Return & Cancellation Policy

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Scope of Policy

This Return Policy covers all services, design packages, and plant materials supplied by Onegiftsstudio within Derby and surrounding areas. Physical products are custom-selected for each project; therefore, traditional product returns do not apply.

Cooling-Off Period

If you book services remotely (online or by phone), you may cancel within 14 calendar days of signing your agreement, provided installation work has not started and bespoke orders have not been placed. We will refund any deposit minus costs already incurred (for example, site surveys or special-order materials).

Cancellations Before Installation

Please notify us in writing at least 48 hours before the scheduled installation date. Deposits may be refundable depending on plant procurement status. If plants or materials have been ordered specifically for your project, we reserve the right to deduct those costs from any refund.

Cancellations After Work Begins

Once installation has started, refunds are only available for the uncompleted portion of the project minus any non-recoverable costs. We will provide a detailed summary of work completed and materials used.

Quality Assurance & Plant Replacement

We source healthy plants from reputable nurseries. If a plant fails within 14 days of installation due to a demonstrable defect in supply or our handling, we will replace it at no additional cost. This guarantee does not cover damage caused by extreme weather, pests, pets, or lack of aftercare.

Adjustments & Remedial Work

If you are not satisfied with an aspect of the installation, contact us within 7 days. We will review the issue and, where reasonable, arrange a remedial visit. Additional fees may apply for design changes outside the original scope.

Custom Orders & Non-Refundable Items

Custom-built planters, bespoke lighting, or special-order plants are non-refundable once ordered because they cannot be repurposed. We will always notify you before confirming such orders.

How to Request a Cancellation or Refund

To request a cancellation, refund, or replacement, please email or call us with your project reference, contact details, and a summary of the issue. We aim to respond within 2 business days.

Contact Details

Address: Darley Abbey Mills, Haslams Ln, Darley Abbey, Derby DE22 1DZ, United Kingdom
Phone: +44 1332 229029
Email: infonY3mxs9K1

Dispute Resolution

We are committed to resolving concerns amicably. If we cannot reach a mutually agreeable solution, disputes will be handled according to the governing law specified in our Terms of Use.

Policy Updates

Onegiftsstudio may update this Return Policy to reflect changes in our services or regulatory requirements. Updated versions will be posted on this page with a revised date.