Terms & Conditions

When you’re purchasing online from us, you have to make sure you understand the fine print. Instead of a boring long list of do’s and don’ts, we’ve translated it into plain English and highlighted the essential bits.

Product descriptions and photos

In a nutshell: We take all the necessary care to ensure that all the descriptions, measurements, colours and prices are correct, but…

… due to technical limitations, colours may vary. Also, because nature does not wait on us, some plants might have variations in shape or size.

As far as possible, we try to take pictures of the actual specimens in our nursery, but where these are not available due to technical difficulties in taking a picture, we can send on request a picture of the actual specimen.

Whenever we discover a product page that contains inaccurate information, we’ll do our best to correct this in a timely manner. If you find a product that has errors, don’t hesitate to send us an email.

Prices

In a nutshell: The prices displayed on the website are the final prices and include all taxes, but exclude the delivery fee.

We reserve the right to change them if the situation requires, but we will not change the prices on an already placed (and paid for) order.

We might however, at our discretion, choose not to fulfil an order that contains major pricing errors.

Orders

In a nutshell: Once you have placed an order via the web, it means that you have read the description of the product, understood the condition of the plants, and that you agree with the prices listed and delivery charges.

Once your payment is confirmed, you’ll receive an automated email (from a tiny robot inside our website, so don’t reply to it!). The notification does not mean that the order was acknowledged by a human, though. If, for any reason, there are problems that prevent us from fulfilling your order, we’ll give you a call as soon as possible to find a way to fix all issues.

Please note that fulfilling your order is subject to availability. This means that even though the chosen plant appears as being “in stock”, and you ordered it, for some mysterious reasons, in the time it takes for the order to pass from the website to our internal systems, the chosen plant might get sold at the nursery till, or one of our colleagues decides that the plants are not yet ready to go out.

We will offer you substitution suggestions if your chosen plant is not available. Our colleagues will try to offer you the most appropriate substitute. The choice is yours in the end: you can accept the alternative (and settle any differences in price) or you can cancel the order or just part of it.

Cancelling an order

In a nutshell: It’s alright to change your mind! If for any reason you want to cancel your order, you can do this at any point before the products leave our nursery.

Once you’ve received the notification that your order was despatched, there it goes! We cannot stop it anymore.

If you cancel your order we’ll give you your money back! If you cancel your order before it gets despatched, the money will be refunded to you within 10 business days. There is a special section below regarding Refunds.

If your order was despatched already, or you have received it and decide to return it, it might be best to read the Returns section of this T&C.

Non-acceptance of an order

There are times, when we can’t take your order. This can happen for various reasons:

- The product is not available for sale (though it may be in stock!) and you couldn’t agree with our colleague on alternatives

- Your payment is not cleared by the payment processor (SagePay or PayPal)

- Restrictions of delivery for certain plants (i.e. due to their fragility), unless you assume responsibility for any damage incurred during transport

- Restrictions of size, unless you accept to pay for a special delivery arranged

- Geographical restrictions for delivery, unless you accept and pay the surcharge (however, this does not apply to export from UK, which is completely restricted)

If your order is rejected automatically by our system (maybe a system error or one of the restrictions in place), please call us and we’ll try to find a way to sort it out.

Payments

Usually, the payment is taken before an order is saved in our system. However, if for any technical reason you cannot complete your payment, your order is saved as “pre-order”. Just give us a call and we’ll sort it out for you.

The total payment includes VAT and delivery charge. At the time of checkout, your basket will show all the costs associated with your order, but if you see in the product name a note “Additional shipping may apply” we might call you to arrange the payment for a delivery surcharge.

Payment is fast and secure. Either you choose to pay via PayPal or credit card (our payments are processed by SagePay), your payment is instant, and none of your details are stored on our website. We accept payments using MasterCard, Maestro, Visa, and Visa Electron. Our payment processor does not currently accept American Express or Diners cards.

The processor will check and validate the payment, and where required authorise the payment with your bank. Since we’re not in control of these procedures, we’re not able to accept an order unless it has been cleared by your bank.

Payments taken over the telephone are processed as card payments in SagePay’s virtual terminal. We will ask your payment details over the phone, and input them directly into the terminal. No credit card information is stored in any way in our systems.

