Terms & Conditions

General

These terms and conditions apply to the use of the www.harrodhorticultural.com website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern Harrod Horticultural’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team on 0333 400 6400 – Monday to Friday 8.30am to 5.30pm or email customerservices@harrod.uk.com. Calls to 0333 numbers are usually chargeable at a local rate from both UK landlines and mobile phones. These calls are usually included within network providers ‘free minutes’ packages. Calls may be recorded for quality monitoring and training purposes.

Our Details

Head Office

Harrod UK Ltd
1-3 Pinbush Road
Lowestoft
Suffolk
NR33 7NL

Telephone: 0333 400 6400

Registered in England No.875029

VAT Registered No.104 8573 75

 

Orders

When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions.

By placing an order through our website, you are making an offer to Harrod Horticultural Ltd to purchase the goods outlined in your order upon the terms described in your order.

When you place an order we require your name, email address, credit/debit card, phone and address details to process the order and inform you of confirmation of the order. We require a contact number so that we can contact you if there are any problems with the order. We may provide our couriers with your contact phone number in case they need to contact you to arrange delivery of your order. For more details please see our Privacy Policy.

Please be aware that we may not be able to change/amend or cancel your order when it has been picked in our Warehouse.

All of the prices on our website are shown and charged in GBP. Prices include VAT where applicable.

After placing an order online, we will provide you with a confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of the products will only exist once an order has been accepted, charged, processed and despatched to you.

Please note we will not be able to meet any obligations as a result of the following reasons:-

  • If the product ordered is out of stock.
  • We are unable to authorise your payment.
  • If it is identified that there is a product description or pricing error.
  • If customers do not reach any order criteria outlined in the Terms & Conditions.
  • If our delivery companies are temporarily unable to deliver your order due to exceptional conditions beyond our control such as accidents and hazardous weather.

If there is an issue with your order one of our Customer Service team will contact you either by phone or email. 

Once an order has been despatched from our warehouse, we cannot cancel it, stop it or delay the delivery or change the delivery address.

Please check all items when you receive them, as faulty or damaged items must be reported within 14 days of receiving the parcel.

 

Secure Payment

You can be confident of your security when shopping on our website. Our site is secure and is PCI DSS Compliant (Payment Card Industry Data Security Standard) the information security standard for organisations that handle cardholder information. The standard was created to increase controls around cardholder data to reduce credit card fraud via its exposure. For details on PCI compliance visit https://www.pcisecuritystandards.org/.

On the website we can accept payment with Mastercard, Visa, Maestro and also PayPal. We do not store credit card details.

For credit card payments, payment is taken when the products are despatched from our warehouse.

PayPal payments will be charged straight away for the whole order. This is also the case for items which are pre-ordered or currently out of stock.


Delivery

The delivery rates are displayed on product pages on the website. There are various postage rates dependant on the size and weight of the product. Only one postage rate is applied to an order and is always based on the highest postage rate item in the website shopping basket.

Standard Delivery £4.95 (no matter how many items you order)
Express Delivery £10.95 (no matter how many items you order)

Where you see the envelope symbol carriage will be £3.95 if it applies to ALL the items in your shopping basket.
Where you see the purple lorry symbol the postage is £9.95 per order
Where you see the yellow lorry symbol the postage is £14.95 per order
Where you see the red lorry symbol the postage is £19.95 per order

Standard Delivery - With stock permitting, we aim to despatch orders within 1 to 3 working days of your order being received (exceptional products are highlighted on the website product pages). All parcels are then sent on a service that delivers within 3 days.

Express Delivery - with stock permitting, we offer an Express delivery service. For orders that DO NOT include a purple, yellow or red lorry symbol, pay £10.95 P&P and we can despatch your parcel by next day delivery. We must receive your order by 12 noon from Monday to Thursday whereas those placed after 12 noon Friday will be delivered the following Tuesday. To receive Express delivery on items with a purple, yellow or red lorry symbol, please call 0333 400 6400 (local rate) for a quotation.

Please Note: During National Holidays standard delivery items will be dispatched within 5 - 10 working days and there will be no Express Delivery Service.

Only Monday to Friday are classed as working days.

Direct Despatch Items – Some products are despatched directly from our suppliers. There are often longer delivery times on these items which are made clear on the specific product pages. Our suppliers may need to contact you to arrange a delivery time.

Greenhouse Deliveries - please allow 6-8 weeks for delivery. Please note that Greenhouses are delivered on lorries and if access is restricted then there will be an extra surcharge for delivery on a smaller vehicle. There is an additional surcharge for deliveries to Scotland, Wales, Cornwall and Devon - please call 0333 400 1444 for a quote.

