At Horti Gear, we stand behind our professional-grade outdoor tools with the same commitment to quality that arborists, landscapers and serious gardeners expect from their equipment. If you need to return or exchange an item, we’ve designed a straightforward process to serve busy professionals like you.

Our Returns Promise

We accept returns within 15 days of delivery for most items, provided they are:

  • In original packaging with all accessories
  • Unused and in resalable condition
  • Accompanied by proof of purchase

Non-Returnable Professional Equipment

For safety and hygiene reasons, we cannot accept returns on:

  • Garden Chainsaws (once fuel/oil has been added)
  • Garden Power Tools with activated warranties
  • Hedge & Line Trimmers with used blades
  • Any item showing signs of use or missing safety components

Professional Returns Process

Step 1: Initiate Your Return

Email our tools team at [email protected] with:

  • Your order number
  • Item(s) to be returned
  • Reason for return
  • Preferred resolution (refund or exchange)

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Body:
Dear Horti Gear Team,

I would like to initiate a return for my order #[Your Order Number].
Item(s) for return: [Product Name(s)]
Reason for return: [Please specify]
I prefer: ☐ Refund ☐ Exchange for [Product Name if exchanging]

[Your Full Name]
[Contact Number]
[Order Date]

Step 2: Receive Return Authorization

Within 1 business day, we’ll email:

  • Return authorization number
  • Prepaid shipping label (for defective items)
  • Instructions for safe packaging of professional tools

Step 3: Ship Your Return

For customer-initiated returns:

  • Pack items securely in original packaging
  • Include all accessories and documentation
  • Ship to:
    Horti Gear Returns
    65 Maiden Ln, London, GB EC2H 2GR
  • Recommended carrier: DHL/FedEx with tracking

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds processed within 3-5 business days
  • Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Deductions: Return shipping costs (unless item is defective)

Note: Bank processing times may add 3-10 business days for the refund to appear on your statement.

Professional Exchanges

For faster tool replacement:

  1. Place a new order for the desired item
  2. Return the original item following the standard process
  3. Email us the new order number for expedited processing

We’ll prioritize processing your exchange once both items are received.

Damaged or Defective Professional Tools

If you receive damaged equipment:

  • Contact us within 48 hours of delivery
  • Include photos of the damage and packaging
  • We’ll arrange prepaid return shipping and immediate replacement

Trade Account Returns

Registered trade customers enjoy:

  • Extended 30-day return window for unused stock items
  • Dedicated account manager support
  • Bulk return processing

Contact Our Tools Team

For professional returns assistance:
Email: [email protected]
Phone: +44 (0)20 XXXX XXXX
Hours: Mon-Fri 8:00-17:00 GMT

Horti Gear – Equipping Professionals Since 2005