Terms and Conditions

 

All orders, in whatever terms, are accepted subject to the following terms and conditions.

The acceptance by the Company of any order for goods or services shall constitute an agreement to sell the goods or services and not be a sale of them and no title to the goods shall pass to the intending purchaser by reason of delivery, or acceptance of the same.

We reserve the rights to alter or amend these terms and conditions at any time.

 

Availability of Products
The availability of plants and the way they look is very often seasonal. This together with the nature of live plants means that we cannot always provide an accurate stock level online and may result on some rare occasions plants being out of stock. We will always try to inform you as soon as possible if plants are out of stock or not yet ready for sale.

We do retain the right to reject an order if for example the goods are out of stock with little chance of us being able to fulfil your order or if payment for the transaction has not been satisfactorily completed within 14 days.

 

Pricing and Labelling
When buying online the price of items is clearly displayed on the individual products pages and again in your shopping basket. The online price is the price you are agreeing to pay when making a purchase. We reserve the right to cancel all or part of an order where there has been a genuine pricing error online.

 

Appearance & Description
The description of the goods, quantity and price are those set out in your order. Variations in size shape and colour is seasonally inevitable.
If you are in any doubt about the current size or appearance of any plants then we would advise that you contact us to request the relevant information and request a photograph of our actual stock before ordering.

 

Delivery
It is critical that you provide an accurate delivery address and that the goods can actually be delivered to that address. We can only deliver to mainland addresses in England, Wales and parts of Scotland. We cannot usually deliver to anywhere off the UK mainland but just to check, please contact us because our carriers may deliver but apply surcharge.

Our standard delivery is charged at a fixed rate based on product size and weight and fulfilled via Royal Mail on Second Class delivery by default, with the option of First Class for an additional charge. We estimate that delivery will be made 7-10 days from the date of ordering although we try to deliver before this.
We will not accept any liability for loss or damage whatsoever for goods once they have been delivered in your absence.

 

Returning Goods
Returns will be dealt with on a case by case basis and for some products are not available due to the nature of the product, however an agreement over refunds can still be met. Please do not return goods to us before we have requested you do so. Our returns procedure is designed to give the best possible outcome for all parties involved. We will not accept liability for the cost of items returned by you to us that we have not requested to be returned. Preferably return goods in their original packaging. If you are returning goods to us and you are liable for the return costs then you can choose your own courier at your own risk, we will not be liable for any damage or loss caused by your chosen courier.

 

Cancellations
You may cancel your order at any time prior to dispatch. Once your order has been dispatched it may not be possible for us to stop it from being delivered. You have the right to cancel your order for 14 days following the receipt of your order and you will be entitled to a full refund including the original shipping cost however the cost of shipping is at your expense. Goods should be returned to us within 14 days of us receiving your cancellation notice. Where possible please return the goods in the packaging it was sent in. If you are returning goods to us and you are liable for the return costs then you can choose your own courier at your own risk, we will not be liable for any damage or loss caused by your chosen courier.
You must take care of the goods whilst they are in your possession and, if you are returning them, you should take reasonable care to ensure that we receive them and that they are not damaged in transit. If the goods are not adequately packaged, are incorrectly addressed or do not carry the correct postage and become damaged as a result, we reserve to right to deduct any loss of value that may have occurred from any refund due.

Refunds will be processed within 14 days of us receiving the returned goods in a satisfactory condition or you providing us with sufficient evidence that you have dispatched the goods to us via a suitable method. Please note it can take up to 21 days before a refund will appear on your statement once it has been processed by us.

 

Incorrect/Missing Goods
If you believe any of the items you have received to be incorrect then please notify us with details of your concern immediately (no later than 7 days of receiving them). We will ask for photographic evidence to support your claim, photographs can be emailed to tean.nurseries@btconnect.com. Where a genuine error has been made we will arrange for a full refund for the goods, or offer a replacement by return.

