Return Policy & Satisfaction Guarantee

Last Updated: November 6, 2025

At Phythnroz, we take pride in delivering high-quality tree and shrub care services that meet or exceed your expectations. This Return Policy and Satisfaction Guarantee outlines our commitment to your satisfaction and the procedures for addressing service-related concerns in line with UK consumer protection laws, including the Consumer Rights Act 2015.

1. Service Satisfaction Guarantee

We stand behind the quality of our arboricultural services. If you are not completely satisfied with the services we provide, please notify us within seven (7) days of service completion, and we will address your concerns promptly.

2. Service Concerns and Remedies

2.1 Notification Process

If you are not completely satisfied with our services:

• Contact us within seven (7) days of service completion
• Provide specific details about your concerns
• If possible, include photographs to help us understand the issue
• Our customer service team will acknowledge your concerns within 24 hours

2.2 Resolution Process

Upon receiving your notification:

• We will schedule a site visit to assess the situation (if applicable)
• Our certified arborists will evaluate the work performed
• We will propose appropriate remedies based on our assessment

2.3 Potential Remedies

Depending on the nature and extent of the concern, remedies may include:

• Corrective work to address specific issues
• Additional services to achieve the desired outcome
• Partial refund for services not performed to satisfaction
• Full refund in exceptional circumstances

3. Product Purchases

3.1 Plant Materials and Products

For any plant materials, mulch, or other physical products purchased through Phythnroz:

• Products must be in their original condition to be eligible for return
• Returns must be initiated within 14 days of purchase or delivery
• Proof of purchase is required for all returns

3.2 Plant Health Guarantee

For plants supplied and installed by Phythnroz:

• We offer a 30-day health guarantee on newly installed plants, subject to proper care and maintenance
• This guarantee covers replacement of the plant if it fails despite receiving appropriate care
• The guarantee does not cover damage from extreme weather events, pests, diseases, or improper care
• Photographic documentation may be required to assess plant health concerns

3.3 Exclusions

The following items are non-returnable:

• Custom-formulated products
• Special-order items
• Used or damaged products
• Plants that have been planted by the customer

4. Payment Refunds

4.1 Refund Process

When a refund is approved:

• Refunds will be processed using the original payment method when possible
• Credit card refunds typically process within 5-10 business days
• Bank transfer refunds may take 7-14 business days to appear in your account
• All refunds are issued in Pounds Sterling (GBP)

4.2 Cancellation Refunds

For scheduled services that are cancelled:

• Full refund for cancellations made at least 48 hours before the scheduled service
• 50% refund for cancellations made between 24-48 hours before the scheduled service
• No refund for cancellations made less than 24 hours before the scheduled service, except in emergency situations

5. Exceptional Circumstances

We understand that exceptional circumstances may arise. In cases of severe weather events, property damage, medical emergencies, or other unforeseen circumstances, we will work with you to find a reasonable solution outside of our standard policy guidelines.

6. Dispute Resolution

If we cannot resolve your concerns through our standard procedures, we are committed to working toward a fair resolution through:

• Mediation with a neutral third party
• Consultation with industry experts
• Compliance with consumer protection regulations

7. Contact Information

For all service concerns, returns, or refund requests, please contact our customer service team at:

Phythnroz
Kings Yard, The St, Kingston, Canterbury CT4 6JQ, United Kingdom
Email: info@phythnroz.world
Phone: +441303770610

We value your business and are committed to your complete satisfaction. Our team will make every reasonable effort to address your concerns promptly and effectively.

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