Garden Store Policies, Terms & Conditions
At Oasis Gardening, we only want to send you plants and products that are in perfect condition - in the same condition as we would wish to receive them ourselves. So, we inspect everything carefully before it is dispatched to make sure it's in the best possible condition. We also do our utmost to package and protect everything so that it doesn't get damaged on its way. However, if you do have a problem, here is what to do:
Contact Customer Services
In the first instance, please use the form on the Contact Us page to let us know about your problem. We will then deal with your problem and telephone you and / or email you back as appropriate.
If we have sent you something you hadn't ordered please use the form on the Contact Us page to inform us of the problem within eight days of receiving the Goods. You can then return it to us within 28 working days unused and in its original packaging and you will not be charged for the item.
Damaged In Transit
If your purchase is damaged in transit, please use the form on the Contact Us page to inform us of the problem within eight days of receiving the Goods. You can then return it within 28 days and can either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.
Damaged or Defective Products
If you receive a product that is defective, please use the form on the Contact Us page to inform us of the problem within eight days of receiving the Goods. You can then return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging. If the product is covered by a manufacturer's warranty, please contact the manufacturer directly.
Damaged or Defective Plants
If you receive a plant that is in bad condition when you take it out of the box, please use the form on the Contact Us page to inform us immediately of the problem. We will then ask you to send us a photograph so that there is no doubt as to it's condition on arrival with you, as opposed to what it looks like by the time you return it to us. Please take into consideration that plants may look different depending on what time of year it is. For example, a deciduous shrub ordered in the winter will be leafless, but that doesn't mean there's anything wrong with it. However, provided that you notify us within eight days of receiving the defective plant we will be happy to arrange for a refund or replacement once we have received the pictures and determined the cause of the problem.
One year Guarantee on Plants, shrubs, trees and perennials
Our plants (all fully hardy shrubs, trees and perennials, excluding annuals and biennials) are all guaranteed for one year after you've bought them. If the plant fails in the first 12 months, please use the form on the Contact Us page to inform us immediately of the problem. We will then ask you to send us a picture of the plant along with your order reference number. Once we have determined the cause of the problem we will endeavour to replace it or refund you. This guarantee does not include any plants damaged due to lack of watering or lack of proper horticultural care. You will be charged for delivery on replacement items.
To cancel an order, please send us a message using the Contact Us form with full details of the order you are cancelling. A charge may be made if the cancellation is done after the order or a part of the order has been dispatched.
You can return anything you're not happy with within 15 days of receiving it provided you use the form on the Contact Us page within 8 days of receipt to advise us you are returning it. Please ensure that the item is returned to us in its original condition with all the original manufacturers packaging in tact.
We will not pay the costs of returning an item to us.
Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return things.
General Terms & Conditions
By purchasing goods from Oasis Gardening you enter a legally binding agreement with us on the following terms. You should read and understand these terms because they affect your rights and liabilities. These terms describe the basis for purchase by you and sale by us of the products described on this web site.
Definitions and interpretation
In these terms the following words have the following meanings.
The contract for the sale and purchase of the Goods;
We will deliver only to addresses in England, Wales, Scotland, Northern Ireland and the Channel Islands. Within these areas, some addresses may incur increased delivery costs e.g. the Isle of Wight, the Isle of Man, the Scottish Offshore Isles, Scottish Highlands, Northern Ireland and Channel Islands. These costs can be found on the Postage page and will be applied at checkout.
The range of plants and garden products which are available for purchase from our web site in accordance with the terms;
The Web Site
Our presence on the world wide web, currently accessible via the address www.oasisgardening.co.uk
The Seller, we, or us
Oasis Gardening, whose trading address is Star Crossing Cottage, Star Crossing Road, Cilcain, Mold, Flintshire, CH7 5NW.
Basis of the sale
An agreement for us to sell you Goods is made on these terms when we accept an order made by you via our Web Site. The description of the Goods, the price, VAT, insurance and delivery costs are set out in the order page. We will confirm acceptance of your order on-screen.
We aim to give you a clear idea of the nature of the plants we sell. However, you appreciate that there are inevitably slight variations in size, shape and colour between different specimens. Illustrations, descriptions and other information relating to particular plants are approximate and for guidance only. We may in our sole discretion from time to time vary the nature of the Goods from that advertised without notice to you, so long as these variations are not material alterations.
Details of the order
The quantity, quality and description of the Goods will be those set out in your order (if accepted by us).
Orders are accepted at our sole discretion but are normally accepted if the Goods are available, the order reflects current pricing, you are based in the Delivery Area, you have selected and paid the appropriate delivery charges (including the higher delivery charges where required due to delivery address location) and your credit or account card is authorised for the transaction.
The Goods which can be ordered via our Web Site are only available for delivery to you if you are based in our Delivery Area.
Price of the Goods
If the price of the Goods increases between the date we accept your order and the delivery date, we commit that you will be charged the price which applies at the time of ordering. Similarly, if the price of Goods falls between the date we accept your order and the delivery date, you will be charged the price which applies at the time of ordering.
Our charges for transport, packaging and insurance are detailed on the postal costs page and are added during the checkout process to be included in the total price for the Goods.