If we receive goods back that were supplied correctly as per your order this will be treated as a return whereby you will be responsible for the return postage and packaging costs. We will always do our utmost to resolve any issue so always contact our office who can offer help and assistance. We highly recommend sending us photographs prior to making any returns.

If there are items missing from your order this may be due to them being out of stock. We will have attempted to contact you to notify you of the situation and offer you a substitute item where possible. If we do not hear back from you within 21 days of your order date then where an order includes multiple items we will send out the stock we do have and issue a refund for any items not sent. Please contact us as soon as possible if you believe an item is genuinely missing from your order, where a mistake has been made we will offer to send out the missing item or refund it; where stock levels are insufficient or where the cost of sending out a single item is uneconomically disproportionate to the item cost we reserve the right to issue a refund.

With some plants it is very difficult to tell which variety they are without foliage or flowers, we supply all plant on good faith that they are labelled correctly. If you discover that a plant you have purchased from us has flowered and is not the plant you ordered then please contact us as soon as possible after making the discovery and where possible supply photographic evidence of the error. Where possible we will replace (subject to stock) or refund for the incorrectly supplied plant. We understand that when this type of error occurs it can be disappointing however we will not be held liable for any loss caused whatsoever as a result.

 

Complaints/Damaged Goods
Please let us know of any complaint or report any damaged items to us where possible within 24 hours of receipt of your goods, this can be via email to tean.nurseries@btconnect.com To help us settle any claims we always request that we receive photographic evidence to support any complaint; this may include photographs of the plants themselves and/or damage to any packaging. We also ask that if the packaging is damaged on arrival you retain the packaging and all goods for inspection/return; unfortunately we will be unable make any settlement where damaged packaging or goods have been disposed of prior to seeing photographic evidence or inspection/return. We aim to acknowledge all complaints within 24 hours of receiving them (Monday to Friday, 8am to 5pm) and to provide you with a suitable resolution in a reasonable and timely manner.

 

Non-delivery of Goods
Upon dispatch we will send you an automated dispatch notice to let you know when your order will be delivered.

We aim to dispatch all orders within 7-10 days of receiving them so if you have not received your order after 10 days from the order date please let us know the following day so we can track down your parcel if necessary. Due to the nature of dispatching live plants any delay in informing us could lead to the plants perishing and we are unable to accept liability if we aren’t informed at the earliest opportunity.

 

Our Quality Guarantee
All of our plants are dispatched as healthy, top-quality produce. Any plants that fail in a short period of time following receipt of order may be due to improper care or substandard environment.

If you think a plant you’ve bought from us has failed, please perform a ‘Scratch Test’ by carefully scratching off some bark from a branch and the main stem. If the plant is still green under the bark the likelihood of survival is good if it is brown in both locations then it will probably not survive.

 

Liability
We are not liable for any damages or losses resulting from your use of or inability to use this site and do not guarantee that this site will operate free of error or that it is free from computer viruses or any other contaminating computer program.

We will always endeavour to describe our goods accurately but as explained above, there can be variations in the appearance of our products dependent on season, location and use that may not be shown in the description or photographs on our website. We will always try to keep our website up to date but cannot be liable for any loss you may incur by any of its contents being changed without notice. Our liability does not extend to any delays in the delivery of any aspect of the contract between us that is outside our control.

 

Warranty
All products are covered by the manufacturers guarantee. All plants are warranted to be in good condition when you receive them but you must take account of the above section entitled Appearance & Description because we cannot replace plants that are in good condition despite perhaps not looking their best due to seasonal variation in their appearance.

 

Use & Ownership of this Website
If you do not agree to be bound by the Terms and Conditions of this website, please do not use it to order directly. These Terms & Conditions do not affect your statutory rights.

 

Law and Jurisdiction
These Terms and Conditions are to be interpreted and governed by English Law only. If we have made a genuine mistake in law in that any specific Terms or Conditions may be unenforceable, English Law governing the interpretation of these Terms and Conditions will apply and all other Terms and Conditions as outlined above will be deemed enforceable as appropriate.