For your security, please do not send us your credit card information via email or any other messaging system, as we cannot guarantee the security of your information before or after it reaches us.

Orders outside UK mainland, orders that require Saturday delivery or orders that require an exact time of day when to be delivered to you will incur a surcharge. You will receive a call from us if there is any difference in payment as delivery surcharge, before the order gets despatched.

Discounts and special promotions available on website does not apply on phone orders. If you decide to place your order over the phone, you will not be entitled to any special offers available on the website. This applies also to the delivery fee which will not be a flat fee but variable, depending on the size (total weight and volume) of the order and despatch method.

Refunds

In a nutshell: If for any reason you’re due a refund on your order, the refund will be processed within 10 business days and will be done using the same method as for the payment or you can choose in-store credit.

We’ll use the same method for refund as for the original payment. This means that we cannot give you money back in cash for an order that was paid for with a credit card or any other combination of payment and refund. Also, we cannot refund the money to a different card or account.

You can choose in-store credit. For refunds of less than £10.00, we will offer you the choice of having the refund processed as an in-store credit. We will issue an e-voucher which you can use as a full payment or partial payment for future orders.

It involves paperwork and waiting time. Processing the refund can take up to 10 days, and depending on the payment method used, it can take a few business days until the money is available in your account.

Deferred orders

In a nutshell: At your request, we can hold your order for a reasonable amount of time, on a case by case basis. We cannot, however, exceed 30 days when holding an order.

You can plan ahead, we’re here to help. If your garden is not ready to receive the plants, we can hold the order for you for a reasonable amount of time. It’s recommended to send us an email with a precise date when you need the order to be delivered and we’ll arrange the despatch. Please allow 3-5 days ahead of the requested delivery date, when you’re scheduling a delivery.

We’ll keep it, but not indefinitely. We limit the holding time to up to 30 days. After this period we can choose, at our discretion to despatch the order to you or cancel it and refund it in full. Orders that are not scheduled will be automatically cancelled, without prior notice.

Despatching your order

In a nutshell: The package will leave in 5-7 working days, we’ll make sure it’s well packed. Your delivery instructions will be passed to the courier.

We do our best to despatch your order within 5-7 working days from the moment the order was placed. However, in the busy periods (usually March – June) it might take longer. If you require your delivery on a specific date, please leave a note in the “Delivery Instructions” section of your order or send us an email immediately after placing the order. We’ll do our best to satisfy your request.

All the plants are packed in boxes or pallets, wrapped in protective materials so that they will not suffer any damage during transportation. However, certain plants are extremely delicate when handled and they are restricted from delivery via courier and can be collected only at our nursery.

Labelling of the consignments is done automatically, so it’s important that the delivery information you provide is accurate. We cannot be held responsible if you provide us with a wrong delivery address.

If you have delivery instructions for the courier where to leave the order in case you’re not in, please be precise as we cannot accept any responsibility after the order has been delivered to you.

Returns

In a nutshell: You can return the plants in original condition within 14 days of receiving them, no questions asked, and we’ll replace any items that are damaged in transit or wrongly delivered.

No questions asked return

If for any reason you decide that you want to return your plants to us, we offer you a 14 day money back guarantee, no questions asked. We will refund you the amount paid for the plants (excluding the delivery fee). Please allow 10 working days for the refund, from the moment the plants reach our nursery.

You will bear the charges that are incurred when returning the plants to us. Our customer service will inform you of these charges and arrange the collection of the plants from you.

We cannot accept returns for plants that have been repotted, planted in the ground or suffered alterations from the original state in which they left our nursery.

If you placed an order with delivery or invoicing to a company, the return policy does not apply.

Wrong items or damaged in transit returns

If you get something you didn’t order or plants that have suffered damage in transit, we’ll make sure we replace them.

We do our best to choose for you the best looking plants when preparing your order, but you can return any plants that have arrived damaged. Also if we send you something you didn’t order, wrong variant or colour.

We will bear the collection and delivery charges for sending you replacements.

Limited liability

We cannot be held responsbile for any consequential or indirect loss, including but not limited to loss of business, profit, additional expenses incured because of the ability or inability of us or our contractors to fulfill your order. 

We cannot be held responsible for any damage to your property that the plants might cause as a result of them being planted on your grounds. Whenever deciding on plants that are not kept in containers, you need to make an informed decision on the requirements of the chosen plants. 

