Our commitment after delivery
Tree Establishment Guarantee
A response suited to the cause of the failure
Every case is reviewed individually. Different species and rootstocks begin growing at different times, and a tree that remains dormant later than expected may still be alive. The photographs and information you provide help us distinguish a genuine establishment failure from delayed growth or a problem caused after planting.Tree Establishment Guarantee
The tree was received, planted and cared for correctly
When a tree fails to establish despite prompt unpacking, correct planting and appropriate care, we will offer a replacement for the affected tree. If the same cultivar, rootstock or form is no longer available, we may offer an equivalent tree, a replacement during the following planting season or store credit equal to the amount originally paid for the tree. The guarantee can be used once for each eligible tree and does not include the cost of a new delivery.Our second-chance commitment
The planting conditions or aftercare contributed to the failure
When the guarantee cannot apply because the failure appears to be connected with planting, watering, weed competition, the chosen position or damage occurring after delivery, we will offer a 30% discount on the purchase of a replacement tree. We will also help you identify what should be changed before replanting. The discount applies to the price of one replacement tree, excluding delivery, and can be used once for the affected tree.Conditions of the guarantee
For a claim to be considered under the Tree Establishment Guarantee, the following precautions must have been followed:- the parcel was received and opened promptly after delivery;
- the roots were protected from sun, wind, drying and severe frost before planting;
- the tree was planted promptly after delivery or temporarily stored in suitable conditions, including heeling in when necessary;
- the planting site, soil and climate were reasonably suitable for the species and rootstock selected;
- the roots were placed naturally in the planting hole and the graft union remained above soil level;
- the tree was watered thoroughly at planting and received sufficient water during subsequent dry periods;
- the area around the tree was kept reasonably free from competing grass and weeds during its first growing season;
- suitable staking and protection from wind or animals were provided when required;
- the tree was not moved or transplanted after its initial planting;
- the claim is submitted within the applicable period and includes the information needed to assess it.
Bare-root trees
Claims must reach us no later than 30 June following delivery. For species that naturally begin growth late, we may ask you to wait until their normal budbreak period before deciding that the tree has failed.Container-grown plants
When a potted plant is delivered and planted outside the winter bare-root season, the claim must be submitted within 90 days of delivery.Tell us as soon as possible
Do not wait until the end of the claim period if the tree concerns you. Early contact may allow us to identify and correct a watering, planting or protection problem before the damage becomes irreversible.How to make a claim
Please contact us before removing, heavily pruning or disposing of the tree. We need to be able to assess its condition and may ask you to carry out a few simple checks.1
Contact us
Provide your order number, the cultivar concerned and the approximate planting date.2
Send photographs
Include the whole tree, the base and graft union, and the surrounding planting area.3
Describe the care provided
Tell us about the soil, watering, weed control, exposure and any unusual weather or damage.4
We assess the situation
We may ask for a light scratch test beneath the bark, further photographs or, only when necessary, a photograph of the roots after lifting the tree.Situations not covered by the guarantee
The Tree Establishment Guarantee covers a genuine failure to establish despite suitable handling, planting and care. It does not cover:- a parcel that was not received, opened or attended to promptly after delivery;
- roots that dried before planting or were left immersed in water for a prolonged period;
- planting carried out too late, too deeply or in unsuitable, compacted, permanently waterlogged or poorly prepared soil;
- insufficient watering, prolonged waterlogging or heavy competition from grass and weeds;
- damage caused by a mower, strimmer, tool, stake, tie or other equipment;
- damage caused by rodents, rabbits, deer, livestock, pets or other animals;
- damage caused after planting by frost, extreme heat, drought, hail, wind, flooding or another exceptional weather event;
- the unsuitable use of herbicide, plant protection products, fertiliser or another substance capable of damaging the tree;
- moving or transplanting the tree after its initial planting;
- slow growth, an unsatisfactory shape, lack of flowering or lack of fruit when the tree remains alive;
- an incompatibility between the selected tree and the soil or climate where the necessary information was not provided before ordering.
Replacement, an equivalent tree or store credit
When a claim is accepted under the guarantee, we will normally offer a replacement tree during a period suitable for lifting, dispatch and planting. Replacement depends on nursery availability. If the cultivar, rootstock or form originally ordered is no longer available, we may offer:- an equivalent tree agreed with you;
- a replacement during the following planting season;
- or store credit equal to the amount actually paid for the affected tree, excluding delivery charges.
A free commercial guarantee
The Tree Establishment Guarantee is included at no additional cost with eligible trees and plants.Where it applies
It applies to eligible orders placed on thomasfruittrees.eu and delivered to the countries available for delivery at checkout.How long it applies
Until 30 June following delivery for bare-root trees, and for 90 days after delivery for eligible container-grown plants supplied outside the winter bare-root season.Frequently asked questions
Is a tree without leaves necessarily dead?
No. Budbreak varies according to the species, cultivar, rootstock, planting date and weather. Some fruit trees naturally begin growing much later than others. Please contact us with photographs before lifting the tree.Should I lift the tree to photograph the roots?
No, not unless we ask you to do so. We will normally begin by examining the tree in place, including the trunk, graft union, planting depth and surrounding soil.Are replacement delivery costs included?
No. The guarantee covers the replacement tree or store credit. New packing and delivery costs remain payable by the customer. A replacement may also be collected from our nursery by prior arrangement.What happens if the same cultivar is sold out?
We may wait until the following planting season, offer an equivalent cultivar, rootstock or form with your agreement, or provide store credit equal to the amount originally paid for the tree.Is the 30% discount automatic?
It is offered after we have reviewed the situation and confirmed a genuine establishment failure that is not covered by the guarantee. It applies to one replacement tree and does not apply to delivery charges.Is a living tree with weak growth covered?
No. The guarantee covers establishment, not a particular growth rate, shape, flowering date or future fruit production.Commercial guarantee information
This free commercial guarantee is provided by: Thomas Parent – La Pépinière du Fruitier / Thomas Fruit Trees173 Route de Valenciennes
59530 Le Quesnoy
France
The guarantee applies within the conditions, periods and territorial scope described on this page. Your invoice or order confirmation is proof of purchase. This commercial guarantee is additional to, and does not affect, any statutory rights or legal guarantees available to consumers under applicable law.
Concerned about a tree?
Contact us before taking action
Send us your order number, a few photographs and information about the planting conditions. We will review the situation and explain the most appropriate next step.