The Garden Trading Company Limited - retail website terms and conditions
We may amend these Terms from time to time as set out below. Every time you wish to order any products, please check these Terms to ensure you understand the terms which will apply at that time. These Terms were recently updated on 8th March 2022.
- "Personal Information" means the personal details provided by you on registration;
- "product" means a product displayed for sale on the Website;
- "we/us" means The Garden Trading Company Limited of the Joules Barn, Rockingham Road, Market Harborough, LE16 7QD;
- "Website" means the retail website located at www.gardentrading.co.uk or any subsequent URL which may replace this sit;
- "you"means a user of this Website.
1.1 Who we are. We are The Garden Trading Company Limited ("GTC"), a company registered in England and Wales. Our company registration number is 02854160 and our registered office is at the Joules Barn, Rockingham Road, Market Harborough, LE16 7QD. Our registered VAT number is GB630 683740.
1.2 How to contact us. If you have any questions, comments or requests regarding these Terms, the Website or our products, you can contact Us by telephoning our Customer Services team on 01993 845559 or by writing to Us at firstname.lastname@example.org or to the Customer Service Manager, Garden Trading, Carterton South Industrial Estate, Carterton, Oxfordshire OX18 3EZ. Our telephone lines are open Monday-Thursday, between 8.30am and 5.30pm and on Friday between 8.30am - 5.00pm, and we are closed on weekends and on Bank Holidays. Please note that all calls to our Customer Services team may be subject to your standard telephone charges, and inbound and outbound calls may be recorded for quality monitoring and training purposes.
1.3 How we may contact you. If we have to contact you for any reason, we will normally do so by writing to you at the email address provided in your order, however we may also contact you by telephone or post using the telephone number or postal address provided in your order. An email address must be provided to place an order with us. By placing an order with us, you agree that email will be used as the standard method of communication.
1.4 We hope that all our customers have an enjoyable and satisfying experience when shopping online using our Website. However, we realise that sometimes things can go wrong and that may mean a customer will want to complain. If you have a complaint, please contact us via our contact details set out above. We will aim to resolve any issues within 72 working hours.
1.5 Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform, which you can find here https://ec.europa.eu/consumers/odr/
2) USE OF THE WEBSITE
2.1 Access.You are provided with access to this Website in accordance with these Terms and any orders placed by you must be placed strictly in accordance with these Terms.
2.2.1 By registering as a user of our Website, you warrant that:
(a) the Personal Information which you provide when you register as a user is true, accurate, current and complete in all respects; and
(b) you will notify us immediately of any changes to your Personal Information by sending an email to, or calling, our Customer Services team (contact details are set out in section 1.2 above).
2.2.2 You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
2.2.3 We reserve the right to modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and we shall not be liable to you or any third party for any modification to, or withdrawal of, the Website.
3) PURCHASE OF PRODUCTS
3.1 Eligibility to order and promotional emails
3.1.1 By placing an order through our Website, you warrant that you are:
- a) legally capable of entering into binding contracts;
- b) at least 18 years old;
- c) resident in one of the countries we deliver to as per our Delivery Page; and
- d) accessing our Website from that country.
3.1.2 When placing an order you will have the option to be added to our promotional emailing list. You will only be added if you opt in. You can opt out of promotional email activity at any time by clicking on the "unsubscribe" link at the bottom of any marketing email, by updating your “Mailing Preferences” when you log in to your online account or by contacting our Customer Services team by email (contact details are set out in section 1.2 above). It may take up to seven days for the change to take effect. You will remain opted out of promotional email activity unless and until you change your “Mailing Preferences” in your online account.
3.2 The contract between you and us
3.2.1 Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please ensure that you have checked your order at each page of the order process.
3.2.2 After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm such acceptance by sending you an email that confirms that the products have been dispatched (the "Dispatch Confirmation"). The contract between you and us (the "Contract") will only be formed when we send You the Dispatch Confirmation.
3.2.3 The Contract will relate only to those products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other products which may have been part of your order, until the dispatch of such products has been confirmed in a separate Dispatch Confirmation.
3.3 Non-acceptance of an order may be a result of one of the following:
- a) the product you ordered is not available from stock;
- b) our inability to obtain authorisation for your payment;
- c) the identification of a pricing or product description error; or
- d) you do not meet the eligibility to order criteria set out in section 3.1.1 above.
