Customer Service

Shipping & Delivery
DELIVERY ON PROMOTIONAL OFFERS CAN BE ARRANGED PLEASE CALL TO DISCUSS
Delivery is FREE all orders over £100.00 to most UK mainland destinations, excluding Scotland. Extra charges may apply on some products/destinations. If the delivery address is at an offshore or remote mainland area for example the Channel Islands, Northern Ireland, Isle of Man, Isle of Wight, BFPO (British Forces Post Office) addresses, Orkney, Shetland and Scottish Isles or Highlands delivery date extensions and/or extra charges may be applicable, if you feel you may be located in such an area, please make us aware when placing the order. If this is the case we will notify you of the charges upon receipt of the order. When you order, the option to specify a separate delivery and billing address will be available.
Providing that you supply us with the correct contact details when placing your order we endeavour to send out a confirmation email. This will contain your order reference number and estimated delivery time. You may track your order at any time by contacting us. We endeavour to deliver within 14 days. If we are unable to deliver within this time then we will contact you with an estimated delivery time and will proceed with the order only if you are happy with this. Should we not be able to provide the item ordered we will contact you and offer a full refund or alternative product if applicable. Larger items will be delivered on a pallet and will need suitable room and access for delivery. Due to the nature of external contract delivery, additional delivery charges are outside our control and the Company will not be held responsible for such costs. By agreeing to the terms and conditions you are also agreeing to accept additional delivery charges should your postcode/area necessitate these as detailed or notified to you.
You are also agreeing to be bound by all terms and conditions that delivery companies have which are associated with us. These can be obtained by the companies own individual websites. Any times or dates stated on our website or emails regarding delivery are estimates only. Urban Garden Products Ltd endeavours to deliver within 14 days, but does not accept liability whatsoever for any failure to deliver within that time. Orders received on Saturdays, Sundays or public holidays and Orders received after 1pm on weekdays, will be processed the next working day. We do not normally deliver on Saturdays, but where we can and we agree to an additional charge will be levied.
We do not deliver at all on Sundays or public holidays. Whilst we agree to use all reasonable endeavours to ensure that delivery is made around the delivery time advertised, you will acknowledge that actual delivery is often via third party suppliers and carriers and can therefore be beyond our control. Incorrect personal details may lead to problems or delays in delivery, so before placing your order, please ensure that you have included the full address details, including accurate postcode of the Delivery address and your daytime contact telephone numbers and e-mail address so we can notify you in the event of a delivery problem. If you are not going to be in to accept delivery and you wish the goods to be left please notify us before delivery or leave a signed note on your door to this effect.
Please note that our standard delivery service is a one man delivery with a kerb side delivery only.
Privacy & Security
You are responsible in all respects for all use of and for protecting the confidentiality of any username, email verification and password that may be given to you or selected by you for use on our website. You may not share these with or transfer them to any third parties. You must notify us immediately of any unauthorised use of them or any other breach of security regarding our website that comes to your attention. Unless otherwise specified all content and materials published on our website are presented solely for your private, personal and non-commercial use. Our website is controlled and operated by us from our offices in England. Where content published on our website is supplied by third parties, you understand that we do not control or endorse such content in any way. All content which is offered by third parties that are not affiliated with or otherwise connected with us, is published in good faith but we do not (to the extent permitted by applicable law) accept responsibility for the accuracy or otherwise of such content (whether published on or offline) and the use of such content except for content which relates directly to Products you purchase. You assume total responsibility and risk for your use of our website and use of all information contained within it.
We have used our best endeavours to ensure that our website complies with UK laws. However, we make no representations that the materials on our website are appropriate or available for use in locations outside the UK. Those who visit our website from other locations do so on their own initiative and are responsible for compliance with all applicable laws. If use of our website and/or viewing of it, or use of any material or content on our website or services, or products offered through our website are contrary to or infringe any applicable law in your jurisdiction(s), you are not authorised to view or use our website and you must exit immediately. Urban Garden Products Limited makes no representations and gives no warranties, express or implied that making the Products available in any particular jurisdiction outside the UK is permitted under any applicable non-UK laws or regulations. Accordingly, if making the Products or any part available in your jurisdiction or to you (by reason of nationality, residence or otherwise) is prohibited, those Products are not offered for sale to you. You accept that if you are resident outside the UK, you must satisfy yourself that you are lawfully able to purchase the Products. Urban Garden Products Limited accepts no liability, to the extent permitted by applicable laws, for any costs, losses or damages resulting from or related to the purchase or attempted purchase of the Products by persons in jurisdictions outside the UK or who are nominees of or trustees for citizens, residents or nationals of other countries.
The contents of our website are protected by international copyright laws and other intellectual property rights. The owner of these rights is Urban Garden Products Limited, its affiliates or other third party licensors. All product and company names and logos mentioned in our website are the trademarks, service marks or trading names of their respective owners, including us. You may download material from our website for the sole purpose of placing an Order with Us or using our website as a shopping service. However, you may not modify, copy, reproduce, republish, upload, post, transmit or distribute, by any means or in any manner, any material or information on or downloaded from our website including but not limited to text, graphics, video, messages, code and/or software without our prior written consent, except where expressly invited to do so. Urban Garden Products Limited makes no representations whatsoever about any other websites which you may access through our website or which may link to our website.