Time Sensitive Items - There are a number of products on the website which have time sensitive delivery. These include plants, trees, fruit bushes and biological pest control. The delivery window for such items can vary based on the weather which can result in delays which are out of our control. Please be aware that the delivery windows shown on these products are open to change.

For deliveries we use different couriers depending on the size, weight and number of parcels and it also depends if you have chosen express delivery. The most suitable courier is automatically selected depending on this.

Please note that all delivery charges are subject to change depending on the delivery location, the size and weight of the parcel. If we need to ask for additional delivery charges our customer service team will contact you prior to delivery.

Post and packaging costs quoted are for most of the UK mainland only. Offshore Islands and some parts of Scotland, Isle of Man, Isle of Wight and Northern Ireland will incur higher delivery charges. Please call 0333 400 6400 (local rate) for a carriage quote.

Unfortunately, we are only able to send our biological pest control products - such as Nemaslug, whitefly control and ladybirds - to mainland UK addresses.

Our standard policy is that all orders over £50 in value require a delivery signature. However, we are able to arrange for orders above this total to be left without a signature at your discretion. We cannot accept any responsibility for goods once they have been left under these circumstances but we will be able to replace damaged products as per our normal terms and conditions.

We can of course leave any order under the value of £50 in the location of your choice – just indicate on the order form or inform us when phoning in your order where you’d like your goods left.

All items which are in stock will be despatched at the same time and are normally delivered to you within 1-3 working days.
Any out of stock goods will be marked ‘to follow’ on your invoice and will be sent as soon as we receive these from our suppliers.

We are able to accept orders to be delivered to most parts of Europe, but unfortunately, you will not be able to place your order online. If you could kindly contact our Customer Service team by email enquiries@harrod.uk.com with details of your order, we will then be able to calculate the cost of carriage and take your order if acceptable.

For details of whether we can ship to other countries, again, please contact us to see if we have the relevant shipping license and insurance to be able to send your order overseas.


General Guarantee

We want you to be delighted with your order so if for any reason you are unhappy with your items, you can return them in perfect condition and in their original packaging within 14 days of receipt of the goods for a replacement or full refund.

Returns postage will only be refunded if the item is damaged, faulty or if the wrong items have been sent. We do not accept responsibility for damaged or lost parcels on return, so it is advisable to obtain a postal receipt, or send the goods back via recorded delivery.

Product Guarantees 

Many of our products carry structural or framework guarantees.

Structural Guarantee - refers to the product remaining intact, still supporting itself and has not physically failed during the guarantee period.

  • excludes damage caused by poor installation, ground conditions, exceptional weather including snow unless specifically stated in marketing material or instructions. 
  • excludes damage caused by plant stems / trunks / limbs expanding over time. Growth can exert extremely large forces on a structure over time and can force elements of a support or structure apart. It is the responsibility of the customer to monitor plant growth and take steps to prevent damage to the structure caused by the growth of plants.
  • excludes the paint finish of a product unless the structure physically fails as a result of corrosion caused by the failure of an applied paint finish (this would constitute structural failure and therefore would be covered by the guarantee).

Framework Guarantee – refers to the framework of a product remaining intact and supporting itself for the guarantee period e.g. a fruit cage is still holding up the netting as intended to protect the crop inside the cage.

  • excludes the failure of the netting or the netting fixings to the frame work.
  • excludes damage caused by poor installation, ground conditions, exceptional weather including snow unless specifically stated in marketing material or instructions.

 

Returns / Replacements

Please telephone our Returns Department on 0333 400 6400; they will advise you whether they need to arrange for the item to be collected from you by a carrier company, or whether you need to return the item back to us via the Post Office; this will depend on the weight of the item in question. If the item was received damaged, or is faulty, you may be advised that the item does not need to be returned back to us at all.

If a collection needs to be arranged, this will be made for a weekday only, between standard working hours. If you are not able to be at home when the collection is to be made, you may leave the goods somewhere safe.

Whether you are returning the goods back to us via the Post Office, or a collection has been arranged, please complete our Return/Exchange form which can be downloaded here or visit out Returns Policy Page for more detailed information.

We will inspect the returned item and will issue a replacement or a refund if applicable usually using the same method originally used by you to pay for your purchase. If there are any problems we will contact you.

Returned items must be in packaging and in a resaleable condition. If a returned product has to be resprayed due to damage we reserve the right to charge 20% of the RRP to cover this cost.

We try to process returns as soon as possible once they have reached the warehouse. This can take longer during busy periods.

Non-Returnable Items exempt from cancellation:-

  • Bespoke Made to Order Products
  • Cut to Size Netting
  • Engraved Tools
  • Live Pest Control
  • Rolawn Topsoil
  • Plants, Fruit Bushes and Trees

 

Product Pricing & Descriptions

Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product including approximate delivery dates/times and guarantees.