If we are unable to accept your order for any of the reasons noted above, we will inform you of this and will not charge you for the affected products. If we have already charged you for an order but cannot fulfil your order for any reason, we will issue a full refund.
3.4 Cancellation of your order before delivery
3.4.1 We are regrettably unable to make any changes to existing orders, however there is the option to cancel an order, providing the products you have ordered haven’t already been dispatched from our warehouse.
3.4.2 If you wish to cancel an order before it has been dispatched, please email our Customer Services team at as soon as possible (contact details are set out in section 1.2 above), quoting your order reference number.
4) PRODUCT DESCRIPTIONS
4.1 We will take all reasonable care to ensure that all details and descriptions of products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order with us.
4.2 The images of the products and packaging on this Website are for illustrative purposes only. Whilst we have made every effort to display the colours accurately, we cannot guarantee that your device's display of the colours accurately reflects the actual colour of the products. The product you receive may vary slightly in colour from the image on your screen, and the packaging of the products may also vary from that shown in the images on our Website.
5) PRICE AND PAYMENT
5.1 Where to find the price for the products. The prices of the products will be as quoted on the Website from time to time and exclude delivery costs. The prices of the products on the consumer website are exclusive of VAT. We may change our prices at any time but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
5.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the products, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
5.3 Incorrect prices It is always possible that, despite our efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where a product’s correct price at your order date is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product's correct price is higher than the price stated on our Website, we will contact you to inform you of the error and give you the option of either continuing your purchase of the product at the correct price or cancelling your order. If we are unable to contact you using the details you provided during the order process, we will treat your order as having been cancelled and will notify you in writing. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the Contract, refund you any sums you have paid and require the return of any products provided to you. We are under no obligation to provide any product to you at an incorrect (lower) price if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing.
5.4 How and when to make a payment Payment for all products must be by credit card, debit card, GTC gift card or e-voucher or using PayPal. We accept payment with VISA, VISA Electron, Mastercard, American Express and through PayPal. We require payment for products and any delivery charges in advance of delivery. Upon receiving your order we carry out a standard pre-authorisation check on your payment method (card or PayPal) to ensure there are sufficient funds to fulfil the transaction. We will take payment from your provided payment method when you submit your order.
5.5 Every effort has been made on this Website to ensure that shopping online is safe and secure. We cannot be responsible for the fraudulent use on our Website of a lost or stolen credit card, but will assist your credit card company where necessary once you have reported the fraud to them.
5.6 Online payments will be made within a secure environment. We use the latest encryption technology (SSL) to ensure that your transactions with us are private and protected. When you proceed to make your purchase, your browser makes a connection to the secure section of our website. Your browser will show a padlock in the browser window frame and the website address will begin with “https://” to indicate that it has made a secure connection. Our payment system also complies with the Payment Card Industry Data Security Standard. We may provide details of your IP address, device attributes and payment method to third party fraud prevention companies to detect and prevent fraud and suspicious account activity. Your bank may request that you are screened using 3D Secure (“MasterCard SecureCode” or “Verified by Visa”) or by an independent fraud prevention service. We may contact you for additional security purposes should we deem this necessary.
5.7 Pricing and VAT outside of the UK We operate a standard pricing policy in that the prices of the products quoted on the Website from time to time are the same, irrespective of the intended country of their delivery. These prices include VAT where applicable. Therefore: a) these prices include VAT where it is applicable for the country of delivery, where deliveries are within the EU; and b) these prices do not include VAT where it is not applicable for the country of delivery, where deliveries are outside the EU, and you will not be entitled to any VAT refunds or associated discounts in this respect.
6.1 The delivery costs will be displayed to you on our Delivery page.
6.2 From receipt of your order and payment in full, we aim to dispatch items within 7-10 working days, stock permitting. Please add an extra ten working days for large furniture items. For pre-ordered items, please refer to the date specified at the time of pre-ordering for delivery details. We will endeavour to fulfil your order by the estimated delivery date but we cannot guarantee this.
6.3 For stock purposes, each item requested constitutes an individual order. We will always attempt to consolidate multiple orders in one shipment. Due to stock and packaging requirements, products may be shipped over several days and in more than one package.
6.4 Please be advised that we recommend our customers are fully satisfied aesthetically with our lighting products on delivery, before booking any electrician appointments for installation.
