: Full refund of any deposit paid
• 3-7 days before scheduled service: 50% refund of deposit
• Less than 3 days before scheduled service: No refund (administrative and scheduling costs incurred)

4.2 After Service Commencement

Once work has begun:

• Cancellation is subject to charges for work completed and materials supplied
• Any custom-ordered plants or materials are non-refundable
• Labor costs for time spent will be charged at the agreed rate

4.3 Refund Processing

Approved refunds will be processed:

• Using the original payment method
• Within 14 business days of approval
• After deduction of any applicable cancellation fees or work performed

5. Weather-Related Postponements

If we need to postpone service due to weather conditions:

• We will notify you as soon as possible
• No cancellation fees apply
• Service will be rescheduled at the earliest suitable date
• Your deposit remains valid for the rescheduled service

6. Maintenance Service Contracts

6.1 Subscription Services

For ongoing maintenance contracts:

• Minimum commitment period as specified in your agreement
• 30 days written notice required for cancellation
• No refund for partial months
• Early termination may incur fees as detailed in your contract

6.2 Service Visit Credits

If we miss a scheduled maintenance visit:

• We will provide a credit toward future services
• Or reschedule at no additional charge
• Credit amount equals the value of the missed visit

7. Workmanship Guarantee

We guarantee the quality of our workmanship for:

• Installation Work: 12 months from completion
• Hardscaping Elements: As specified in your agreement
• Seasonal Plantings: Duration of the growing season

If defects in our workmanship become apparent within the guarantee period, we will remedy the issue at no additional cost to you.

8. Force Majeure

We are not liable for failure to perform services due to circumstances beyond our reasonable control, including but not limited to:

• Extreme weather events
• Natural disasters
• Government restrictions or mandates
• Supply chain disruptions
• Public health emergencies

In such cases, we will work with you to reschedule or find alternative solutions.

9. Dispute Resolution

If you are dissatisfied with how we've handled your concern:

1. Request to speak with a senior manager
2. Submit a formal written complaint
3. We will investigate and respond within 14 days
4. If unresolved, we support mediation through an independent third party

10. Limitation of Liability

Our liability under this policy is limited to:

• The value of the service or product in question
• Replacement of plants or re-performance of services
• Refund of fees paid for unsatisfactory work

We are not liable for:

• Consequential or indirect losses
• Loss of enjoyment or aesthetic preferences
• Damage to property not caused by our negligence
• Acts of nature or third parties

11. Your Consumer Rights

This policy does not affect your statutory rights under UK consumer law, including:

• The Consumer Rights Act 2015
• The right to services performed with reasonable care and skill
• The right to services provided within a reasonable time
• The right to services at a reasonable price (if not agreed in advance)

12. Contact Us

For questions about this policy or to raise any service concerns:

Address: 32 Earls Avenue, White Lacking ton, United Kingdom
Phone: +44 70 1757 7874
Email: info@customstrpresent.cv
Hours: Monday-Friday, 9:00 AM - 6:00 PM | Saturday, 10:00 AM - 4:00 PM

13. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be posted on this page with an updated revision date. Services booked before changes take effect will be governed by the policy in place at the time of booking.