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Terms & Conditions
Refunds:
At GreatGardensOnline.com we endeavour to only dispatch top quality plants and goods. Everything is inspected to ensure it leaves us in tip top condition. However, if there is a problem here is what to do: contact us by email, or:
Phone 01332 694569 between the hours of 10am and 3pm Monday to Friday (excluding Bank Holidays). Our orders hotline may be manned outside of these hours (as the boss doesn’t allow us too much time off!) but we cannot guarantee it, or:
Write to us at GreatGardensOnline.com, The Stables, Cockshut Lane, Melbourne, Derby, Derbyshire, DE73 8DG.
Please quote your order reference number in all correspondence.
Damaged in transit:
Please ensure you check your package for any visible damage BEFORE signing for your delivery, and note any damage on the delivery driver's paperwork. If your order looks like it has been damaged in transit, i.e. the packaging is damaged or squashed, please check to see if the actual goods inside are damaged or not. If they are damaged please inform us within 24 hours of receipt of the goods. Then return the goods within 14 days and you will be sent a replacement or full refund.
Incorrect goods:
If we sent you something you didn’t order, please inform us within 5 days. As long as it is returned unused and in it’s original packing within 14 days, you will not be charged.
Damaged or Defective Goods:
- Plants:
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If you receive plants that are not in good condition please contact us immediately, and within 24 hours at the very latest, with your order number to hand.
Be aware that many herbaceous plants die back in the autumn, leaving you with what looks like a pot of soil, and many trees and shrubs are deciduous, so loose all their leaves in the autumn/winter. These may arrive looking nothing like the picture on the website at that time of year, but plant these out correctly and they will grow and green up as soon as the weather perks up in the spring.
Obviously with plants it is imperative we sort any problem out quickly. We may ask you to take a picture of the plant and email it to us so we can see the condition of the plant when it is with you, rather than when it arrives back with us. We can then determine the problem and decide on the best course of action. We will happily replace any damaged plants or give you a full refund. All plants are despatched with moist compost; we will not replace any plants that have died from dehydration after delivery.
We hope your order arrives in good condition, but please check your packages before signing for the delivery and if there is any visible damage, please write that on the delivery driver's paperwork.
IMPORTANT: All goods must be checked for damage within 24 hours of delivery and ourselves notified either by email to contact@GreatGardensOnline.com or to 01332 694569. Unfortunately, the courier company will not honour any damage claims outside that time so we have to ensure damages are reported swiftly, in order to keep our prices as low as possible.
- Goods:
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If you receive goods that are damaged or defective please contact us within 24 hours of receiving the item. Return it to us within 14 days for a replacement or full refund. However, please note the goods must be returned without any pieces missing and packed in the original packaging in order to receive a refund. For goods covered by a manufacturer’s warranty please contact the manufacturer directly.
With regard to faulty goods. The total liability of the contract of sale is limited to the amount paid by the buyer; we cannot be responsible for indirect, inconsequential or special loss.
Please note we will pay for the carriage costs involved in returning damaged or defective plants or goods. We do recommend you use an insured registered carrier as the goods are your responsibility until we receive them back at our Nursery.
We will not pay for refunds or the cost of returning the goods to us if it is found that the plants or goods have been damaged or mistreated by the consumer.
- UK delivery:
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Delivery is free on all orders over the value of £30. Orders under this value cost just £5.99 for postage, packaging and administration. Unfortunately, there is an extra £20 charge for just a few very large or heavy goods, mainly larger items of garden furniture, as these often need a specialist courier and 2 people to deliver. However, we think you will find our garden furniture prices are still very competitive even with the delivery charge. All items that carry this charge are clearly marked as such.
The above delivery applies to mainland England, Wales and southern Scotland only. For customers in Scotland, The Highlands, Northern Ireland, The Channel Islands, Isle of Wight, other offshore islands, or Europe, please contact us by email or phone 01332 694569 for a quote. It may not be possible to deliver some heavy items over 30KG to some destinations due to carrier restrictions.
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Our couriers will only attempt delivery a maximum of 3 times within a 5 day period. After that the goods will be returned to us, at a cost of £20. Please note this cost would be deducted from your refund in this scenario and if you wished to have the goods redelivered, there would be a second delivery charge.
We aim to despatch all plants and goods within 72 hours of the receipt of order. Delivery with our specialist couriers is usually 2-3 days so you should receive your order within 6 working days. We do aim to deliver the vast majority of our goods on a next working day service. Our courier service do require a signature on delivery so if you will not be at home during Monday to Friday 8am-6pm, we can arrange delivery to a work address for you (but you would need to check and sign for the delivery or give instruction to someone else to do so), or delivery to a neighbour, who should also check the package for any damage before signing for delivery.
Very occasionally due to circumstances out of our control, such as late deliveries from our suppliers or adverse weather effecting work on the Nursery, it may take longer to deliver some plants or goods. I n this case we will contact you within 72 hours of order to inform you of the expected delivery date. If this is not acceptable you will have the option of cancelling the order for a full refund.
