TERMS & CONDITIONS

The Glasshouse project is all about making life better for people through plants.   Our plants are good for everyone, from the ex-offenders who care for them to our customers and the recipients of our living greenery.   We want people to love our products and our project - to ensure this, we will always endeavour to provide personal and considerate customer service.  Do drop us an email if you have any questions or concerns.

Terms & Conditions

Please read these Terms and Conditions carefully, they explain the basis on which you agree to use this website and make purchases of goods described on it.

No part of this website is intended to constitute a contractual offer capable of acceptance. Your order constitutes an offer, and our contractual acceptance of that offer is deemed to occur when we email you an order confirmation.

Definitions and Interpretation

In this Agreement the following terms shall have the following meanings:

Contract - the contract for the sale and purchase of the goods;

Delivery Area - the United Kingdom of Great Britain and Northern Ireland (excluding BFPO postcodes); the Isle of Man; the Channel Islands and the Republic of Ireland;

Goods - means any products that The Glasshouse advertises and/or makes available for sale through this website;

Service - means collectively any online facilities, tools, services or information that The Glasshouse makes available through the website either now or in the future;

Carrier - means any third party responsible for transporting purchased goods from our premises to customers;

Content - means any text, graphics, images, audio, video, software, data compilations and any other form of information capable of being stored in a computer that appears on or forms part of this website;

Website - means the website that you are currently using (theglasshouse.co.uk) and any sub-domains of this site unless expressly excluded by their own terms and conditions;

We/Us/Our/The Seller - means The Glasshouse, which is a trading name of Growing for Good CIC, a company registered in England under Company Number 12411648 and registered at Hope Mill Oast, Station Road, Goudhurst, Kent, TN17 1HA, UK.

Orders

Your order is an offer to purchase goods from us. When you place an order with us (being your offer to purchase goods), we ask that you do so in accordance with these terms and conditions, and understand that our contract is subject to our acceptance of your order. We retain the right to refuse or to accept any orders placed.

If we, for any reason, do not accept your order, we will provide an explanation and any sums paid by you in relation to that order will be refunded within 14 calendar days.

You are responsible for the accuracy of an order and for giving us any information necessary for us to perform the contract.

Goods, Pricing and Availability

We try to give the best representation of the goods we sell, however please note that all photographic representations and descriptions of goods available from us are intended as a guide only.

Pictures of plants may be provided to give an appreciation of characteristics at a certain level of maturity or in a given setting. Depending on the sizes you select (plant maturity) the goods you receive may look significantly different.

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 at the size range indicated, occasionally plants may be under or over the size selected.

If a plant size is unavailable we may, at our discretion, replace it with the next size up (when available) without an increase in price.

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.

Our 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 note that generally plant pots are not 100% waterproof and we recommend the use of trays (normally provided) or protection to prevent damage to floors, furniture and furnishings.

All pricing information on the website is correct at the time of going online. We reserve the right to change prices and alter or remove special offers as necessary.

If prices increase between the date of your order and the date of dispatch, we will honour the price you originally paid unless the price increase can reasonably be considered to be significant, in which case we reserve the right to inform you of the price rise and either party is entitled to cancel the contract, and you will receive a full refund.

The Glasshouse is not currently registered for VAT and therefore it is not included in our prices.

We neither represent nor warrant that goods will be available. Given the nature of our business, availability of plants may vary according to seasonal and market factors. If you have ordered some items that are not in stock then we normally dispatch your order when all items are available.

Payment

We will take payment upon receipt of your order. We accept no liability if delivery of the goods is delayed by the supply of incorrect payment details. If we cannot gain full payment for the goods when the order is confirmed, we reserve the right to cancel the contract and delivery.

Where payment remains outstanding, for whatever reason, title remains with The Glasshouse until it has been received.

Payment card information is always encrypted during transfer over networks. By ordering goods from our website you are giving us your consent to pass details essential for purchasing goods to our payment service provider.

We will not store these payment details, however our payment service provider may store them. We will take all reasonable care to keep all information connected with your order secure, but we cannot be held liable for any loss that you may suffer if a third party obtains unauthorised access to any data, including payment and account details you provide when accessing or ordering from this website, unless this is solely due to our negligence.

Delivery

The goods which can be ordered via our website are only available for delivery to you if you are based in our Delivery Area. We aim to dispatch all goods purchased by you within a week, and no later than within two weeks of our order confirmation, unless stated otherwise by us at or after the time of ordering due to extenuating circumstances.

We do ask for your understanding and patience when it comes to delivery timescales. Plants are living organisms that perish unless treated appropriately. If conditions are not suitable for transport we reserve the right to delay delivery until conditions are appropriate.

