Capital Gardens ::: Terms and Conditions of Use

Conditions of Use

Capital Gardens is dedicated to complete customer satisfaction. If you have any suggestions or comments please email us at customerservices@capitalgardens.co.uk or use the online helpdesk. You can also visit our Garden Centres in person. Opening times, contact numbers and directions are available by clicking the "Our Centres" link at the bottom of every page.

capitalgardens.co.uk contact details:

capitalgardens.co.uk
1 io Centre
Royal Arsenal
Woolwich
London
SE18 6SR
United Kingdom

Phone: +44 (0) 20 8465 7474
Fax: +44 (0) 20 8855 0493

VAT Registration Number: GB667692087
Capital Gardens Ltd is registered in England and Wales with company number 03073194.
Our registered office is 1 Townsend Yard, Highgate High Street, London N6 5JF.

Making A Purchase

Making a purchase could not be easier. Just browse our online shop, and click on any items that you wish to buy. Clicking "Add to Basket" will place these in your shopping cart which appears at the top-right of every screen. You can move your mouse over "Basket Contents" at any time to view the items in your basket, or click the link to change any items or quantities you may have within it.

After you have finished your selection, click on "checkout" at the top-right of every screen and you will be asked for a few details that we need to be able to satisfy the order. We do not ask you to register or create a password (although we highly recommend it in order to get up-to-date information about your order) and if you do not have time you can always do this later with the secure links we provide to your email address. Please provide us with your daytime contact telephone number as this helps for delivery or in the unlikely event of any query.

We accept Visa, Visa Debit, Visa Electron, Mastercard, Maestro, Solo and Amex online. In the case of online card payments through our website your account be only debited when we ship your order from our centres or your order is confirmed by our suppliers (for goods that ship directly e.g. furniture, live creatures).

We now use 3D Secure (Verified by Visa, MasterCard SecureCode) to check the validity of your purchase. This is the online version of "Chip and Pin" and you may be asked by your bank to use or create a password during the checkout process. Please complete this form as failure to do so may result in delays to your order while we contact you to confirm your details.

If you are based in the UK we also accept cash and card payments at over 17,000 local convenience stores and Post Offices which displays the "PayZone" or "PayOffline" logos. This is a new service backed by the Alliance and Leicester bank and more details can be found at their website www.payoffline.com.

Finally, we also provide the means to pay by Google Checkout. This is a new service provided by Google which keeps all of your details safe in the one place and does all the hard work for you when it comes to filling out online registration forms. More details can be found from Google.

We aim to process your order as quickly as we can after it is placed. While we endeavour to offer and meet our approximate delivery time, please allow up to 14 working days for deliveries to the UK unless otherwise stated.

Pricing

Prices can change at any time of the day, both upwards and downwards. When making a purchase you are agreeing to pay the price shown at that time for those items.

Prices shown on capitalgardens.co.uk, any other affiliated site or shopping comparison service are for guidance only. Prices may vary for commercial and promotional reasons between capitalgardens.co.uk and our centres. Offers may be withdrawn at any time without notice.

Product Description and Image Accuracy

We try to give you the fullest information about the product including an image. However, there may be small variations in colour, texture and size. If something is not clear on the website, please call us on 020 8465 7474 or contact us through the online helpdesk to confirm any details you require before ordering. We will accept returns in these circumstances only if the carriage is paid by the customer. If there is a genuine mistake on the website we will of course rectify the situation to a satisfactory conclusion.

Delivery Schedule

We aim to process your order as quickly as we can after it is placed. Stock is listed "as live" on our website and we try to keep this as accurate as possible however errors can occasionally occur. While we endeavour to offer and meet our approximate delivery time, please allow up to 14 working days for deliveries to the UK unless otherwise stated. If any problems are encountered (i.e. a longer delivery time is required or items are temporarily out of stock) the customer will be notified as soon as possible and a new delivery time will be arranged. Should you need any item sooner, please call us on 020 8465 7474 or leave a comment when placing your order as this can often be arranged without a further charge.

We would prefer a signature on all courier deliveries, but arrangements can be made to leave your order in a safe place of your own designation. Please be aware that this is at your own risk and we cannot accept any responsibility for loss or damage after the goods have been successfully delivered. capitalgardens.co.uk recommends delivering your order to your workplace or a trusted neighbour.

As all goods are covered by "in-transit" liability only, please ensure that you check the goods are received in good condition. You should only sign for them if they are undamaged. If in the unlikely event your goods have been damaged please refuse the delivery or sign as "damaged on receipt". "Unchecked" is not a valid status for all courier companies. Damages must also be reported to both ourselves and our couriers in writing within 48 hours. Failure to do so may lead to us being unable to replace goods damaged in transit.

