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Shop Terms

Terms and Conditions

These terms and conditions apply to the use of the www.planet14living.co.uk website and associated catalogues, which are operated by Planet 14 Landscapes, Ltd. References to Planet 14 Living as ‘we’, ‘us’ and ‘our’ shall be deemed References to ‘you’, and ‘your’ shall be deemed to be references to persons placing an order via the www.planet14living.co.uk website, as well as for telephone or postal orders. These terms & conditions also cover our emails and any other associated promotional activity.

By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not order through our website, emails or phone.

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by phone on 01255 831660 Monday to Friday 8am to 5pm or by email on jo@planet14living.co.uk .

Bramley’s
Crown Lane
Tendring
CO16 0BH.

Telephone: 01255 831660.

All calls will be charged at the local rate (BT users only, other network charges may vary), and both inbound and outbound calls may be recorded for quality monitoring and training purposes.

Orders

When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions.

By placing an order through our website you are making an offer to Planet 14 Living to purchase the goods outlined in your order upon the terms described in your order.

When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is needed so we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.

All prices on our website and emails are shown and charged are in GBP.

After placing an order online, we will provide you with confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted, charged, processed and despatched to you.

Please note that we will not be able to meet any obligations as a result of the following reasons:
• If the product you ordered is out of stock.
• We are unable to authorise your payment.
• If it is identified that there is a product description or pricing error.
• If customers do not reach any order criteria outlined in the Terms & Conditions.
• If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.
Should there be an issue with your order, one of our Customer Service team will contact you either by phone or email. If we have issues authorising payment, we will contact you via phone or email and you will have 72 hours to respond. Failure to do so will result in your order being cancelled.

Planet 14 Living reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from the Planet 14 Living website.

When placing an order, you will be added to our mailing and email list. However, should you wish to not receive mailings, please inform jo@planet14living.co.uk and we will remove you from our list.

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel.

PayPal Payments

Please note that you will be charged straight away for the whole value of the order. This is also the case of items which are pre-ordered which you will not receive straight away or with the rest of the in-stock items.

Deliveries

We use several different couriers for our deliveries depending on size, weight and number of parcels.

Please note that the courier will automatically selected depending on the above.

All delivery charges are subject to change depending on the delivery country, the size and the weight of your parcel. Our Customer Service team will contact you before despatching your parcel should this be the case and we may ask you for additional delivery charges.
Before you finalise and submit your order please ensure the delivery address is correct including the postcode.

Please also check your order confirmation as we will have to charge an additional fee should the parcel be despatched with an incorrect address on.

International Delivery is available on certain products. Delivery is charged in accordance with the size and destination address of the order as per the delivery cost at the time of order. However, should the volumetric weight be heavier when the parcel has been parcelled up we may ask for additional funds to cover the cost of the delivery.

All deliveries to destinations outside of the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges are outside of our control and you will be responsible for these payments.

If you contact us to that you have not received your order, we may ask you to check around your house/garden and with your neighbour as your parcel may have been left in a safe place or with a neighbour.

Please ensure that you checked all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel.

Direct Despatch Orders
Certain items are delivered directly to you from the supplier and can take up to 14 delivery.

The following message will be on the item’s “Buyer’s note”: Direct Despatch: This item comes to you directly from the manufacturer; please allow up to 14 days for delivery.

Please ensure you check the item carefully before signing for it as unfortunately we are not able to accept any item back where the damage has occurred in transit and is not reported at the time of the delivery.

Part shipment of an order
Please note that if there is an item which is out of stock, but is due to arrive in the Warehouse within 48 hours, your order will be held and despatched together.
If the Next Day or Saturday options are selected the delivery will take place on this service once the items become available.

If the delay is longer than 48 hours your order will be part despatched.

The postage charge will only be taken once, even if your order is part shipped due to an item being back-ordered.

Exceptions

In exceptional circumstances, we may be able to give you a quote for International delivery. To obtain this quote, please email to jo@planet14living.co.uk with all your billing details, delivery address, the product name and code you would like to order and the quantity.
Please note only standard delivery is available for the following areas and postcodes: The Isle of Wight, Isle of Scilly, Northern Ireland, AB31-AB38, AB40-AB56, IV1-IV28, IV30-32, IV36-IV40, IV52-IV54, IV63, KW1-KW14, PA21-PA38, PH4-PH41, PH49-PH50, IV41-IV49, IV51, IV55, IV56, KA27, KA28, KW15-KW17, PA20, PA41-PA49, PA60-PA78, PH42-PH44, ZE.

