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FAQ

How to Order

About Us

We want to make using and buying from our website as easy as possible for you.  In order to understand how we operate, please read these Terms & Conditions carefully before making your purchase.  When using this website and buying products from it you agree to be legally bound by these Terms & Conditions, which may be modified from time to time.  Any modifications will be posted on this site following which use of our website will be governed by that version.  You must check the Terms & Conditions on this site regularly.

The Terms & Conditions together with the privacy policy, any order form and payment method instructions, if any, are the whole agreement between you and us.  You acknowledge that you have not entered into this agreement in reliance upon any statement, warranty or representation made by us or any other person and you irrevocably and unconditionally waive any rights to claim damages and/or to rescind these Terms & Conditions by reason of misrepresentation (other than a fraudulent misrepresentation) that is not contained in the Terms & Conditions, privacy policy, order form and payment method instructions.

If any provision or terms of these Terms & Conditions shall become or declared illegal, invalid or unenforceable for any reason whatsoever, such term or provision shall be divisible from the other Terms & Conditions and shall be deemed to be deleted from them.  These Terms & Conditions and your use of Natural Garden Furniture website are governed by English law and you submit to the non-exclusive jurisdiction of the English court.  Except in respect of a payment obligation, neither you or Natural Garden Furniture will be held liable for any failure to perform any obligation to the other due to causes beyond your or our respective reasonable control.  Failure to delay by either party enforcing an obligation or exercising a right under these Terms & Conditions does not constitute a waive of that obligation or right.

 

Ordering your Product

Ordering is very simple. Simply browse through our website and click on the items you wish to buy. These items will then be added to your basket and you can review and amend your purchases at any time by clicking on the basket icon.  Please be sure to carefully check the items that are in your basket and that these are in fact the products you wish to purchase.  Once you are happy with your selection and are ready to buy click the “checkout now” icon and you will be directed to our secure server where payment details will be taken. Here you will be required to provide us with your accurate personal details.  At this stage you are consenting to our Terms & Conditions.

 

Payment

Prices on our website include VAT but not delivery (see Delivery & Charges below). Payment is usually by debit or credit card and is processed shortly after the order is taken.  This protects us from card fraud.  We will accept cheques (made payable to Natural Garden Furniture) and these will need to clear before your order is dispatched. 

We are however, entitled to refuse any order placed by you.  If your order is accepted we will confirm acceptance by sending an email to the email address you supply on your order.

Once you have accepted your payment choice and payment has been accepted you will be sent a confirmation email, including your order reference number, order details, delivery address and estimated delivery date.

You undertake that all details you provide to us for the purpose of purchasing products or services which may be offered by us on our website will be correct, that the credit or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products or services.  We reserve the right to obtain validation and verification of the authenticity of your credit or debit card details before providing you with any products or services.

 

Availability

Products shown on the Natural Garden Furniture website are all subject to availability.  If the product you want is not available we will let you know as soon as possible.  In some cases it may be possible to offer you an alternative.

 

Delivery & Charges

We will deliver almost anywhere in mainland UK and by special arrangement to the Channel Islands, Northern Ireland, Isle of Man, Isle if Wight, Scottish Highlands & Islands and the Republic of Ireland.   These areas are likely to be subject to an additional delivery charge and this is available on application.  Other additional delivery charges may apply to remote or outlying areas within the UK mainland.  If this affects your order we will notify you to agree these charges as soon as possible.  If you have any doubts relating to delivery costs please contact us either by phone or email.

When your order and payment are accepted, we will give you an estimated delivery time.  This delivery time is only an estimate and while Natural Garden Furniture will endeavour to honour this, it does not accept liability for any failure to deliver within that time.  You will appreciate that deliveries are often made by third parties suppliers and carriers and can often be beyond our control.  Deliveries will only be made Monday to Friday – we do not deliver at weekends or during public holidays.  In order to ensure as smooth a delivery process as possible, please ensure you provide us with accurate delivery/personal details when you place your order.  These must include a full and accurate delivery address and postcode.  Your daytime contact number and email address must also be accurate in case we need to contact you in the event of a delivery problem. Please note that we do not deliver to multiple addresses.  You will be contacted several days before the delivery to confirm delivery details.   

When your order arrives there must be someone at the delivery address to sign for the delivery. Products will be deemed your responsibility once they have been received by you or your representative.  Any loss or damage to the products shall then be your responsibility.   Should the delivery be refused or there is no one there to take receipt of the delivery, the goods will be taken away. You will be charged for this delivery and any subsequent re-scheduled deliveries.  It is the recipient’s responsibility to check and sign for the correct number of packages as shown on the carrier’s delivery note.  Any shortages must be noted on this paperwork where possible.  You should also notify us of any shortages within 10 days of your delivery.  If any packaging looks damaged on delivery we recommend you check the contents before accepting the delivery and signing the delivery note. 

 

Cancelling your Order

You can cancel your order by phone, post or email within 7 days of the order being placed.  The order will not be considered to be cancelled unless we receive your written confirmation.  If you decide to cancel your order after it has been dispatched, we may charge you for the carriage costs we will incur.  We will advise you of this when you contact us.

Cooling Off – where goods are ordered “unseen” you have a 7 day “cooling off” cancellation period from date of delivery.  You will be entitled to a full refund less the cost of transport to return the goods.  After the 7 day “cooling off” period you cannot cancel an order unless you are prepared to pay any losses or costs suffered by us as a result of your cancellation.

 

Returns & Refunds

You can return any product bought from us for any reason (including you’ve changed your mind) within 7 days of delivery but only if you have given us notification of your intent to do so.  To do this you must notify us in writing via email or post within this 7 day period.  If you are returning the product for any reason other than manufacturers defect/damage  you must pay the costs of returning the product to us or our suppliers.

On request we will collect the products from you but the cost of this will be charged to you and we may deduct this from your refund if:

The product delivered is not what you ordered or does not match its description

The product delivered is not of a satisfactory quality

The product arrives damaged or faulty and you have notified us within 7 working days, we may replace the item or affected parts or you may cancel the order and receive a full refund. 

You will not be charged for returning goods that you did not order, have been delivered in error or are defective.  If the product arrives in a damaged condition you must make a note of this on the carrier’s delivery note and inform us within 7 days of the delivery.  

Natural Garden Furniture will not accept returns or cancellations if the product has been altered in any way; this includes applying oils, chemicals, paints, or customising the product in any way.  While in your possession you must keep any products you intend to return to us in good condition.  They must be returned in the same condition they were supplied.  If delivered flat packed they must be returned in the same way.  It is your responsibility to ensure goods to be returned are packaged well in order to avoid damage or loss of parts in transit.  Any products returned which cannot be re-sold as new due to damage or wear and tear may be subject to a reduction in your refund.

We will process all refunds within 30days and refunds will be paid in sterling.

These terms do not affect your Statutory Rights.