Please note: Some larger items (i.e. some furniture and barbecues) may be dispatched direct from our suppliers thus delivery may not be so prompt. You will be notified by ourselves or the manufacturer of how long this will take.

Please be aware that if you have not left alternative instructions, you are not at home to receive delivery, you have supplied an incorrect postcode, telephone number or address or you are not at home additional charges MAY be incurred.

Deliveries to UK Islands, Northern Ireland and Overseas

For these destinations the flat rate charge of £5.95 applies wherever possible, however due to increased transport costs we may have to charge an additional amount. If this is the case we will contact you with a quote before proceeding with your order. Orders sent to these destinations may take slightly longer to arrive.

Buyer To Collect

We no longer offer a "Buyer to Collect" service from any location other than our warehouse, and only by prior appointment. In order to fulfil anti-fraud obligations the cardholder will be required to provide photographic ID and proof of address as we do not have Chip and Pin facilities at this location.

Loss/Damage/Delay of Delivery

ON DELIVERY, please ensure that you check the goods are received in good condition. You should only sign for them if they are undamaged. If in the unlikely event your goods have been damaged please refuse the delivery or sign as "damaged on receipt". "Unchecked" is not a valid status for all courier companies. Damages must also be reported to both ourselves and our couriers in writing within 48 hours. Failure to do so may lead to us being unable to replace goods damaged in transit. We will not be liable for any loss in the case of damage exceeding £50.00 if you have not given us the opportunity to examine the damaged product and packaging prior to repair.

If you think you have received an incorrect delivery please contact us in writing within 28 days of your notified despatch date. If you believe your order is lost or delayed in transit, please allow 7 days after notified despatch and contact us in writing within 28 days of your notified despatch date. In all cases you must provide your order number and date of purchase. We will not be liable for any loss, incorrect delivery or delay if we do not receive written details of your claim within this 28 day period.

We may destroy your order documentation after six months and you shall not hold its absence against us.

Returns Policy

If a faulty item is delivered or it is not the item ordered, you will be offered a replacement. Please note the conditions above regarding damages. If this is not satisfactory a full refund will be offered. Faulty items must be returned within 30 days if a refund is to be issued. This does not affect your statutory rights as a consumer.

Please also be aware of the cancellation policy below.

Cancellation Policy

You may cancel at any time up until the point of despatch, or booking with our suppliers in the case of direct manufacturer deliveries, by calling 020 8465 7474 or emailing us through the helpdesk. After despatch or booking order cancellations must be made in writing within 7 days of receiving the goods.

If the goods are returned for any reason other that being faulty (i.e. not wanted), the return postage will be paid by the customer. If we have to arrange courier collection of heavy items a standard, minimum £30 charge will be levied. Refunds will be done as soon as possible after we have examined the returned goods but please allow up to four weeks after receipt by us for the money to be returned to your account.

If any order has been sent to you within our "FREE DELIVERY" offer our standard charge of £5.95 will also be levied against the refund.

Cancelled orders MUST be returned in a saleable condition and in the original packaging. If goods are not in a suitable condition we reserve the right to withhold part or all of your refund.

In the case of larger unwanted items we may also be required to levy a re-stocking fee by our suppliers and you will be informed of this by request or after we receive your written cancellation notice.

Please quote your name, address, daytime contact number and order number on all correspondance.

Back Orders

If your item is not in stock, we will back order for you. You can cancel your order at any time if you would rather not wait. We will shortly be offering an online cancellation service for items that have not yet been despatched.

Tax Charges

All prices are inclusive of VAT at the relevant rates. If you are ordering from outside the EU any VAT charges all prices will be displayed exclusive of VAT after you login to our website.

Credit Card Security

When the order is processed it will be encrypted using the latest Industry Standard Protocols and processed by Protx Ltd. Information on this can be found at www.protx.com. All credit card numbers are encrypted in the software when the order is placed using 256-bit encryption provided by market leaders Comodo - www.usertrust.com. We do not store your card details, nor are they held in clear text on any web site.

Guarantee

We guarantee your satisfaction. If you have any queries concerning your order please feel free to contact us on 020 8465 7474. This line is available from 9am-6pm Mon-Fri during the Winter and 7 days between Easter and September. You can also contact us electronically by clicking "Contact Us" below. Please see our returns policy. We endeavour to respond to enquiries within 48 hours.