6.5 We will not be liable for any costs incurred by you should your order arrive later than expected or the product is not to your satisfaction.
6.6 If your purchase consists of products in stock and also products on pre-order, the available products will be dispatched within our normal timeframe as specified above. However, if your pre-ordered items are due into stock within the next two weeks, we will hold your entire order to be able to make one delivery at the earliest opportunity.
6.7 If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know, and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for minor delays caused by the event, but if there is a risk of a substantial delay (i.e. a delay in excess of 28 working days), you may contact us to end the Contract and receive a refund for any products you have paid for but not received.
6.8 Delivery will be complete, and you will be fully responsible for the products, when we deliver the products to the address you gave to us or deliver the products in accordance with your other instructions (e.g. if you choose to collect the products from us).
6.9 You will own the products once we have received payment in full for the products.
6.10 If you order products from our Website for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. You must comply with all applicable laws and regulations of the country for which the products are destined, and we will not be liable for any breach by you of any such laws and/or regulations.
6.11 Shipping costs quoted at the time of your order for international shipments can be subject to change. If there are any increases to costs once your order has been packed in our warehouse, we will contact you to discuss these changes before we ship any items to you. If you require any further information related to deliveries please see our Delivery page.
7) YOUR RIGHTS TO END THE CONTRACT WITH US
7.1 You can always end your Contract with Us. Your rights when you end the Contract with us are described in more detail below:
(a) if what you have purchased is defective or misdescribed, please see section 9 below;
(b) if you want to end the Contract because of something we have done or have told you we are going to do, please see section 7.2 below; and
(c) if you have just changed your mind about the products, please see paragraph 7.3 below.
7.2 If You are ending the Contract for a reason set out at (a) to (d) below, the Contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are as follows:
(a) we have told you about an upcoming change to the products or these Terms which you do not agree to;
(b) we have told you about an error in the price or description of the products you have ordered and you do not wish to proceed;
(c) there is a risk that supply of the products may be significantly delayed because of events outside our control; or
(d) you have a legal right to end the Contract because of something we have done wrong.
7.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). As a consumer, you have a legal right to change your mind and cancel your Contract with us, pursuant to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your right to cancel the Contract begins on the date you place your order and ends 14 calendar days from the day after you receive the Products you have ordered.
7.4 How long do I have to change my mind? You have 14 calendar days from the day after you (or someone you nominate) receives the products unless the products are split into several deliveries over different days. In this case, you have 14 calendar days from the day after the day you (or someone you nominate) receives the last delivery, to change your mind about the products.
8) ENDING THE CONTRACT WITH US
8.1 Tell us you want to end the Contract. To end the Contract with us, please let us know by doing one of the following:
(a) Phone or email. Call our Customer Services team on 01993 845559 or email the team at email@example.com. Please provide your name, home address, details of the order (e.g.order number) and, where available, your phone number and email address.
(b) By post. Write to us at: Garden Trading, Carterton South Industrial Estate, Carterton, Oxfordshire, OX18 3EZ, including details of the order (e.g. order number) and provide your name and home address.
8.2 Returning products after ending the Contract. If You end the Contract for any reason after the products have been dispatched to you or you have received them, you must return them to us in their original condition. All products must be returned in their original packaging (including the outer box) and in the condition in which they were received. You must either return the Products in person to the address you collected them from, post them back to us to the following address: Garden Trading, Carterton South Industrial Estate, Carterton, Oxfordshire, OX18 3EZ, or (if they are not suitable for posting) allow us to collect them from you which may be subject to collection charges (please see section 8.4 below). Please call or email our Customer Services team (contact details are set out in section 1.2 above) to request a return label or to arrange collection. If you are exercising your right to change your mind and we have not offered to collect the products from you, you must post the products back to us within 14 days of telling us that you wish to end the Contract.
8.3 When we will pay the costs of return We will pay the costs of return:
(a) if the products are defective or misdescribed; or
(b) if you are ending the Contract because we have made you aware of an upcoming change to the product or these Terms, an error in the pricing or description of the product, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of returning any products.
8.4 Collection charges If you are responsible for the costs of return and we are collecting the product from you, we will charge you the cost of collection.
8.5 How we will refund you We will usually refund any money due to you using the same method originally used by you to pay for your purchase. However, we may make deductions from the refund, as described below in section 8.6.