We will charge your credit or debit card account for payment upon receipt of order. We accept no liability if a delivery is delayed because you did not give us the right payment details.
If it is not possible to obtain full payment for the Goods from your account at the time of ordering, the order will not be processed.
We will take all reasonable care to keep all information connected with your order secure but we cannot be held liable for any loss that you may suffer if a third party obtains unauthorised access to any data, including credit and account details you provide when accessing or ordering from this Web Site, unless this is solely due to our negligence.
We will deliver the Goods to the address you specify for delivery in your order. It is important that this address is accurate. We cannot accept any liability for any loss or damage to the Goods once they have been delivered in accordance with your delivery instructions.
Most items will be dispatched within three working days. Where this is not possible, we will endeavour to dispatch within 14 days, however, delivery times are not guaranteed. If delivery is expected to be delayed beyond 14 days, we will email you to notify you that the delivery date has been extended. You will have the option to cancel your order if the revised delivery time is not acceptable to you.
Risk and ownership
Risk of damage to or loss of the Goods passes to you at the time of delivery to you or, if you fail to take delivery at the agreed time, the time when we tried to deliver.
You will only own the Goods once they have been successfully delivered and when we have received cleared payment in full. Goods supplied are not for resale.
We aim to provide high quality plants and products to our customers. Accordingly, we warrant that where the Goods are products and not already covered by a manufacturer's guarantee, they will meet their specification and will be free from defects in materials and workmanship at the time of delivery. Where the Goods are hardy plants, we warrant that they are covered by a one year guarantee. If the plant should die of natural causes up to one year after they have been delivered, we will replace it free of charge (although we will have to charge for delivery). We further undertake that they will be in good condition at the time of delivery and will be of the type ordered, or if that type is not available we will let you know by e mail and, if possible, suggest a suitable alternative which is available. If you do not want the alternative suggested, you will be entitled to order another plant or cancel your order, as you wish.
The availability, price and colour of plants we sell to you may vary according to seasonal and market availability. We will endeavour to confirm these details when we confirm your order for the plants or prior to delivery. If there have been any material variations, you will have the option of cancelling your order.
If you have a valid claim in respect of any of Goods which is based on any defect in their quality or condition or their failure to meet specification in accordance with the Contract, and you have returned the Goods within a reasonable time, you will be entitled to choose either a refund of the price of the Goods or replacement Goods free of charge.
We shall not be liable to you in connection with any contract, in tort (including negligence), contract or otherwise for any loss of profit, anticipated savings or data that your business may suffer.
These terms and conditions do not affect your statutory rights as a consumer.
We will continually improve the Goods, so changes to them may be made at any time. We will use reasonable commercial endeavours to keep the Web Site up to date but the information and specifications given are for your information only and are subject to change without notice. Pictures on the Web Site are generally accurate but variations in colour, shape and size must be expected.
The content of the Web Site is directed solely at those who access the site from addresses within the Delivery Area.
We assume no responsibility for the contents of any other web sites to which this Web Site has links.
Matters out of our control
We will not be liable to you or in breach of the Contract for delay or failure to perform due to a cause beyond our reasonable control.
All of the written, photographic, design and audio content of the Web Site together with the selection and arrangement of it and all software compilations are our copyrighted property or that of the people who have granted to us the right to use it and is protected as such. All rights reserved.
None of this material may be used without our written permission. You may download or print a single copy for your own non-commercial off-line viewing.
All names, logos, slogans, or other phrases may be a trade mark of ours or another person or corporation. Any unauthorised use of a trade mark is unlawful.
We reserve the right to make changes to this Web Site and these terms at any time.
If you wish to complain about any aspect of our service, in the first instance, please complete the form on the Contact us page detailing your problem / complaint. We will then deal with your problem and telephone you and / or email you back as appropriate.
Emails to you will be to the address you specify to us. It is important that you give us an accurate and valid e-mail address and contact telephone number and tell us of any changes to them.
If either we or you fail to enforce a right under these terms, that failure will not stop us or you from enforcing the other rights, or the same type of right on a later occasion.
To the extent that any provision of these terms is found by any court or competent authority to be invalid, unlawful or unenforceable in any jurisdiction, that provision will be deemed not to be a part of these terms, it will not affect the enforceability of the remainder of these terms nor will it affect the validity, lawfulness or enforceability of that provision in any other jurisdiction.
The headings in these terms are for convenience only and will not affect their interpretation.
Governing law and jurisdiction
These terms will be governed by English law and any disputes will be resolved exclusively by the English Courts.
Unless otherwise stated, discount codes do not apply to postage charges.
Security and privacy
At Oasis Gardening, we take your privacy very seriously. If you place an order with us, we will obviously need to collect certain personal information to be able to process and deliver your order. We will also collect, retain and share your data as a record of the sale to help resolve with any issues you may have with the product in the future, to manage our site and to respond to any communications from you. We will not pass on your personal information to third parties for promotional and marketing purposes.