- Collection from stores:
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Goods may be collected from our garden centres or GreatGardensOnline.com to avoid delivery charges. This includes the extra £20 charge for heavy items, provided you have the manpower to lift the boxes (ie 2 able bodied people will be required). However, please allow up to 7 working days from order to collection, as some plants and goods will have to be transported from our warehouse or nursery to the Garden Centres. Our Stores are open Monday to Saturday 9am-5pm and Sunday 10.30am-4.30pm and GreatGardensOnline.com is open from 10am-3pm Monday to Friday (excluding Bank Holidays). We will email you as soon as your goods are ready for collection from the store you have indicated during checkout.
Cancellations:
If you wish to cancel an order please email us using the contact us form or telephone 01332 694569. There will be no charge and you will receive a full refund as long as the plants or goods have not been packaged or despatched. If they have been, the cost of the packaging or carriers will be deducted from your refund.
Returns:
You may return anything to us you if are not happy with it for any reason within 14 days of receipt of goods for a full refund. But all plants or goods returned must be in perfect condition and in their un-marked original packaging. If goods are returned in less than perfect condition we will refund an amount we think fair for the condition of the goods and packaging returned.
We will not pay for the cost of returning the plants or goods to us. We would advise using a registered and insured carrier, as the goods are your responsibility until we receive them at the Nursery.
Goods cannot be returned to our Garden Centres, but may be returned to our GreatGardensOnline.com Derby address shown below, Monday to Friday between 10am-3pm (excluding Bank Holidays).
Please contact us in the first instance, to let us know why you are returning your item/s, by completing the contact us form or ringing 01332 694569. Our office line is manned 10am-3pm Monday to Friday, excluding Bank Holidays. You may still find one of us slaving away outside of those hours, but we cannot guarantee it. If we cannot resolve your issue and you still wish to return your goods, please complete the Returns Form, writing on it the Returns Number that we will issue you and enclose it in your goods package.
These terms and conditions do not affect your statutory rights as a consumer.
Descriptions and images of plants and goods:
At GreatGardensOnline.com we always give the best description of the plants or goods we can, and usually at least one image. However, the product may very occasionally vary from the image displayed, for example where the manufacturer has changed the packaging, look or colour of the product without informing us. Please note colours can also vary slightly on different types of PC monitors.
We will be adding new products to the website and continually improving it, so changes to goods may be made at any time. We will do our best to keep all the information on GreatGardensOnline.com up to date.
Also, as mentioned above, plants may vary greatly from the image shown according to the time of year. Many herbaceous plants loose all their growth in the autumn and then start to sprout again as soon as the sun pops its head up in the spring. Deciduous trees and shrubs loose all their leaves in winter and then put out fresh shoots as soon as it warms up in the spring. The size of the plants sent will also vary slightly according to the season, although we will endeavour to keep descriptions as accurate as possible at all times. Your use of the information on this site is at your own risk and Bradgate Nurseries Limited or GreatGardensOnline.com is not liable for any damages or loss whatsoever from your use of this site.
Any claim made regarding our 12 month Hardy Plant Guarantee will need to be accompanied by proof of purchase and original label still on the plant. Please bare in mind, that these are live plants and require water to be kept moist at all times. We will not replace any plants that have died from dehydration. Please contact us by email or telephone 01332 694569 if you have a claim.
Promotions:
Please be aware that any discounts or promotions do not apply to postage costs.
Payment methods:
We accept Visa credit and debit cards, Mastercard, Solo, Maestro and Visa Electron. When you buy anything from us using your card, be assured that we secure encryption for your card details so that all your personal information cannot be hacked into. The padlock symbol on the web address bar (and https at the beginning of the web page address) is your reassurance that our site is secure for your payment.
Delivery:
Privacy policy:
Any information we have about you will only be used by GreatGardensOnline in order to process your order. We may forward some information about GreatGardensOnline that we think you might be interested in, but if you do not wish to receive this information, email ‘unsubscribe’ to contact@GreatGardensOnline.com. We will not forward your information to any third party and will always comply with the Data Protection act 1998. Credit card information is never kept by us once an order has been processed.
Company details:
GreatGardensOnline.com is a division of Bradgate Nurseries Limited, company registration number 3295004, registered in England. The registered office is The Stables, Cockshut Lane, Melbourne, Derby, Derbyshire DE73 8DG. Our VAT registration number is GB 684 1556 14.
Copyright:
All material within this web site is either our copyrighted property, which includes text, photographs, design, software, or that of other parties that have allowed us to use it and is protected as so. All rights reserved. Please be aware that all logos, names, phrases may be a trade mark of ours or another party and any unauthorised use of trade marks is unlawful. No material from this site may be used without our written permission, and all information on this site is for your personal use only.