8.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
(a) Products must be returned in their original condition. We may reduce any refund due to you to reflect any reduction in the value of the Product due to how you have handled it.
(b) The maximum refund for delivery costs will be the cost of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within a certain number of days at one cost but you choose to have the product delivered sooner at a higher cost, we will only refund what you would have paid for the cheaper delivery option.
(c)If you only cancel the Contract in respect of some but not all of the products in an order, you will not be entitled to a refund of the delivery charge as our delivery charges are charged at a flat rate per order and not by weight however, at our sole discretion, we may make an exception if a large furniture item is included in your order.
8.7 When your refund will be made.We will make any refunds due to you as soon as possible. If we have not yet dispatched the products before you cancel the Contract, we will process your refund within 14 calendar days of your cancellation. If we have dispatched the products before you cancel the Contract, we will process your refund within 14 calendar days after the day on which we receive the products back or, if earlier, the day on which you provide us with evidence that you have sent the products back to us. If we have offered to collect the products, your refund will be made within 14 calendar days of your cancellation.
Please see our Returns Policy for further information on how to return your Products.
9) DEFECTIVE PRODUCTS
9.1 Nothing in these Terms affects your legal rights in respect of products which are defective or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office.
9.2 How to inform us about a problem with the products . If You think that a product is defective or mis-described please contact us as soon as possible to enable one of our Customer Services team members to advise you on how to return your items. You can contact our Customer Services team using any of the methods set out at section 1.2 above.
9.3 Your obligation to return potentially defective products. If You wish to exercise your legal rights to reject potentially defective products, you must either return the products in person to the address you collected them from or post them back to us at: Garden Trading, Carterton South Industrial Estate, Carterton, Oxfordshire, OX18 3EZ, or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call or email our Customer Services team
9.4 All returns for potentially defective products will be examined once they have been received by us, and we will notify you, within a reasonable period of time, if you are entitled to a replacement or a refund.
10) OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
10.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking these Terms, however we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if, at the time the Contract was made, it was contemplated by you and us.
10.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. We do not exclude or limit in any way our liability: (a) for death or personal injury caused by our negligence; (b) under section 2(3) of the Consumer Protection Act 1987; (c) for breach of the terms implied by sections 12 to 15 of the Sale of Goods Act 1979; (d) for fraud or fraudulent misrepresentation; or (e) for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
10.3 We are not liable for business losses. We have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
12) INTELLECTUAL PROPERTY
12.1 Unless otherwise stated, the copyright and other intellectual property rights in the content on the Website are owned by us or our licensors.
12.2 No part of the Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or Website without our prior written permission.
12.3 You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of any material and content on the Website.
13) THIRD PARTY WEBSITES
13.1 Links to third party websites on the Website are provided solely for your convenience. If you use these links, you leave the Website. We have not reviewed any of these third party websites and do not control and are not responsible for these third party websites, including their content or availability. We therefore do not endorse or make any representations about them, or any material found on those sites, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to the Website, you do so entirely at your own risk and we will not be liable in that regard.
14) OTHER IMPORTANT TERMS
14.1 We may transfer this Contract to someone else. We may transfer our rights and obligations under these Terms to another organisation, but this will not affect your rights and obligations under these Terms.
14.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.
14.3 Nobody else has any rights under this Contract. This Contract is between you and us. No other person shall have any rights to enforce any of its terms.
14.4 If a court finds part of this Contract illegal, the rest will continue in force. Each of the sections in these Terms operates separately. If any court decides that any of them are unlawful or unenforceable, the remaining sections will continue in full force and effect.
14.5 Even if we delay in enforcing this Contract, we can still enforce it later. If we do not insist upon strict performance of any of your obligations under these Terms, or if we do not enforce any of our rights against you, this shall not mean that we have waived such rights or remedies and will not mean that you do not have to comply with those obligations.
14.6 Which laws apply to this Contract and where you may bring legal proceedings. These Terms and any claim or dispute arising in relation to a Contract will be governed by English law. You and we agree that the courts of England and Wales shall have non-exclusive jurisdiction to settle any such claim or dispute. If You live in Scotland You can bring legal proceedings in respect of the Contract in either the Scottish or the English courts. If You live in Northern Ireland, you can bring legal proceedings in respect of the Contract in either the Northern Irish or the English courts.
