Policies, Terms and Conditions

Policies, Terms and Conditions

On this page you’ll find information about all of our operation and trading policies, including growing, pricing, the handling of orders, dispatch and delivery, and cancellations and returns. Please read, and ensure that you have understood, everything on this page before ordering from us, as they set out the terms and conditions which form the basis upon which we offer items for sale through our website, and therefore affect your rights and liabilities. Also included, at the bottom of this page, is a statement of our rights of intellectual property.

If you have any queries, please direct these to info@esculents.co.uk.

How we grow our Plants
Most of the plants we currently sell are grown from seed by ourselves or propagated via cuttings and/or divisions of our established plants. These are always grown in peat-free compost. We also source a few plants from other suppliers, which we then grow on for sale.

We only use organic forms of pest and disease control – some of which we make ourselves from cinnamon, citrus peel, garlic, and chilli – but at the current time we have not sought certified organic status.

All plants are currently supplied in 9cm square plant pots made from rigid black plastic, unless otherwise stated. Over the long run, however, we will be looking to move away from plastic, and towards a more sustainable source.
Orders
All orders are accepted at our discretion. However, they will usually be accepted if (1) the items requested are available, (2) you have provided a delivery address within the UK for delivery of those items, and (3) your payment is authorised by your bank or building society.

Occasionally a plant (or plants) may become unavailable after an order has been placed or while still showing as ‘in stock’ on the website, meaning that the online ordering system will still allow customers to add these items to their basket and complete checkout. This is, unfortunately, unavoidable, as although we do our best to ensure that this does not happen, the plants we make available for sale through our website, like any others, can sometimes sustain damage and succumb to pests and/or diseases. We would rather withdraw such plants from sale than disappoint our customers with items that are unhealthy or of poor quality, and we therefore reserve the right to withdraw any items from sale at any time.

If for any reason we are not able to fulfil your order at the time it is made, we will contact you as soon as this becomes apparent to us. We will then work with you to find a solution with which you are happy.

As well as aiming to supply plants of the highest quality, we also take care to ensure that they are packed carefully so that they reach you in excellent condition. However, if upon receipt of your plants you are dissatisfied with their condition, please let us know as soon as possible, by contacting at the email address provided above. We will always do our best to resolve any issues, but it will help us to do this quickly if you quote your order number in full in any correspondence and supply a photograph of the items in question.

Prices
All prices listed on the website are in GBP (£) and include VAT where applicable. An additional charge will also be added to your order at the checkout stage (but before you confirm your order) for Postage and Packaging. We reserve the right to revise any prices, should we deem that a change in circumstances warrants this, or following a change in the VAT rate, etc.

Payment
At the current time payment for all orders is processed through Paypal. However, you do not require a Paypal account to order from us as there is an option to checkout ‘as a guest’. Payment will be taken in full at the time the order is placed.

Dispatch and Delivery
At the present time we are only able to accept orders for delivery to UK addresses. Postage and Packaging is currently charged at a flat rate of £6.95. This includes delivery to all UK postcodes. We use Royal Mail as our Primary Carrier, but may occasionally use other services

We aim to dispatch all orders within 5-7 working days. We will inform you when your order has been posted, and give you an estimated delivery date. However, please allow 5 working days from dispatch, for delivery, before contacting us to report an issue. If there is likely to be a delay dispatching your order we will inform you of this via e-mail as soon as we are able to do so. At this point, should you wish to do so, you may cancel your order – for information about cancellations, please see the relevant section below.

We will always dispatch orders to the address you specify for delivery when you place your order. It is, therefore, important that the information you give us is accurate. We are unable to accept any liability for any losses resulting from mistakes in the instructions you give us. If you believe you have made a mistake here, please contact us as soon as possible, and we will do our best to resolve the issue.

There is currently no provision in place for you to give us instructions for delivery of your order to a ‘safe place’. However, our primary carrier, Royal Mail, will leave packages with a neighbour if you cannot take delivery of the item yourself. It is not possible for us to opt out of ‘Delivery to Neighbour’ on your behalf, however, it is possible – at the time of writing this [26/04/2019] – for you to do so by displaying a sticker at your address, which you can request here.

Please be aware that due to the nature of the items we sell, the time they spend in transit needs to be kept to a minimum. For this reason, we do not post items within the 5 days leading up to any public or bank holiday or other ‘no service’ days – see here for more information). It is incumbent upon you to ensure that packages are not left with the carrier longer than is strictly necessary, and all orders that are taken back to a Royal Mail Customer Service Point (CSP) or Delivery Office or similar, after a first delivery is attempted, should always be collected no later than the next working day.

If an item is damaged in transit to you – and unfortunately this does sometimes happen – please get in touch with us as soon as possible, and we will work with you to find a solution. All such correspondence should be directed to Customer Services (info@esculents.co.uk). In most cases we will simply offer to replace the damaged item or items, or to issue a full or partial refund for these. In order for us to process this, however, you will need to send us a photograph of the packaging and any items which have sustained damage, as we are unable to recoup our losses from the carrier without this.

If you need to make a claim for goods lost or damaged in transit, or if you are unhappy with the quality of the items you have received, please quote your order number in full in any correspondence.

Orders should be considered Dispatched, from the moment they are passed to our Dispatch department. This takes place at 5pm on the day before they are passed to the Carrier. While this does not affect your right to amend your order, or to cancel it, either in part or in full, it does influence the way in which these matters are processed.

Cancellations and Returns
Should you wish to cancel your order, either in part or in full, you have the right to do so, up to 14 days from the day on which your goods are delivered, either to you yourself or, if you are unable to take delivery, to one of your neighbours (please read the ‘Dispatch and Delivery’ section above). However, please note that your right to return of perishable items, such as those we sell – i.e., living plants and bulbs – is subject to conditions additional to those which apply for non-perishable items – these are explained below.

If you wish to cancel any part of your order, please send your cancellation request to info@esculents.co.uk. Please quote your order number in full when doing so, as failure to provide this information could result in a delay, which may in turn influence the way in which this is processed.

If you choose to exercise your right to cancel before the items concerned have been dispatched, you will be entitled to a refund. If you cancel the order in full, this will include the amount paid for the items themselves and the fee charged, at the time of purchase, for Postage and Packaging. Once we have received your cancellation request, your refund will be processed without undue delay.

If you exercise your right to cancel any part of your order after those items have been dispatched, you are required to return them to us at your own expense. You should aim to do this within 14 day of our acknowledgement of your cancellation request, as any returns received by us after this period, are only accepted at our discretion. Once we receive the items, we will initiate a refund. However, this will only cover the cost of the items themselves and not the fee charged, at the time of purchase, for postage and packaging, as we will have fulfilled this part of our contract with you, and incurred the costs associated with doing so.

In order to qualify for a refund in these circumstances you must retain proof of postage. You must also take reasonable care to ensure that goods are not damaged, destroyed or subject to undue stress (such as dehydration) either while they are in your care or during return transit or both, as we cannot accept any liability for loss or damage that results from such things. An additional deduction may, therefore, also be made for any loss of value or damage to the goods resulting from your actions, or the actions of others once they have been delivered in accordance with the information in the ‘Dispatch and Delivery’ section (above).

Statement of Rights relating to Intellectual Property
This website and all of the materials contained within it are protected by intellectual property right laws. All images used on this website are our own unless otherwise stated. Should you wish to use any of these, or reproduce any of the material contained on this website, for your own purposes, you must gain permission from us to do so. Any Images taken from the public domain, open source material, or third parties will always be credited (usually at the bottom of the page upon which they appear).