Once we have fulfilled your order, you may be emailed to ask if you want to receive emails from us at Oasis Gardening so we may keep you up to date with our latest offers, new products and our general gardening information and newsletter. If you don't wish to receive these emails, simply ignore our email and you will receive no marketing and promotional emails. If you do decide to let us email you, but later change your mind, then all you have to do is use the enquiries form on the Contact Us page on our website.
What Does This Policy Cover?
- The right to be informed about our collection and use of personal data;
- The right of access to the personal data we hold about you;
- The right to rectification if any personal data we hold about you that is inaccurate or incomplete;
- The right to ask us to delete any personal data we hold about you;
- The right to prevent the processing of your personal data – though we may be unable to process your order as a result;
- The right to obtain a copy of your personal data;
- The right to object to us using your personal data for particular purposes; and
- Rights with respect to automated decision making and profiling.
If you have any reason for complaint about our use of your personal data, please contact us and we will do our best to solve the problem for you. If we are unable to help, you also have the right to lodge a complaint with the UK’s supervisory authority, the Information Commissioner’s Office. For further information about your rights, please contact the Information Commissioner’s Office or your local Citizens Advice Bureau.
What Data Do We Collect?
- name or business/company name;
- email addresses and telephone numbers;
- product purchase information;
- demographic information such as post code, preferences, and interests;
- financial information such as credit / debit card numbers;
- IP address;
- web browser type and version;
- operating system;
- a list of URLs starting with a referring site, your activity on our site, and the site you exit to.
How Do We Use Your Data?
We may use your data for the following purposes:
- Primarily supplying products to you - please note that we require your personal data in order to enter into a contract with you;
- Providing and managing your account and access to our site;
- Supplying you with emails to fulfil your order or subsequent product queries connected with your purchase;
- Personalising and tailoring your experience on our site;
- Personalising and tailoring our products for you;
- Analysing your use of our site and gathering feedback to enable us to improve our site and your user experience;
- With your permission and/or where permitted by law, we may also use your data for marketing purposes which may include contacting you by email or post with information, news and offers on our products. We will not, however, send you any unsolicited marketing or spam.
Any data collected as part of a completed ordering process will be retained, unless you request that it be removed. This data is retained primarily in case there is a query or problem with a product. For example, some cover products have a manufacturer’s guarantee of five to seven years. We do not use sales customer data for marketing purposes – you would need to opt-in to being contacted. Any data collected as part of our marketing newsletter will be retained. When you unsubscribe from our marketing, you will no longer be contacted for marketing purposes, but the data may be retained unless you request that it be removed. Some data may be retained for sales analysis purposes. You have the right to withdraw your consent to us using your personal data at any time, and to request that we delete it.
We may compile statistics about the use of our site using Google Analytics including data on traffic, usage patterns, user numbers, sales, and other information. All such data will be anonymised and will not include any personally identifying data.
How and Where Do We Store Your Data?
All personal data is processed and stored securely.Create, our website host, uses servers that are currently located within the EEA, in Belgium, through Google. Customer data may be sent to services outside of the EEA in order for Create to provide the hosting service. All services that may process customer data, inside or outside of the EEA, have been validated by Create to ensure they comply with the GDPR and other legal frameworks that apply, as well as ensuring adequate security measures are in place. You are deemed to accept and agree to this by using our site and submitting information to us.
Any customer details retained on computer files are password protected.
We will not share any of your data with third parties apart from the need to process your order and manage our website and communications.
We will supply data to third parties to help manage processing of sales and the operation of our website:
- Shipping Companies (such as Yodel, TNT, ParcelForce or Royal Mail etc.) to fulfil sales orders, such as name, address, telephone number, email address and product details if applicable;
- Payment Processors - the payment details are provided directly to our payment provider (payment details are not held by us);
- Customer communications management (such as Zendesk), whose content appears on our site and may use third party cookies;
- Google Analytics to monitor website traffic and performance (only anonymised data is collected);
- Email processing companies (such as Mailchimp) may be used to process email newsletters, if you have opted into this service;
- We may pass on your data to third party product suppliers to obtain replacement products or replacement parts for orders you have made;
- Occasionally we may obtain products directly from suppliers and third party retailers and so supply your data to them;
- In certain circumstances, we may be legally required to share certain data held by us, which may include your personal data, for example, where we are involved in legal proceedings, where we are complying with legal requirements, a court order, or a governmental authority.
Please note that we do not control the activities of such third parties, nor the data they collect and use and advise you to check the privacy policies of any such third parties.
How Can You Access Your Data?
You have the right to ask for a copy of any of your personal data held by us (where such data is held). Under the GDPR, no fee is payable and we will provide any and all information in response to your request free of charge. Please use the Contact Form on the Contact Us page of the website.
Our site uses different types of cookies as standard:
- Essential Website / Session Cookies - These are strictly necessary cookies that enable your site to function as intended.
- Site Analytical / Performance Cookies - These cookies collect information about how visitors use a website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. It is only used to improve how our website works and for website performance analysis purposes.
- Third party providers needed for the functioning of the site, to analyse its performance, or manage communications include e.g. Create (the website host), Google Analytics (for performance analysis) and Zendesk (our customer email contact management service). We advise contacting these third parties to find out details of any potential cookies that may be present from using part of their service.