Terms and Conditions
By placing an order with Shrubland Nurseries you are deemed to have read and accepted the following;
All images and descriptions relating to plants on our website are in reference to the eventual size, shape and flowering and do not necessarily represent how the plants will appear immediately on receipt. From late autumn to early spring plants may arrive in a dormant state i.e. without leaves or as a small crown of immature shoots. This is the normal, natural state for many deciduous plants at this time of year but they may look very different from the pictures on our website. Please see caring for plants on arrival for further information.
We have indicated on our labelling those plants which we know to be particularly poisonous. Where there is no such indication this does not imply the plant is not poisonous. Any plant should be considered as being potentially poisonous. We are not responsible for any misuse of plants contrary to specific instructions on our labelling.
Prices on our website are based on plants supplied in the stated pot size. If for any reason we are not able to supply plants in this size, we will where possible substitute with a larger size, or if the plants are only available in smaller pots than advertised we will include an extra plant, or plants, so you will receive at least the equivalent to the advertised size.
We reserve the right to alter prices on our website without notice, including delivery charges.
AVAILABILITYThe appearance of a product on our website is not a guarantee that it is in stock. Stock levels vary greatly throughout the year and it is difficult to predict how many plants will be successfully produced and how long it will take them to mature to a saleable size. If for any reason we cannot fulfil your order either partially or entirely we will let you know.
We will not make any substitutes without contacting you first and will only do so with your agreement. (This excludes any Plant Collections or mixtures where the choice of plants is at our discretion.) There may be times when we are not able to supply the variety and or size of a plant in your order but are able to suggest a suitable alternative. You can trust that we will always recommend a good substitution which will be similar in as many ways as possible. In any case we will not do this without your approval so if you are not satisfied you will have the right to cancel the order. Please see cancellations for further information.
You may reserve plants and collect them from the nursery if this is more convenient. Please contact us to make arrangements to collect your order. Reservations will be held under your name for one calendar month from the date of reservation or until a specific date which has been agreed. If you have not collected your order within this time or contacted us to re-arrange a date for collection we reserve the right to make plants available for sale again as we cannot keep them reserved indefinitely.
PROVISION OF DETAILS
We require the accurate provision of your details at the time of ordering. We need your full postal address complete with town/village and correct postcode - we cannot be held responsible for delays due to incomplete or inaccurate details. Please provided any pertinent information such as;
- Where to leave the parcel if you are out
- Details for the driver should your property be hard to find
- If you DO NOT wish us to let the courier have your ‘phone number.
We currently accept payment by credit/debit card or PayPal through our website. These options are provided in the checkout process. You can use a credit/debit card to pay via PayPal even if you don't have an account. Just select the Guest Checkout option.
If you wish to pay by cheque or postal order please contact us. Please wait for us to confirm the total before sending us a cheque and never send cash in the post this is not secure.
If there is likely to be a lengthy delay between ordering and dispatch we will arrange to contact you closer to the time of dispatch to take your payment details. Orders paid by cheque will only be dispatched after the cheque has cleared.
Please see delivery information for our charges. Additional charges may arise where the weight or size of the parcel requires that we use a different carrier or service. Timed deliveries (e.g. 'before noon') will also incur extra charges.
Lead times for despatch of orders can vary throughout the year. Please see our delivery information page for details. You will be notified by email of the day of dispatch (for telephone orders we will normally let you know at the time of ordering) together with an estimated delivery date.
Delivery charges are not eligible for discount unless otherwise stated. We reserve the right to change our delivery charges on our website without notice.
Deliveries which are signed for by the customer are covered by insurance, Royal Mail First Class and courier parcels left e.g. ‘in porch’ are not covered. If you need the delivery to be covered by insurance please let us know.
Deliveries usually require a signature on arrival. Our Couriers aim to deliver between 8 am and 4 pm, though at busy times they may deliver after 4 pm. Timed (e.g. ‘before noon’) deliveries will incur an extra charge. For 'signed-for' services we will normally contact you with a dispatch date and expected delivery date. If you have not already informed us of a safe place for the parcel to be left in the event you are out, some carriers may leave parcels without a signature on the strength of a signed note on the door instructing the delivery driver to leave the parcel at your risk, and telling them where to leave it (e.g. by back door etc.). Parcels left without a signature are not covered by insurance.
Whilst we make every effort to dispatch your order as quickly as possible there may be delays in sending out orders during busy periods, particularly in spring due to backlogs caused by cold weather or other factors beyond our control. If there is any delay in processing your order as a result we will let you know.
CARING FOR PLANTS ON ARRIVAL
After receiving your delivery, remove plants from their packaging as soon as possible. If someone is taking delivery on your behalf and you are not due to collect the parcel from them within a day please instruct them to do this themselves. Plants need light, air and water. We cannot be held responsible for the loss of plants that have been left in their packaging for too long. Please also read our page on caring for your plants
DAMAGE OR LOSS IN TRANSIT
If your order has not arrived within the expected time from dispatch or has been damaged in some way then contact us immediately. Failure to report damaged parcels to us within 3 days of receipt may result in an unsuccessful claim for damage against our courier. Please retain any packaging and if possible take pictures of the box and contents showing the condition in which they arrived. Do not sign for parcels which appear damaged without first inspecting the contents, and sign for as "contents damaged". If someone is taking delivery on your behalf then please ask them to do the same.
Risk of damage to plants passes to you at the time of delivery to you. If you have agreed with us for the delivery to be made at a specific time and fail to take delivery at the agreed time, the risk is passed to you at the time when we tried to deliver.
If you need to cancel your order, you must let us know within 14 days of placing your order. Delivery charges are not refundable after dispatch has been booked in with our courier (typically 24 hours prior to dispatch) so orders cancelled after this time will only be refunded in part to the value of the products ordered. If you cancel your order after plants have been dispatched this will be regarded as a "Return" (please see below). If we are unable to meet your order either in part or in full and you are not satisfied with any substitutes we have to offer then you have the right to cancel your order prior to dispatch without charge and be refunded in full.
RETURNS AND REFUNDS
If you wish to return goods you will need to notify us within 14 days of receiving your order. Refunds will only be made after plants have been returned to us in good condition and excludes all return delivery charges. As perishable goods they need to be properly cared for until returned to us in their original packaging. Our policy is for this to be arranged as soon as possible after receipt. Customers will have to pay the cost of returning items to us. We require that you use a "signed-for" service to ensure proof of delivery. Items must be returned within 14 days from the date you tell us you wish to cancel. We will refund you within 14 days of receiving the goods back, less any deduction deemed reasonable for deterioration in the condition of the plants, bulbs or tubers.
We do not offer a warranty on plants because they are classed as 'perishable goods' and we cannot be held responsible for their care once they have left our nursery as they will be affected by conditions beyond our control. We always check our plants thoroughly before we send them. Please bear in mind that plants will be at different growth stages depending on the time of year. From late autumn to spring they may be dormant.
If you are not satisfied with your plants on arrival then contact us immediately. We may ask you to follow this up in writing and supply us with a photograph. Any complaints will be considered fairly on an individual basis.
Complaints must be submitted in writing within 7 days of receipt or order. We will deal with any complaints fairly on an individual basis. In the case of damage during transit, please retain packaging and contact us immediately. (See Damage/loss in transit above)
If we have inadvertently sent you incorrect items (excluding substitutions where this has been agreed or plant collections where the supply of specific plants is not guaranteed) then please contact us immediately. We may ask you to send items back to us, in which case we will bear the cost of the return delivery.
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