Shipping Policy

◆About this policy

This policy explains how we get live plants to you, what it costs, when it arrives and what to do if something is wrong on arrival. It forms part of our Terms of Service. Where you hold a trade account governed by a signed Universal Trade Account Agreement, that Agreement takes precedence if anything differs.

1Where we deliver

We deliver nationwide across mainland Great Britain.

We do not currently ship outside the United Kingdom.

2How we deliver

We deliver by pallet or by smaller parcel, depending on the size of your order. We do not deliver on trolleys.

Most orders travel on our own delivery fleet. Where our fleet does not serve a route, or where a smaller order is better sent as a parcel, we use a third-party carrier.

Pallets are delivered kerbside. The delivery point must be accessible to a vehicle of the type your order requires, and someone must be available to take the delivery and sign for it.

3Carriage charges

There is no minimum order. Carriage is based on the size of your order and is calculated and shown at checkout before you pay.

A full pallet gives the best value. Smaller box quantities carry a delivery charge.

Prices shown exclude VAT and carriage unless stated otherwise.

4When your order arrives

There is no weekly order cut-off. Orders are picked and despatched to a schedule that suits the route and the stock, and your account shows an indication of when your order will arrive.

We aim to deliver within 48 hours of despatch on mainland GB routes.

Delivery times are estimates and are not guaranteed. We are not liable for delays caused by carriers, traffic, customs processing, weather or other events outside our control.

5Weather and live plant holds

Our goods are living plants. In hard frost, prolonged freezing conditions or extreme heat we may hold or reschedule a delivery to protect the stock. Where we do this we will contact you, and the delay will not be treated as a failure to deliver on our part.

If you would prefer your order to travel regardless, tell us in writing before despatch. Orders despatched at your request in those conditions travel at your risk.

6Risk, title and Plant Passports

Risk in the goods passes to you on delivery.

Title to goods supplied on credit or normal invoiced terms remains with us until we have received payment in full. Stock supplied on Sale and Return remains our property until it is paid for.

All stock is Plant Passport compliant with full traceability. Plant Passport paperwork is included with every delivery and is available in your account.

7Checking your delivery

Please check your order on arrival, before the driver leaves where possible.

1. (a)
   Shortages, wrong items and visible damage to the load should be noted on the delivery paperwork at the point of delivery.
2. (b)
   Any claim concerning damaged or non-viable plants must be made in writing within 24 hours of delivery and supported by photographs. Claims made after this period may not be accepted.
3. (c)
   Live plants need attention immediately on arrival. Unpack, water and place them appropriately the same day. We are not responsible for loss or deterioration caused after delivery by storage, handling, water conditions, planting or other factors outside our control.

Send claims to sales@pondplantuk.co.uk with your order number and photographs.

8Failed or refused deliveries

If a delivery cannot be completed because nobody is available, the address is inaccessible to the vehicle, or the delivery is refused without cause, we may charge the carriage cost of the failed attempt and of any redelivery.

Live plants cannot be held indefinitely. Where a delivery fails and cannot be rearranged promptly, the stock may be unsaleable and may be charged to you.

9Collections

10Sale and Return collections

Where stock is supplied on a Sale and Return arrangement, we arrange and pay for the collection of unsold stock at the end of the agreed season.

Returned stock must be presented in a safe, tidy and orderly manner and grouped by type or variety wherever reasonably practicable. Crates remain our property and must be returned. Charges for unreturned crates and for stock that requires additional sorting are set out in the Universal Trade Account Agreement.

11Returns

This policy covers delivery. Returns and refunds are dealt with in our Refund Policy and, for Sale and Return accounts, in the Universal Trade Account Agreement.

12Contact

Questions about a delivery should be sent to sales@pondplantuk.co.uk or call 01472 869012, quoting your order number.

Pond Plants UK Ltd Unit 12c, Brookenby Business Park, Binbrook, Market Rasen, LN8 6HF Registered in England and Wales, company number 15172676 VAT registration number 452755185