The Isle of Man / Guernsey / Jersey all need to be selected as a different country as the delivery charge will be different to mainland UK. All delivery charges are subject to change should the weight or size of the parcel require further postage to be paid. Our Customer Service Team will contact you before despatching your parcel should this be the case.

International deliveries
We use several different couriers for our international deliveries depending on size, weight and number of parcels.
Please note we do not offer an Express delivery service for International.

Some products are not available for International deliveries due to their size and/or weight.

In exceptional circumstances, we may be able to give you a quote for International delivery. To obtain this quote, please email jo@planet14living.co.uk with all your billing details, delivery address, the product name and code you would like to order and the quantity.

To place an order for overseas delivery you will need to register as a customer and input the address manually on the Delivery Information page as the postcode finder will only work on UK addresses.

Prices for overseas deliveries are weight and size dependent, so we do reserve the right to contact you regarding an increase in the price to take additional payment if required.

All prices are quoted and charged in Great Britain Pounds Sterling (GBP).
The prices include the 20% UK VAT (Value Added Tax).

If the delivery country is in the Channel Islands, or outside of the EU, the VAT will automatically be changed to 0, and you will not pay for the UK VAT.

Please note all deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges are outside of our control and you will be responsible for these payments.

If you need to return an item, please note that customs duties are not always refundable or fully refundable. This varies depending on your country’s individual regulations.

For more information on your country’s import policy, please check with your local Customs office.

Collection from our Warehouse
Orders can be collected from our Warehouse in Essex, by prior agreement.

Collections can take place between Monday to Friday 9am to 4.30pm.

To arrange to collect your order from our Warehouse, please contact our Customer Service team on 01255 831660.

You will not be charged for delivery. Our Customer Service team will provide you with our
full address and telephone number, and you will need to give us 2 hours’ notice prior collection.




Website Product Pricing and Descriptions

Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product including, without restriction, terms and conditions that regarding approximate delivery dates/times, warranties, after-sales support and guarantees.

We undertake all reasonable care to ensure that all the details, prices and descriptions of products in our catalogues and on our website are accurate at the time when they are either entered onto our system or printed. Whilst we endeavour to keep the website as up-to-date and accurate as possible, there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information.

We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, specifications and descriptions of products on this website are solely to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding.

Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.

Contract Cancellation

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please email: jo@planet14living.co.uk . You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back, we will issue a full refund via your original method of payment.

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.

Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right.

This does not affect your statutory rights.

Returns Policy

Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging with the returns slip completed.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

We will inspect the returned item and will notify you of your refund/replacement or exchange via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 21 days to be processed, especially during busy periods.

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email.

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at Planet 14 Living discretion.

We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team.

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by Planet 14 Living.

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement, an exchange or a refund.

Refunds and Exchanges

It can take up to 7 working days from the date of your return for your parcel to be delivered back to our Warehouse.

We will inspect the returned item and will notify you of your refund/replacement or exchange via email.

This is usually done within 5 working days of receiving your return into our Warehouse.

During busy periods, please allow up to 21 days for your return to be received and processed.

Refunds - Your refund will be issued via the original method of payment. (If your original payment card has expired, please provide us with your new card’s expiry date only. Please do not send any other card details.)





Disclaimer & Limitations of Liability

Whilst we try and do everything reasonable to try and keep the information on this website up-to-date and correct, Planet 14 Living do not give any warranty to its completeness or correctness and Place 14 Living cannot be held responsible for any omissions, errors or for any resulting implications from the use of this information.

Planet 14 Living make all reasonable effort to ensure a reliable and fast service but we do not guarantee that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems.

In addition, Planet 14 Living cannot be held responsible or liable for your use of any websites that are accessible from this website as we do not have any control or responsibility for these. Any such links should not be viewed as an endorsement or an affiliation with Cox & Cox.

Copyright & Trademark

All the content of the pages on the website (including pictures, logos, photographs, copy and other materials) represent the copyright or registered trademark of Planet 14 Living or it’s technology providers or their respective owners. ALL RIGHTS RESERVED. The modification, copying, circulation, reproduction, or incorporation of into any other work of part of or all of content available on the Planet 14 Living site is forbidden, with the exception of:

Copying, printing (solely one copy) or downloading extracts of the content of the website for the sole purpose of using the website in good faith for placing an order with Planet 14 Living or for non-commercial purposes.

The complete liability of Planet 14 Living under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.

Planet 14 Living will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.

Planet 14 Living may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific written permission of Planet 14 LIving.

No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.

Territory and Law

The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.


This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.