When you access any other website you understand that it is independent from us and that we have no control over the content or availability of that website. In addition, a link to any other website does not mean that Urban Garden Products Limited endorses or accepts any responsibility for the content, or the use of, such a website and Urban Garden Products Limited shall not be liable for any loss or damage caused or alleged to be caused by or in connection with use or reliance on any content, Products or services available on or through any other website or resource. Any concerns regarding any external link should be directed to its website administrator or web master.
Returns & Replacements
Before you request or arrange the return of a product, please read the information below carefully. Please note that if applicable, all parts must be checked before assembly to make sure they are all there and that you are happy with the quality, once fully assembled has been commenced the purchase price cannot be refunded. You may return any delivered product(s) you have purchased within 7 working days after day of delivery for any reason (including if you simply change your mind). To do so you must notify us in writing via email to sales@urbangardenfurniture.co.uk or via the postal system to the address in section 2 stating the reason for the return.
If you are returning a product for any change of mind reason you must arrange to return the products to us or our suppliers and you will be responsible for any charges incurred. All returned products must be returned ‘as new’; if you have opened the package you must have done so without damaging or marking the product. All items will be checked upon return before the relevant action is taken. All items are to be returned within 30 days of cancellation. Please note you have a duty of care to make sure that the items are sufficiently packaged to prevent damage occurring during their return. Failure to ensure this may result in action being taken against you for damaged items. If the item is damaged on arrival at our point of delivery we will notify you and you may need to make a claim against your carrier. The goods may then be collected from us. We cannot process a refund for damaged goods. In all cases for damaged items or broken items on delivery where you wish to cancel the order and return the goods (damage must be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item you are returning. This will be at our discretion. Electronic files should be forwarded to us by email to sales@urbangardenfurniture.co.uk and we will obviously also accept printed media via the postal system. We will then collect the item(s) from you if applicable, you will receive a full refund once the goods have been delivered to us and have been inspected. We cannot accept back for a full refund any item which has been assembled, incorrectly assembled causing a fault, accepted or used. Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage.
The goods remain your responsibility until received by ourselves. In all cases for damaged items or broken items on delivery where you wish to have a replacement or parts sent (damage to be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item. This will be at our discretion. Electronic files should be forwarded to us by email to sales@urbangardenfurniture.co.uk and we will obviously also accept printed media via the postal system. We can then arrange to send replacement parts or if this is not possible we can then arrange to collect the item(s) from you. Once the goods have been returned we will then issue a replacement within our normal delivery schedule. Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves. We cannot accept any claims for damages after 48 hours.
If the product delivered is not what you ordered, or does not correspond fully with its item description and you wish to discuss this please notify us immediately. The delivery note which you sign will clearly state how many parcels should be delivered. If parcels are missing on delivery please sign the delivery note and write on the delivery note how many parcels were actually received. Please notify us within 48 hrs (2 working days) of delivery on sales@urbangardenfurniture.co.uk detailing the parcels missing. If we receive a signature on a delivery note stating that all parcels have been delivered we cannot accept any claims after this for missing parcels. We cannot accept liability for part(s) missing if they are reported more than 7 days after delivery. We will not accept returns or cancellations if the product(s) have been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own. While in your possession, you must keep any products you intend to return to us in good condition.
Products must be returned in the same condition as they were delivered and it is your responsibility to take reasonable care of these items. If products were delivered flat packed they must be returned in the same way including complete disassembly. Care must be taken to ensure the returned products are packed well to avoid damage or loss of parts in transit, the products remain your responsibility until they are received by us in an undamaged condition. Your statutory rights are not affected.
Ordering
 
To Order a Product you will need to follow the Ordering procedures set out within these conditions. Details of Procedures, Products, Prices, Payment and Delivery are displayed on our website. You will be given clear instructions on how to navigate our simple on-line ordering process and you shall be required to provide us with your personal details. If goods are required for a specific purpose which is over and above the item description or what is reasonably expected of the goods this needs to be notified to us at the time of purchase. By clicking on the 'Proceed' button on the order form you are consenting to our Terms and Conditions.
If you have a comment, concern or complaint about a Product you have purchased from us, please contact us via email at sales@urbangardenfurniture.co.uk Or by Post to: Customer Services, Urban Garden Products Ltd, 20 Long Looms Great Barrow, Chester CH3 7JL Prices listed are in GBP and are inclusive of Delivery costs and VAT (exceptions may apply, please see section 5 "Arranging and Anticipating Delivery" section below). We may change the advertised price of a Product at any time. The price you pay will be the price in force at the time of your Order. The Price on your Order will be validated by us as part of the acceptance procedure. We try to ensure prices displayed on our website are correct at all times.
Should a Pricing error arise, we will inform you if a Product's correct price is higher or lower than that stated on your Order and you may choose to either proceed with or Cancel the Order.
Payment, Pricing & Promotions
Payment is by credit or debit card, we accept MasterCard, Visa, Switch, Solo, Delta or Maestro and Paypal and payment is taken when we receive your order. The price you pay is the price displayed on this website at the time we receive your order (and any applicable additional Delivery charges) apart from the following exception: - While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it.
If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. Urban Garden Products Limited is entitled to refuse any order placed by you. All orders that you place on this website will be subject to acceptance in accordance with these terms and conditions. The 'confirmation' stage sets out the final details of your order. Following this, we will send to you an order acknowledgement email detailing the products you have ordered. Please note that this email is not an order confirmation or order acceptance. Acceptance of your order and the completion of the contract between you and us will take place on despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.
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. On-line and telephone order payments are processed via our secure payment system. .