HEVER TORTOISE WORLD^® TERMS AND CONDITIONS

By using any of our services or purchasing products from us, you agree to abide by all our Terms and Conditions and this constitutes as a legally binding contract between you and Hever Tortoise World^® ltd.

IF YOU DO NOT AGREE TO ANY OF THESE TERMS, PLEASE, DO NOT USE OUR SERVICES.

Please, be advised that when booking our Services or purchasing Products, our Terms and Conditions will always supersede any other Terms and Conditions. Please, familiarise yourselves with the following Terms and Conditions before booking our Services or buying Products from us. From time to time, we may change/add new conditions without prior notification, please check our website regularly.

T &C s FOR SELLING

DELIVERY/SHIPPING

Currently, we only dispatch Orders within the UK (Mainland UK and Islands) and do not deliver to Northern Ireland or Republic of Ireland due to the strict Plant Biosecurity Regulations.

We offer delivery options provided by both Royal Mail and Evri, but we may use other couriers during busy seasons.

We use Tracked Delivery Service, 24 and 48 hr. Next day delivery is NOT Guaranteed. Please, be aware that we sometimes have to adjust our delivery prices in line with our Couriers’ prices.

Most orders are dispatched Monday – Friday. However, orders for Fresh Weeds/Flowers/Leaves, Super Foods or Live Plants placed on a Thursday afternoon, on a Friday and at Weekends will be dispatched the following Monday (unless it is a Bank Holiday, in which case it will be on a Tuesday following the Bank Holiday Monday) to ensure these products arrive at their best quality. During very busy periods of time, Orders may be dispatched on a Tuesday. As these products are Perishable we dispatch them by Royal Mail Tracked 24 Service in most instances.

Please, check your emails so that you know when to expect your parcel. If you are not going to be in on the day of delivery (for Fresh Products and Live Plants especially), it is a good idea to notify the Courier via the link they will send you to inform them of the safe place/neighbour where your Parcel can be left if you are out, due to the perishable nature of our products as they will deteriorate rapidly the longer they stay in transit.

Please, be advised that we cannot compensate for late deliveries. 

Orders which do not contain Fresh produce/Live Plants will be dispatched Monday – Friday using your preferred choice of delivery. 

Please, unpack your order of Fresh/Live Plants as soon as you receive it and follow the instructions provided. This will ensure that the plants remain live and at their best quality for your animals.

Royal Mail provides some exclusions to the delivery times for Royal Mail Tracked 24 and Tracked 48 Services, whenever we use these Services. For Tracked 24 or 48 hour Service Royal Mail do not guarantee next day delivery – it is their aim only.

Please, note that sometimes, especially during busy periods for Royal Mail, deliveries may take longer to arrive. We may use Evri or another courier during those busy times.

We aim to dispatch orders within 24 – 48 hours of receipt of payment (unless an order falls on a Thursday afternoon right through the weekend).

Please, contact us if you have not received your item within the specified time also tracking your item (if you were provided with the tracking details). We will then contact Royal Mail, Evri or another courier to find out more information about your Order.

It is very important that you provide the correct address when placing an order. It is also your responsibility to ensure that you are available on the day to accept the scheduled delivery. If the item gets delivered to the wrong address, it can be very difficult to trace it and most items get lost. Items not received on the day of delivery will be rescheduled by the Courier for another day or a collection in person. Please, remember as your Order may contain Perishable Items, they may not be in the same fresh state they would have been if they were received on the day scheduled as you were not in/available to receive the Order. We cannot be held responsible in such circumstances. No refunds will be offered in these cases and a new order would have to be placed and paid for.

RETURNS & REFUNDS

As a consumer you have the statutory right to return the product(s) you purchased from us within 14 days of receiving them. We offer a longer return window of 30 days. Special instructions apply to Perishable items (please, see below). If you wish to return a product, please, get in touch with us within the 30 days starting from the day you received your product, so that we can provide the correct return address. The customer bears responsibility for returning the product to us and for paying the postage costs. Please, provide proof of posting when contacting us.

Products purchased in error need to be returned in original packaging in a saleable condition and have not been used. If the product is damaged/faulty or the wrong product was sent, we will refund the total cost including the return delivery cost, or if requested, we will send you a substitute product if it is in stock, once we have received and inspected the product(s). If the product is purchased in error, we will refund the cost of the product but not the return postage if the product is returned to us in a saleable condition in the original packaging and has not been used.

Please, return all purchased products to us no later than 30 days from the day you communicated your request to return. You can post the return item back to us using a postal/courier service of your choice. Please, obtain proof of sending.

Please, note, that cancellations of an order can be made before the order has been processed without any additional costs. Once the order has entered the dispatch process (the order has been processed), you can still cancel and return the goods but only once they have been delivered to you. Special conditions apply to Perishable items – please, see below.

Refunds are issued to the same account from which the original payment was made between 5 -10 working days.

