Unfortunately these have to be quite long and detailed, but we hope they explain everything nice and clearly . . . if they do not, or if you have any comments or further queries, do let us know!
All products are supplied with a complete and unconditional guarantee for the first 30 days after you receive them, which is in addition to you statutory rights. But, to give you even more assurance, thereafter we are delighted to provide you with the 'Our Lifetime Guarantee' on all hardy plants which means just that!
"If at any time any hardy tree, shrub, plant or bulb you buy from YouGarden does not thrive, let us know and we will send you a direct replacement product FREE OF CHARGE, without question - all we ask is that you pay for the Postage, Packing and Insurance for the item."*
*If the product you ordered is no longer available, we will happily replace it with an item of equivalent value.
Here at YouGarden we want our PP&I charges to be fair. Therefore, you will normally only ever pay one P&P charge however large you order.
We carefully calculate PP&I charges for every item based on our actual costs, so if you order 2 or more different items, you will pay just the one PP&I charge which relates to the largest item in your basket. (The smaller ones will therefore typically travel for free!) Also, if you order 2 or more of the same item, you will also only pay one P&P charge!
There are a very small number of unavoidable exceptions to this:
Where orders of greater than 5 units of any product are ordered, You Garden Limited reserves the right to apply appropriate delivery charges, which will be passed on at cost.
Compost is heavy and bulky and therefore has to be sent as a separate consignment - so the charge for delivery on this item is per bag.
If you live in the Highlands or Islands of Scotland, Northern Ireland, on the Isle Of Man, Isle Of Wight or in the Channel Islands, there will usually be surcharges applied, which are charged by our courier. We merely pass these costs on to you for any items to which they apply. Surcharged postcodes include - but are not limited to - the following:
AB, BT, DD8-11, GY, HS, IM, IV, JE, KA27-28, KW, PA20-80, PH19-50, TR21-25, ZE
Where such surcharges do apply, the additional cost will be £6.00 per order.
If you are unsure of your delivery charges, or need confirmation because you live in one of the areas mentioned above, it will always be confirmed in your basket at checkout on our website, or alternatively, please feel free to call us on 0800 9 558 558.
For certain items that are delivered by third parties (e.g. Machinery items), separate out-of-area surcharges of variable cost may be charged to us by our supplier. In such cases, we regrettably have to pass these on to the customer and will get in touch prior to dispatch of your items.
We will always endeavour to send your goods to you promptly and we will usually dispatch in-stock items within 3-5 working days. This will be detailed on the product page where applicable. Otherwise, we commit to sending your order within 7 working days, unless a pre-order item is included.
In instances where we take orders for delivery within a pre-published delivery window, we will publish the expected delivery time in our printed catalogues and advertising - and repeat this in the product listing on our website. We try our best to be on time, however please allow seven days either side of the pre-order date for dispatch, as in most cases this is weather-dependent!
If anything changes due to unexpected seasonal factors we will of course try to let you know. The quickest and easiest way to keep you informed of any changes to your order is by email - so make sure that we have the correct one for you when you place your order.
If part of your order is available for immediate dispatch and part is for pre-ordered items, we will occasionally hold on to your order to deliver in just one parcel. If you have ordered a pre-order item, yet you require part of your order immediately, we are sometimes able to split an order on request - in such cases we reserve the right to charge an additional delivery charge to accommodate this.
Our secure and legally compliant payment system will allow you to pay for your goods in a number of ways - we accept payment for online orders by most major credit and debit cards such as Visa (including Visa Electron), MasterCard, Maestro and Delta. Cards are pre-authorised but not debited when your order is first processed - this is standard practice and is done merely to check that we have the correct details. We then only charge your debit or credit card at the time your goods are actually despatched. If you wish, you may also pay by PayPal, which is charged at the time you place your order, or using the details saved in your Amazon account. Amazon Payments are charged the full amount at the point of the first dispatch.
Prices always include VAT where appropriate. If the VAT rate changes or there are any unforeseen circumstances affecting the price of goods, we reserve the right to increase or decrease prices accordingly.
