Shipping policy and export sales
Shipping costs are excluded from prices of products ordered on https://www.horticraftholland.com/ except we otherwise state so. You understand and accept that shipping costs may differ with orders.
We deliver all orders following the delivery option chosen by customers during the order process. Please note that quoted delivery timescales are indicative only, and that we will not be held liable for delays in merchandise delivery caused by any third party.
We will not under any circumstances be held liable for products that are lost in transit.
You must ensure that you or an authorised person is available to sign for the products and to take receipt of such products. When accepting delivery, you must inspect the package for visible signs of damage. In the event that there are visible signs of damage, you may either refuse the delivery or sign for the package as damaged.
Cancelation of orders and returns
We reserve the right to cancel any placed order if the ordered product is no longer being manufactured, if it is out of stock, or if it for any other reason becomes unavailable.
We will send you an email when an order is cancelled, and will not charge for that order. If we cancel the order after your payment is made, we will re-issue a refund in the full amount of the charge.
You also reserve the right to cancel your order. You may do so before we ship the order or within five working days of receipt of products.
To cancel and order after you have received the products, here are the conditions that must be met:
You must notify us through email or by regular mail, quoting your order number.
You must return the product(s) to Horticraft Holland immediately, in the same condition in which you received them and in their original packaging. You however understand and accept that the return of such products shall be at your own cost and risk. You also understand that you have a legal obligation to take reasonable care of the ordered items while they are in your possession.
Once we receive the cancelled/returned products, we will refund your money using the same mode of payment by you within 14 days. You however understand and accept that we will only refund the amount paid, less the costs of delivery and the collection charge paid by Horticraft Holland for the collection of the goods, if applicable.
You also accept that we may be unable to accept returns made with missing parts.
For returned faulty or damaged products, we will refund full amount paid by you. You however understand that you must notify us by email of faulty or damaged products within 72 hours of receipt in order to qualify for a full refund under this agreement. Failure to notify us within 72 hours of receipt will result in our determination that any damage occurred whilst in your care.
In the event of a return, we will examine the product so returned and, if you are entitled, we will notify you of your options by email to a replacement, a repair or a refund. We will usually process your elected replacement, repair, or refund as soon as possible or within 30 days of the day you confirm your option, or within 14 days of the day you opt for a refund for a damaged or faulty product.
Due to the nature of the goods supplied, you must make returns only in the original packaging used.
We will only confirm that the product has arrived back to us in a satisfactory condition after we have opened and inspected such a product. If after inspection, your returned products are found to be in working order, we will charge you a no fault found fee of 10% of the sale value of the product.