Perishable Items such as Fresh Flowers/Weeds/Leaves, Super Food and the Living Bowls/Trays, and all Live Plants (including Plug plants) cannot be returned due to the live nature of these items. This does not affect your Statutory rights. We send all Live Plants by First Class Tracked Parcel Delivery Service Monday – Thursday to avoid them being in transit for long periods of time. Please, make sure you are available to accept the order when it is scheduled and unpack on the day of delivery. We take every precaution to ensure they are delivered in the best condition, however, if any of these items are damaged in transit and arrive in the sub-optimal condition, please, get in touch with us as soon as you unpack your order, sending us a photo within 24 hours or receipt of your items. We will then assess each situation individually.

Please, be aware that our liability for Live Plants is limited to providing healthy, fresh plants when we dispatch them to you and you receive them. We do not take any responsibility for plants that are not thriving in your care due to the growing conditions that you provide. It is the customer’s responsibility to read/research and provide the correct care that each Live Plant they purchase from us requires to grow well. Sometimes, after being in transit, they may look in sub-optimal condition (i.e. if it is too hot the plants may look wilted on arrival), but they should all spring back to life with good watering and the provision of correct, plant specific husbandry. We provide the most important information on the care of plants we sell on our website as well as the Care Leaflet supplied with each Plant Sale, which should be read and followed. Plants are live beings and require specific care and certain conditions to perform well. If these are not provided and the plants fail, the customer takes full responsibility for this. We are not liable for any such failures.

OFFERS AND PROMOTIONS

From time to time we run Offers and Promotions, which are subject to the following guidelines:

• All Offers are subject to availability. Sale items can be of limited stock and, although they may show to be in stock, we may occasionally run out of the item(s). In this instance we will notify you and either offer a refund or send a similar value item which is in stock.
• Some Offers and Promotions may exclude certain items. 
• In most situations, Offers and Promotions can only be redeemed once and may not be used in conjunction with other Offers or Promotions. For example, an Offer for your First order may not be used in conjunction with another Offer or on Sale items.
• Our Offers of a Free Delivery can change in value from time to time. Discounts are applied to the total value of the goods in your cart only. So, a Promotion of a Free Delivery on orders over £30.00, for example, applies when the value of the goods in your basket/cart is equal or greater than £30.00.
• Offers and Promotions are not transferrable and cannot be redeemed against previous orders.
• Offer/Promotions end dates may apply.
• We reserve the right to vary or withdraw our Offers and Promotions at any time and without prior notification.

LIMITATION OF LIABILITY

We do our utmost to dispatch the orders as soon as possible (and within 48 hours of receipt of payment). Sometimes, during very busy periods, it may take longer to dispatch and the Royal Mail or another courier we use can also take longer than expected to deliver the orders. Please, bear this in mind as we cannot accept responsibility for delayed orders due to Royal Mail or another courier delays during busy periods.

Please, note, we do not provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on our website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

Please, be aware that our liability for Live Plants is limited to providing healthy, fresh plants when we dispatch them to you and you receive them. We do not take any responsibility for plants that are not thriving in your care due to the growing conditions that you provide. It is the customer’s responsibility to read/research and provide the correct care that each Live Plant they purchase from us requires to grow well. Sometimes, after being in transit, they may look in sub-optimal condition (i.e. if it is too hot the plants may look wilted on arrival), but they should all spring back to life with good watering and the provision of correct, plant specific husbandry. We provide the most important information on the care of plants we sell on our website as well as the Care Leaflet supplied with each Plant Sale, which should be read and followed. Plants are live beings and require specific care and certain conditions to perform well. If these are not provided and the plants fail, the customer takes full responsibility for this. We are not liable for any such failures.

OUR PACKAGING

We are always on the lookout for the most suitable packaging solutions for our products that meet our customers’ needs. We currently send most of our dried foods, herbs and flowers in resealable plastic pouches. Although made of plastic, we have found these pouches to be the best solution for a number of reasons.

Firstly, they enable us to provide our products at the most competitive prices, affordable to our customers. Secondly, as they provide a good seal, they ensure that the products are protected from moisture, which can result in shorter shelf life, enabling excellent quality to be maintained. Thirdly, these pouches can be reused and recycled.

It is our Policy also that we use minimal packaging for our products, just enough to protect them during delivery. We try to avoid overpacking, which only results in increased waste going to landfill. Our packaging is widely recyclable and can be reused in a variety of imaginative ways! Further to offset our carbon footprint, every year we plant trees and shrubs to capture and lock the carbon from the atmosphere, thus reducing the negative impact that carbon has on our environment.

Full Terms and Conditions are available on our Website.

PRIVACY POLICY/GDPR

In line with the recent European Legislation General Data Protection Regulations that came into force on 25th May 2018, we are transparent on how and when we collect and use your data (Personal Identification Information (PII). In the course of the business, we may collect information about you such as your name, address and contact details which are gathered when you make an online booking with us or when you contact us with your enquiry or if you purchase products from us. This information is used only for the purposes of supplying you with the products or services you have purchased from us and to get in touch with you regarding these. It is not shared with third parties. For more information, please, visit our Privacy Policy.