We take care to ensure that all details, prices and descriptions of our products are accurate. We endeavour to keep the website as up-to-date and accurate as possible, but there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the time the order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information.

We aim to keep the colour representation of products accurate on the website but we cannot accept any responsibility for any variation in colour caused by the browser software or device used to view the products on the website.

Some of our products are hand made or made using natural materials and have a unique finish, colour or natural imperfections meaning it may differ slightly from the product image shown on the website.

With our timber products, as it is a natural product it is susceptible to shrinkage/swelling so therefore all sizes are nominal +/-5mm.

On rare occasions products may be incorrectly priced on our website. In these circumstances we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all.

We reserve the right to correct any price errors as we see fit. If such a situation occurs we will contact you and can either cancel your order or repurchase at the correct price.

We reserve the right to amend any prices at any time.

 

Promotions

From time to time we do give special promotional offers that are triggered by quoting a Promotional Code at the shopping basket. The terms of such offers are that only 1 Promotional Code - and therefore 1 offer - can be used per order.

When a free gift is offered a minimum spend is required - if stock runs out an alternative may be offered.

Discounts are not applicable on any Made to Measure products.

In the case of any promotions on the pricing of our range, the following exclusions apply:

  • existing special offer prices, i.e. where there are existing savings on multiple purchases of a product, a further discount won't apply
  • Rolawn products, e.g. topsoil, bark.
  • Greenhouses
  • Plants, Fruit Bushes and Trees
  • Hotbin Composter
  • Corten Firebowls, Tables, Pedestals and Water Bowls
  • Polytunnels
  • Galvanised Planters, Galvanised Waterbutt and Waterbutt Plinth
  • Aldsworth Ladder Shelf
  • Marden Corner Sofa Set
  • Corten & Powder Coated Aluminium Screens
  • Any other product which has ‘ THIS PRODUCT IS EXEMPT FROM ANY PROMOTIONS, DISCOUNTS AND EXPRESS DELIVERY’ highlighted on the product page.
  • Gift Vouchers

Product Review Monthly Prize Draw

Write a review and one winner each month will win £20 HARROD HORTICULTURAL VOUCHERS. A product review is chosen at random at the end of each month and the winner will receive their £20 worth of Gift Vouchers within 28 days. Details of winning entries will be posted to our website. All product reviews may be used for promotional purposes.

  • Participants must be a UK resident and over the age of 18 to enter
  • Winner will be randomly chosen from all qualifying entries
  • Prize will be sent to the winner within 28 days of draw taking place
  • Winning entrant's name may be used for promotional purposes
  • Harrod Horticultural reserves the right to withdraw a competition or amend any part of it including these terms and conditions at anytime without prior notice
  • The Prize Draw is not open to employees of Harrod UK Ltd (or their immediate families)

 

Gift Vouchers

  • Gift Vouchers are available in £5, £10, £20, £50 and £100 denominations.
  • Gift Vouchers are posted to you without any charge for delivery if they are the only items on your order.
  • Gift Vouchers are valid for 24 months from the date of issue.
  • We cannot accept payment via PayPal when using a voucher.
  • To use your voucher online please enter the voucher code in the Promotional Code box on the basket page on the website.
  • Vouchers can only be used once as full or part payment and are only redeemable in a single transaction.
  • No change, credit or additional vouchers will be issued.
  • Vouchers cannot be used to pay for delivery costs.
  • Vouchers cannot be exchanged for cash or other goods.

 

Privacy

Visitors are required to read our Privacy Policy and in accessing, browsing or otherwise using this website, you confirm you have read and understood and agree to this Privacy Policy. If you do not agree with this Privacy Policy you should not use this website. In using this website, you also agree that we can use cookies on your computer, tablet or other mobile device – for full details see our Cookie Policy

All of the content of the pages on the website including pictures, logos, photographs, copy and other materials represent the copyright or registered trademark of Harrod Horticultural Ltd or it’s technology providers or their respective owners. All Rights Reserved.

The modification, copying, circulation, reproduction, or incorporation of into any other work or part of or all of the content available on the Harrod Horticultural website is forbidden, with the exception of; Copying, printing (one copy) or downloading extracts of the content of the website for the sole purpose of using the website in good faith for placing an order or for non-commercial purposes.

 

Our Environmental Pledge

Along with our strong organic growing ethos, we believe in sustaining the environment too. Our timber products use timber sourced from sustainably managed forests and where possible our products are despatched using recycled cardboard and protective packaging for you to compost.

We are continually looking for ways to reduce our environmental impact with new ways of packaging and recycling.

We also support the WEEE (Waste Electrical And Electronic Equipment) Regulation.