Customer Service

Returns & Replacements
Under the Distance Selling Regulations 2000 you have the right to return goods. As plants are perishable in transit we do not consider that this right applies in full to orders placed with us.
Plant Guarantee:
Whilst every care is taken on the nursery to produce strong healthy plants, we cannot accept liability for plants which fail after 28 days from the date of purchase.  This is because plants can fail due to poor weather conditions, damage by animals and pests, not being planted and watered carefully, or neglect - in fact, reasons beyond our control!  Upon purchase, or receipt, the responsibility for the welfare of the plants passes from us to the customer. Please follow carefully our Clematis Care Guide, supplied with each order.  If a plant does fail before 28 days we will replace it free of charge, or issue a credit note, providing the plant is returned to us with the name label and receipt.  Replacement or a credit note will be issued at the discretion of the nursery. Claims for damage, or delay, must be notified within 28 days from the date of dispatch. Parcels delivered badly damaged should be reported to the nursery immediately and all packaging must be retained.  We cannot accept liability for plants held up in transit due to delays beyond the carrier's control.  
The purchase of a plant, or placement of an order, implies acceptance of these terms.  Under the Distance Selling Regulations 2000 you have the right to return goods. As plants are perishable in transit we do not consider that this right applies in full to orders placed with us.  See The Consumer Protection (Distance Selling) Regulations 2000 for full details. Plants supplied as 'Special Orders' are bought in specifically and are non-returnable and cannot be guaranteed.
Ordering
Our online ordering payment system is hosted on a secure site.  PAYMENT - We accept MasterCard, Visa, and Visa Debit. Payment will be collected when you place your order.
If we are out of stock there will be a 'Notify Me' option. The website will ask you to enter your e-mail address. Once the plant becomes available again you will automatically be sent an e-mail by the website.
SUBSTITUTES - In the unlikely event that you have ordered and paid for a product that is out of stock, we reserve the right to offer a close substitute or a refund. 
Our payment gateway provider Worldpay UK Limited and Affiliates 2000-2013 are PCI DSS compliant. For more information on card data security please follow this link. www.pcisecuritystandards.org
Viewing Orders
To view your past orders you will need to create an account when ordering from us for the first time. If you have not created an account you will not be able to come back to our site and see those orders although we may be able to locate them and provide order history for you. We do not pass on your data to other companies other than for the processing of your order e.g card processing which is done by our secure payment provider. Please feel that you can trust us to use your data responsibly and create an account with our site which will provide a smoother more enjoyable experience when you visit again.
Updating Account Information
To update your account information you should login to the account you have created and do so from the user panel there. If you do not have access for some other reason please call the nursery on 01953 850407 or use the contact form.