Any information we publish electronically or via printed materials is always intended to be as accurate as possible. However, in some cases approximate dimensions or capacities may have to be given. In many cases we are selling natural, living items and therefore the exact size will understandably vary a little. On rare occasions we may have to substitute a very similar item for something you have ordered. We will always do this with care and ensure the replacement is appropriate. If you find a substitute we send you unacceptable, please let us know and we refund the value of the item in question.
Whilst we are more than happy to take orders from everyone, we cannot guarantee to make any special arrangements for orders made on behalf of any commercial enterprise in order to meet certain deadlines, or deviate from our standard delivery procedures. Whilst we will obviously make every reasonable effort to accommodate customer requests, and we always endeavour to ensure deliveries are delivered promptly, our couriers cannot provide a specifically timed delivery or guarantee delivery for a specific day.
Any orders placed by or on behalf of a commercial enterprise will always be treated in the same way as any other order and subject to our standard prices and delivery promise. All orders are subject to our standard Terms & Conditions and we will always abide by the Consumer Rights Act 2015. YouGarden cannot accept any liability in addition to that which customers are entitled to under the terms of these. In such cases where a refund is provided, our liability is strictly limited to the value of the order including the cost of the product and the associated delivery charge.
A detailed confirmation of the specification of the product will be provided to customers prior to confirmation of their order, in addition to full details regarding charging and shipping of the order.
Such orders will only be taken on a sold as seen basis and full payment must be received prior to shipment.
All rights, including copyright, in the content of the web site are owned or controlled by You Garden Limited. In accessing any of this web site, you agree that you may only download any content for your own individual and non-commercial use. You are not permitted to copy, broadcast, download, store (in any medium) transmit, show or play in public, adapt or change in any way the content of the web pages for any other purpose without the prior written permission of You Garden Limited.
There are three main ways to contact us and we will always deal with your question or query as quickly as possible - normally always within 24 hours of receipt.
Email us at firstname.lastname@example.org
Telephone us on 0844 6 569 569
Write to us YouGarden, PO Box 637, York, YO26 0DQ.
Whenever you contact us about your order, please confirm your name, address, email and order number as this will allow us to deal with your query most quickly.
If you need to cancel an order please contact us as soon as you can. If your order is for non-perishable goods, you have the right to cancel your order up to 14 calendar days after receipt of it. It is your responsibility to take reasonable care of the goods whilst in your possession and they must be returned to us in saleable condition, promptly, at your costs. Your statutory rights are unaffected by any of these business terms.
Our main phone number is charged at 5p/min plus your network provider's access charge. If you would prefer to contact us on a Freephone number, please call us on 0800 9 558 558.
Your Privacy and Data - please follow this link to the section covering this topic.
www.yougarden.com is the trading brand of You Garden Limited, a company based in England and Wales, Company Number 7864712. Vat No. 126 5550 21.
Postal address - YouGarden, PO Box 637, York, YO26 0DQ.
You Garden Limited is a subsidiary of Shopping @ Home Ltd.
We often run special promotions through a variety of media. In such cases, the prices quoted are only available with the application of an offer code, which is quoted in the promotional material. Some of these are applied automatically, such as when you click through from one of our email newsletters, or go to a direct link quoted in a newspaper advert. Others should be applied by entering the code you have into the "Do you have an offer code?" box as you checkout, or by quoting it as you order by phone.
Strictly, only one offer code can be applied to your order, otherwise it would be possible to "stack" discount codes up together and we'd often end up losing money! Club members can benefit from 10% off plants and accessories in addition to any advertised codes.
Please ensure that you have the correct offer code applied when you checkout as, once your order has been dispatched, we may not be able to honour some offers should you use the wrong code. Should you wish to purchase various discounted items from different promotions together, please Contact Us and we'd be happy to arrange our best possible price for you.
Club Members' money-off Vouchers can be used in addition to any advertised offer codes. Note - only one voucher may be used per order. To find out more about how to join our Club, please click here.
Main Season 2019 Catalogue Prize Draw: Purchase is necessary to enter the draw. The code quoted on your letter must be used. Entrants must be 18 years of age or over. The prize is 1 x £500. The closing date is 31/05/19. The lucky recipient will be randomly selected by an independent observer. If the prize is not claimed it will be redrawn.