15) CHANGES TO THESE TERMS
15.1 We may amend these Terms from time to time to reflect changes in relevant laws and regulatory requirements, market conditions, technology, payment methods or our system’s capabilities. The date at the top of this page will be amended each time these terms are updated.
15.2 Every time You order products from us, the Terms in force at the time of your order will apply to the Contract between you and us.
15.3 If We have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and we will let you know how to cancel the Contract if you are not happy with the changes.
16) GTC GIFT VOUCHERS AND E-VOUCHERS
16.1 GTC gift cards and e-vouchers can be used to purchase products online on our consumer website at www.gardentrading.co.uk, over the telephone by calling our Customer Services team on 01993 845559 or in our Oxfordshire Office.
16.2 Gift cards/vouchers may not be exchanged for cash.
16.3 If the products purchased amount to less than the value of the gift card/e-voucher, the remainder of your balance will be stored on the card for future use within 12 months of the date you last used the gift card/voucher. You can view your balance by contacting our Customer Support team.
16.4 When redeeming the gift card/voucher online or over the telephone, you will be required to provide the serial number of the voucher.
16.5 Gift cards/vouchers are void if the serial number has been removed.
16.6 If you cancel the Contract in respect of products you have purchased using a gift card/voucher, you will be issued with a replacement gift card/vouchers. This does not affect your statutory rights.
16.7 Gift cards/vouchers expire 12 months from the date of issue, and any balance remaining on the card after this period has lapsed will be lost.
17) PRODUCT GUARANTEE
17.1 All Products purchased from us are guaranteed to the original purchaser for 12 months from the date of delivery against manufacturing faults, and this period is extended to 2 years for all furniture, outdoor sofa sets & dining tables (excluding our Bistro and Dean Street collections). If you have reason for complaint, please email our Customer Services Team (contact details are set out at section 1.2 above). You will usually be advised to return the items back to us for inspection in accordance with section 9.3 above, and to email to us photographs of the affected product together with your proof of purchase. If we agree that the product in question suffers from a manufacturing fault then we will at our option, either issue you with a replacement (depending on stock and availability) or we will issue a full refund.
17.2 Terms of Guarantee:
- a) There is no additional cost for our guarantee, which is applicable from the date of delivery.
- b) Our guarantee only applies if the product is used in conformity with the stated product and usage specifications (according to the specification and product label).
- c) Our guarantee only covers situations where products are used in a domestic environment.
- d) We reserve the right to replace parts rather than a complete item at our discretion.
- e) If a claim is raised against a product that is no longer available (i.e. removed from sale), an alternative item of the same/similar value or a refund will be offered instead.
17.3 The Guarantee does not cover damage or faults caused by:
- normal wear and tear (e.g. scratches and scuffs);
- accidental damage (e.g. dropping the item);
- negligence or misuse (e.g. failure to follow care and use instructions);
- exposure to any unintended mechanical and/or chemical stress;
- repairs or work carried out by a third party; and
- any alteration or personalisation whatsoever.
18) WEEE COMPLIANCE
In 2007, the United Kingdom saw the introduction of the Waste Electrical and Electronic Equipment (or “WEEE”) Regulations, which are designed to reduce the amount of electrical and electronic equipment (or “EEE”) ending up in landfill. The WEEE Regulations encourage reuse, recycling and recovery.
Any product that relies on electricity or battery power to perform its primary function is classed as EEE. A GTC product covered by WEEE Regulations features a crossed-out wheelie bin symbol. This is present either on the product itself, or on its packaging. This symbol encourages you to dispose of the product separately to other household waste, when it reaches the end of its life.
As both a producer and distributor of EEE, we are pleased to offer you the facility to recycle your old electrical items when purchasing a new, like-for-like item from us. Once you have completed a new purchase, you can drop off your old item at our Carterton Office, located at: Carterton South Industrial Estate, Carterton, OX18 3EZ.
Alternatively, our collection service option is also available for large EEE when you purchase new, equivalent products from us. In compliance with the WEEE regulations regarding the collection of EEE products from your home, you will be charged for this service. Please email our Customer Services team at firstname.lastname@example.org for further assistance.
For more information on the WEEE Regulations, please visit Recycle Now, or get in touch with your local council who will help you discover the location of your nearest WEEE recycling site, if you decide to manage the disposal of an old appliance yourself.