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Terms & Conditions

Terms and Conditions

You may copy and save or print the terms outlined below for your reference.

1.LEAD TIMES

Delivery lead times vary for different products and are stated on each product page. If we receive an order and we believe that the stated lead time will be exceeded, we will contact the customer to inform them accordingly. Customers place orders in the knowledge that there are logistical risks associated to mail order transactions which can mean that indicated lead times can sometimes be breached. An example of such risks includes (but is not exclusively limited to) courier delivery mistakes and missed deliveries for which Artificial Green accepts no liability of loss in such circumstances

2.DELIVERY CHARGES

Please read our delivery page: https://www.artificialgreen.co.uk/pages/delivery

*Should you decide to return an item within the 14 day period, a re stocking fee will apply if the returned product is not faulty or damaged. This is to cover the costs incurred of processing your original order and then processing your return.

WHERE WE DELIVER TO

Our principle delivery operation is for mainland UK. We welcome enquiries from customers based elsewhere, where delivery prices are offered on a quotation basis.

PALLET DELIVERIES

Items arriving on a pallet will be delivered to the address kerbside or nearest door/access point if this is logistically possible and under the discretion of the delivery courier. Artificial Green and our suppliers use external delivery couriers, therefore we cannot expect (nor is it the responsibility of) delivery drivers to assist you with the moving and handling of your items into houses, doorways, outbuildings or garages etc. When ordering multiple, large or bulky items, please ensure you are able to handle these items when delivery is received.

3. DAMAGES

Courier damage can happen from time to time, so you must check items before signing for the delivery. If it not possible to inspect items upon delivery, please sign for your delivery as 'UNCHECKED'. This way, we are able to make an insurance claim with the courier. Customers have 48 hours from the point of delivery to report any damaged goods within their consignment/s to us. 

4. MISSING ITEMS

Customers have 48 hours from the point of delivery to report any missing items and/or components from their consignment/s

5. RETURNS - STANDARD STOCK ITEMS

CUSTOMERS CAN RETURN STOCK ITEMS WITHIN 14 DAYS

Customers have 14 days after the day they receive goods in which to return items should they change their mind within this cooling off period.

If you change your mind and decide to return an item the cost of processing the original order and cost of processing your return will be deducted from your refund. The maximun returns fee deducted is up to 15% of the cost of the product you are returning.

Please contact us by email or telephone to advise us of your intention to return and we will issue the correct returns documents and instructions for the particular product you are referring to. When exercising this right to return the customer agrees that they are returning the goods in the new condition in which they were received. The customer is responsible for and bears the cost of the return delivery and logistical arrangements. Whether you use Royal Mail or your own courier to return items, do not forget to include your order number, name, address and telephone number. We cannot be responsible for any item that fails to reach us, so we recommend you register your parcel. Please ensure to keep all boxes and packaging as we cannot accept a return without them. Items returned must be in a new and unused condition with all packaging included. All returns are checked by us before a refund is issued. We cannot accept returned goods that are not in saleable condition.

6. RETURNS - BESPOKE ITEMS / MADE TO ORDER ITEMS, BULKY GOODS

Returns are not accepted on bespoke or made-to-order goods. Items listed as 'Made to Order' are made bespoke specifically for your order, therefore these items are exempt from the 14 day cooling off period and cannot be returned.

Bulky and palletised standard stock items are returnable by standard regulations, although customers should be aware that the logistics costs associated to returns can be considerably higher than goods of average weight and volume. We recommend you ensure you are 100% sure you wish to purchase a larger item before you place your order. 

RETURNS - DAMAGED AND FAULTY ITEMS

If a product arrives in a damaged state, we will exchange or refund once the product is returned. The customer must inform us of damage or manufacturing fault within 24 hours of receiving the product. In case of courier damage we recommend you sign for your delivery as 'UNCHECKED'. This means we will be able to claim against the courier for damaged items.

7. PAYMENTS AND REFUNDS

Payments are processed securely via Shopify Secure Payments or the buyer may pay by bank transfer. No payment details are kept on our system. Orders for products only will not be processed until payment is received in full. 

Installations: For orders whereby installation is required, invoices must be paid in full on the day of installation. 

Retention of Title: 

1.Title to {the Goods} shall remain vested in {the Seller / Artificial Green} and shall not pass to {the Buyer} until the purchase price for {the Goods} has been paid in full and received by {the Seller}. 

2. {the Seller} shall have authority to retake, sell or otherwise deal with and/or dispose of all or any part of {the Goods};
{the Seller} and its agents and employees shall be entitled at any time and without the need to give notice enter upon any property upon which {the Goods} or any part are stored, or upon which {the Seller} reasonably believes them to be kept;
{the Buyer} shall store or mark {the Goods} in a manner reasonably satisfactory to {the Seller} indicating that title to {the Goods} remains vested in {the Seller}; and {the Buyer} shall insure {the Goods} to their full replacement value, and arrange for {the Seller} to be noted on the policy of insurance as the loss payee.
Irrespective of whether title to {the Goods} remains vested in {the Seller}, risk in {the Goods} shall pass to {the Buyer} upon delivery.

 

8. WE REFUND CUSTOMERS PROMPTLY

For returned items we have 30 days to refund customers under the 2014 consumer selling regulations act. Refunds usually take place much sooner then this, and customers should contact us if their refund hasn't been executed within 7 working days. A returns fee of up to 15% may be deducted from your refund for costs incurred by us, once goods have been returned and inspected.

9. WE RESERVE THE RIGHT THE CANCEL OR DECLINE ANY ORDERS WHICH FAIL FRAUD PREVENTION TESTS

Customers place orders in the knowledge that their form of payment will undergo a number of fraud prevention tests. The key measure is billing address match. The billing address supplied must match the registered card address if customers are to expect a smooth order process

10. CANCELLATION

STANDARD STOCK ITEMS. IT MAY BE POSSIBLE TO CANCEL YOUR ORDERS FOR STANDARD STOCK ITEMS

If you have changed your mind about goods you have ordered and wish to cancel, you may be able to contact us before the goods are dispatched, in which case we will be happy to effect a cancellation. However, if your order is past the point where a cancellation can be made, the item will be delivered to your shipping address and the returns procedure will apply and items may be subject to the re stocking fee as outlined above.

11. BESPOKE AND MADE-TO ORDER ITEMS

It is not possible to cancel such orders or return products which are made to order. Once an order for made to order items has been processed and manufacturing has begun, the customer remains responsible for the full cost of the item. Please check if the item you are ordering is 'Made to order' or 'bespoke'.