We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate and that there is a suitable place for the plant to be left if no-one is there. We cannot accept any liability for incorrect delivery addresses or damage to the goods as a result. Delivery costs will not be refunded where an order is returned to us as undeliverable due to an incomplete, unsuitable or inaccurate address.

We will not be liable for delays in delivery but if there is a risk of substantial delay, you may cancel your order and receive a refund for any goods you have paid for but not received.

Packaging and delivery charges are included in your final order total. However, there may be circumstances (based on quantity or destination) when a particular order requires a custom delivery/handling charge (regardless of free delivery promotions), in which case we will contact you to agree an appropriate charge.

For pallet deliveries of large or heavy goods our carriers will deliver to the nearest suitable access point to your delivery address. Pallet deliveries require a hard, level surface on which the driver’s pump truck can travel; if you have an uneven or gravel driveway, delivery will be to the nearest suitable access point.

Pallet deliveries cannot be left unattended. The first pallet delivery attempt is deemed delivered. In the event there is nobody present to receive the pallet delivery additional charges will apply for the cost of subsequent delivery attempts. If the pallet is recalled due to failed delivery attempts any refunds will be subject to deductions for delivery attempts and recall.

We shall not be required to fulfil orders for goods in the sequence in which they are placed. We reserve the right to only deliver orders if all of the goods in an order are available. 

Risk and Ownership

Delivery shall be deemed to occur at the time when the goods first arrive at the delivery address provided to us by you. The goods shall remain our property until you have paid for them in full or we have delivered the goods to you (whichever occurs later).

Risk of damage to or loss of the goods will be your responsibility from the time we deliver, or first attempt to deliver, the goods to the delivery address you provided whether or not a signature of receipt has been obtained.

Cancellations, Returns and Refunds

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.

Privacy

The Glasshouse is committed to protecting and respecting your privacy and security. Our Privacy Policy sets out the terms on which we process any information we collect from you or that you provide to us and provides information about the cookies on our website.

By using our website, you consent to such processing and you warrant that all information provided by you is accurate. Please read our Privacy Policy for more information.

Limitation Of Liability

While we will use reasonable endeavours to verify the accuracy of any information we place on the website, we make no warranties, whether express or implied in relation to its accuracy.

The website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the website, or any transaction that may be conducted on or through the website, including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the website.

We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website. We make no warranty that this website is intended to constitute advice and the content of this website should not be relied upon when making any decisions or taking any action of any kind.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the goods. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the terms and conditions for: any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or any loss of goodwill or reputation; or any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Terms and Conditions.

Nothing in the Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.

Matters Beyond Our Control

We will have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.

Intellectual Property

All content included on the website, including, but not limited to, text, graphics, logos, icons, images, sound clips, video clips, data compilations, page layout, underlying code and software is the property of The Glasshouse, our affiliates or other relevant third parties.

By continuing to use the website you acknowledge that such material is protected by applicable United Kingdom and international intellectual property and other laws. You may not reproduce, copy, distribute, store or in any other fashion re-use material from the website unless otherwise indicated on the website or unless given our express written permission to do so.

Changes to the Service and these Terms and Conditions

We reserve the right to change the website, its content or these Terms and Conditions at any time. You will be bound by any changes to the Terms and Conditions from the first time you use the website following the changes.

If we are required to make any changes to these Terms and Conditions pertaining to the sale of goods by law, these changes will apply automatically to any orders currently pending in addition to any orders placed by you in the future.

Links To Other Websites

This website may contain links to other sites. Unless expressly stated, these sites are not under the control of The Glasshouse or that of our affiliates.

We assume no responsibility for the content of such websites and disclaim liability for any and all forms of loss or damage arising out of the use of them. The inclusion of a link to another site on this website does not imply any endorsement of the sites themselves or of those in control of them.

No Waiver

In the event that any party to these Terms and Conditions fails to exercise any right or remedy contained herein, this shall not be construed as a waiver of that right or remedy.

Severability

In the event that any provision of these Terms and Conditions is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms and Conditions, such determination shall not affect the validity and enforceability of any other remaining provisions.

Previous Terms and Conditions

In the event of any conflict between these Terms and Conditions and any prior versions thereof, the provisions of these Terms and Conditions shall prevail unless it is expressly stated otherwise.

Third Party Rights

Nothing in these Terms and Conditions shall confer any rights upon any third party. The agreement created by these Terms and Conditions is between you and The Glasshouse.

Law and Jurisdiction

These Terms and Conditions and the relationship between you and The Glasshouse shall be governed by and construed in accordance with English law. The Glasshouse and you agree to submit to the exclusive jurisdiction of the English Courts.

Contact Us

To contact us, (including to discuss any complaint), please email kali@theglasshouse.co.uk or use the Contact Us page on the website. Any formal legal notices should be sent to us at the postal address specified in the Definitions section of these Terms and Conditions.