Terms of Business
General
This website is operated by Van Meuwen a trading name of Plants Direct Limited. Your contract of supply is with Plants Direct Limited.
Orders can be placed by post, by telephone or via this website. When telephoning or using this website we accept the following credit/debit cards: Visa, MasterCard and Maestro. Our telephone lines are open 7 days a week from 9.00 am - 8.00 pm, but will be closed for the usual public holidays. As soon as your order is placed, payment will be debited and goods reserved for you. Cheques and credit cards are processed at the time of ordering. Invalidated credit cards and referred cheques result in your order being suspended, in which case we will write to you for further instructions.
In the event that an item is no longer available we will send a substitute of equal or higher value.
If you order several items, even to the same address, these will arrive in separate packages. Please do not be alarmed if the entire order is not received on the same day.
All items are despatched in good time to arrive between 3 and 24 December. However,we cannot deliver on specific dates.
The majority of our products are sent by first class post, except larger items that are despatched by Parcel Force. Should you anticipate a problem with the acceptance of delivery, we would be happy to include a short message for your postman on the address label to request delivery to a neighbour, or for items to be left in the garage etc. It is essential that you provide these special instructions at the time of placing your order, or at the earliest possible date to ensure we have time to amend the details prior to the order being selected for despatch. Please note that we cannot guarantee, nor be responsible for, the Royal Mail's non compliance of your instructions.
Despatch of the product by Van Meuwen constitutes acceptance of the order by Van Meuwen.
Please notify us as soon as possible, either by post, email or telephone, if you are unhappy with any aspect of your order. The customer services help line on 0844 557 1850 is open 9.00 am - 8.00 pm 7 days a week, where our dedicated staff will be happy to help. When calling, please have your customer number to hand as this helps our operators locate your details on the database. Please note that at peak season our telephone lines are very busy and we ask that you remain patient and calm until an operator becomes free to deal with your call. We understand that being kept waiting can be frustrating but our operators are always polite and we ask that you reciprocate their courtesy. We take all complaints seriously and appreciate the time and effort involved in notifying us of your complaint.
When writing to us, please mark your envelope 'Customer Relations Team' to clearly distinguish your correspondence from the other post. Please write legibly and provide us with as much detail as possible to allow us to fully deal with your enquiry in the most appropriate manner. If you have your customer number, this is always very helpful. We endeavour to respond promptly and efficiently to all enquiries as quickly as we can. Alternatively you can email us on care@vanmeuwen.co.uk
100% Customer Satisfaction
We promise to supply only top quality products securely packaged so they reach your recipient in prime condition.
* If any item does not come up to your, or your recipients expectations, we will offer a replacement (subject to availability), or credit, or refund the purchase price. Just notify us within 7 days of receipt of the goods.
* If the plants show no signs of healthy growth after potting or planting (where applicable), providing you, or your recipient followed exactly the instructions supplied, we will replace, credit or refund the purchase price if we are notified within 30 days of receipt of the order.
* If any item supplied in a dormant state (eg bulbs, bare root perennials) fails to flourish, let us know and we will endeavour to replace the product at the appropriate time or credit or refund the purchase price.
* Any plant or bulb that fails to grow true to name will be replaced, credited or refunded. We cannot accept responsibility for items that fail to grow due to extreme weather conditions, over or under watering, or which have not been cared for according to the easy-to-follow instructions supplied.
Our liability is restricted to the purchase price of the item ordered.
Refunds are only payable to the purchaser of the goods.
All refund claims must reach us no later than 16 February. Replacement requests should be made as early as possible to avoid disappointment. Any replacement request made after 16 December will not be despatched until early January, subject to availability.
Van Meuwen is committed to supplying high quality products to recreational gardeners and households for personal use. In accordance with the established custom of the trade, Van Meuwen will in no case be liable for more than the actual amount paid for a particular product on sale in the catalogues.