We do not accept any liability for any errors and/or omissions contained on our website and reserve the right to change information, prices and descriptions of products listed, at any time and without notice.

In the unlikely event, that there is an error in the cost of the goods that you have ordered, we will contact you as soon as possible, but shall be under no obligation to fulfil an order for a product that was shown with an incorrect price.

 

Product guarantees

In a nutshell: We can guarantee that the plants leave our nursery disease free, but weather and local conditions might affect their survival. Make sure you always make an informed purchasing decision.

Tip top quality plants are on the way. The plants that leave our nursery are in the best condition, free of disease. Kept in adequate conditions (positioning and care), the plants are guaranteed for 3 months if they are planted in the ground or one year if they are kept in their original pots. Return policy applies only to plants that are in their original pots.

In case the plants die during the warranty period, you are entitled to getting a refund or ask for a replacement. Please contact our team to sort out the situation and to arrange all the necessary details.

Your ground, your rules, your responsibility. We cannot be held responsible for any damages that the plants could cause to your property (especially the several species of bamboo that are notorious for being invasive). You are responsible to take an informed decision when purchasing the plants, in regards to planting, repotting and general care.

Weather might affect your plants, check with the Met Office to know about harsh winters and dry summers. Caring for your plants is an all year round responsibility, and we cannot be held responsible if plants planted in the ground don’t make it through a harsh winter without proper protection. Since we cannot control the weather, we cannot guarantee that they will survive no matter what the weather is like.

Risk and ownership

Risk of damage to or loss of the items ordered is passed to you at the time of receipt and unpacking of goods. The ownership of the plants is passed to you as soon as they have been paid in full and delivered to you or collected at our nursery.

Security

The Palm Centre website uses a secured connection for managing sensitive data (account information, delivery addresses etc.). If you want to browse all of our website pages on a secured connection, simply change the protocol in front of the URL address from http:// to https://

By default, no information related to your credit card is stored on any of our systems (website or internal systems). The information you input when making a payment is sent directly to the card processor servers (SagePay) or if you choose to pay via PayPal, you’ll be redirected to PayPal website in order to complete the payment.

We will never ask for your PIN number. When placing an order over the phone we will ask only for the essential details related to payment, but never your account number or PIN code.

Do not send sensitive information via unsecured media. We cannot guarantee the security of email or any other form of written internet communication. Please do not risk your security by sending the credit card details over email or any other form of Internet messaging.

Copyright

All Web site design, text, graphics, photography and all underlying source code, software and all other material on this Web site are copyright of The Palm Centre, UK or third parties copyright holders where indicated. All rights reserved.

Permission is granted to electronically copy and to print in hard copy portions of this Web site for the sole purpose of placing an order with The Palm Centre or using this Web site as a shopping resource. Any other use of materials on this Web site - including reproduction for purposes other than those noted above, modification, distribution, or publication - without the prior written permission of The Palm Centre is strictly prohibited.

Privacy

In a nutshell: Your privacy is important to us. We will never transmit information that can identify you to any third party for marketing purposes. The information we collect regarding your visit is anonymous, aggregated and used only to improve the experience on the website. The personal information we store about you is used only for order fulfilment and email marketing (if you choose to subscribe).

The information we collect

The website and third parties (Google Analytics, Facebook etc.) collect information regarding your visit, in order to enhance and improve your experience.

The information we collect is aggregated and anonymous, thus unable to identify you during subsequent visits or to target marketing campaigns from third parties.

We may use cookies to track your visits on our website.

The information stored about you on our servers is related to account information, required to fulfil your orders.

The information we share

In order to fulfil your order we will share the information related to your delivery address with third parties. This includes our couriers, Royal Mail and others involved in the delivery.

No other information related to you is shared with third parties.

Marketing communication

We have a strong policy against spam in any of its forms (print, electronic or via voice). You will not receive any marketing communication from us unless you choose to do so, by explicitly subscribing to our newsletter.

No third parties will be allowed to send you marketing communication through us, unless you explicitly chose to receive such communication.

Data security

We try to keep our servers secured, but in order to prevent unauthorized access, you should keep your account on the website secured with a strong password.

At any point, if you don’t want information about you stored on our systems, you can write us and we’ll remove it within 2 working days from all our systems.