CANCELLATIONS, RETURNS, REFUNDS AND EXCHANGES
The Glasshouse is committed to quality. We hand-pack and carefully inspect all items before dispatch and take every precaution to avoid damage in transit to you. You can be confident that your package will arrive safely, with plants and pots wrapped securely so that you can immediately introduce your goods to their new home.
If you for any reason there is a problem, we are here to help. Please contact us via email at kali@theglasshouse.co.uk or use the Contact Us form on our website.
Returns Address
If you need to return an item to us, please use the following returns address:
The Glasshouse
Hope Mill Oast
Station Road
Goudhurst
TN171HA
Kent
United Kingdom
Plants
We ask for your understanding that plant sizes are approximate and are provided for indicative purposes only. It is inevitable that variations in size, shape and colour will occur between different specimens and whilst we make every effort to ensure that all plants supplied are within the size range indicated, occasionally plants may be under or over the size selected.
Please note: plant heights quoted include the plant stem and length of the foliage, plus the depth of the grow pot, i.e. including the root system, not just the plant above soil level.
On a similar note, pots and baskets are handmade or have individual manufacturing processes, so variations occur in colour, shape and size due to the nature of the production process. This gives each piece it’s individual charm and uniqueness. Images are provided to give the best indication of the character of the piece. Some slight imperfections may also occur and are not considered a fault. Please also note that generally pots and baskets are not 100% watertight and we recommend the use of a tray (usually provided) or liner to prevent damage to floors and furnishings.
Whilst we have developed processes to carefully pack our plants to avoid damage, the loss of the odd leaf in transit on a healthy plant should not generally be a cause for concern.
To cancel or change your order you can email us at kali@theglasshouse.co.uk with your instructions, entering the words ‘Cancel Order’ or use the Contact Us page on the website. Once we have agreed and received your return we will aim to process your refund payment within 5 working days.
Your rights if you decide to cancel your order after it has been confirmed by us will depend on the type of goods purchased, whether there is anything wrong with them (and how the defect has arisen), the reason for cancellation and when you decide to end the contract.
All of our goods are checked for quality before dispatch and we are confident that they will reach you in the best possible order. In recognition of this we will accept cancellations and offer full refunds or replacements up to 14 days after an order has been delivered to you (even when the order contains perishable goods such as plants).
We reserve the right to charge a cancellation fee of up to 50% of the value for large specimen plants (categorised as Green Vista) or for custom special orders. These plants are specifically sourced on your behalf and the cancellation fee applied will depend on the costs incurred and future maintenance costs.
We aim to be fair and reasonable in our approach to supplying goods to you. If you have any concerns about your goods upon receipt, please notify us as soon as possible so that we can attempt to resolve the problem for you.
We can assist you with return and instructions for care and repacking. We do require you to contact us beforehand to agree to the terms of the return and we reserve the right to ask you to send digital photographs to understand any issues.
Where goods have become irrecoverably damaged in transit to you or you have received incorrect goods, returns are free of charge.
If you have changed your mind you can return your goods to us within 14 days at your own cost. Your legal right to cancel orders because you have changed your mind does not apply to items known as ‘made to order.’
We will refund the cost of the goods in full, provided that they are in no worse condition on return to us than at the time of delivery. Dried out or damaged (where damage has not been sustained in transit to you) plants will not be accepted. We reserve the right to refuse a refund for returned items if they are not received in good order.
Returned plants must not have been repotted from their original grow pots and we are unable to accept returns or refund the cost of plants that have been repotted.
After 14 days from the day of delivery (or first attempted delivery) your satisfaction with the plants is assumed. At this time, you recognise they are perishable and that we have no control over the conditions in which you plant or maintain them and we will have no further liability in respect of the plants for any failure to establish and thrive.
The service we will use for returns paid for by us, and will expect you to use if you are covering the cost of the return, is the 48 hour tracked service provided by Royal Mail. We are unable to refund return costs for faulty items should you use an alternative, unauthorised delivery service.
Please notify us as soon as possible when you discover a mistake and you have been sent incorrect goods. We will arrange for return postage of the goods.
As you choose, we will either: (a) send you the correct items as soon as possible after receipt of the returned goods; or (b) refund the price of the goods and delivery.
Please return the goods to us in their original packaging or as recommended below, quoting the order reference number.
Planters and pots should be packaged to protect against breakage as we cannot refund items that arrive damaged. Please note, for larger pots that also have individual, lightweight product packaging, these boxes are not suitable for protection during shipping. Please use a double wall outer box and wrap the pots in heavy duty bubble wrap or stiff cushioning paper to cushion and brace the pots against any movement in the box during transit.
Business Orders
Where orders have been placed on behalf of a business (incorporated or non-incorporated), charity or government organisation, the business is not subject to the Consumer Contracts Regulations 2013. The ordering party warrants that they are authorised to transact on behalf of the organisation. Damages in transit, discrepancies or quality issues must be reported within 24 hours of receipt of the goods and all returns require pre-authorisation. For goods that are damaged, faulty or incorrect we will look to provide replacements in the first instance and a full refund if satisfactory replacements are not available.
Cancellation by Us
We reserve the right to cancel the contract between us if:
We have insufficient stock to deliver the goods you have ordered and we cannot source the goods due to reasons outside of our control; we do not deliver to your delivery area; payment is not received in full; goods you ordered were listed at a significantly incorrect price in error; or defamatory or abusive communications are made directly to our customer support team or on public forums.
If we do cancel your contract we will notify you by e-mail and will re-credit your account any sum deducted as soon as possible, but in any event within 30 days of your order.
We will not be obliged to offer any additional compensation for disappointment suffered.
Exchanges
To exchange a product you’ve bought from us, simply return it for a refund and place a new online order for the item you want.
Nothing in this policy affects your statutory rights. You can read more about our relationship with you as a customer on our Terms & Conditions page and always feel free to drop us an email if you have any questions or concerns.
