Terms & Conditions

Penwood Terms & Conditions

1. Introduction

At Penwood Nurseries Ltd, we have worked for over 40 years to ensure that the stock we grow and source is of the highest possible standard.  By providing excellent plants, trees and other goods, it is our intention that each customer is pleased with their purchases from us.  In order to enable you to get the most from your garden, we also provide a special order facility, a local delivery service and our knowledgeable team are on hand to help.  This document clarifies the terms and conditions relating to all our activities and applies to all customers.  These terms and conditions do not affect your statutory rights.

2. Quotations

We are happy to receive requests for quotes by email, telephone or post.  When requesting a quote, we ask you to supply a telephone number and an email address so that we can communicate with you quickly.  We also request the following information:

  • quantity needed of each plant
  • plant and/or pot size preferred
  • planting timescale
  • whether you are happy for us to offer an alternative in the event that a particular plant is not available for any reason

At our busiest times of year, quotes may take up to fourteen days to produce.  Quotes are valid for as long as the plants detailed are in stock and available at the size quoted, or for a maximum of one month.

All quotes are subject to availability regardless of quotation/order status. 

3. Orders

Orders can be placed by telephone, email or post.  On receipt of a firm order, plants will be reserved and set aside ready for collection/delivery.  In most instances, we will endeavour to fulfil all orders within one month of receipt.  However, this may not always be possible given the seasonal nature of plants as they may only be available at specific times of year.

Ordered plants set aside for collection/delivery will only be held at the nursery for a maximum of three weeks, unless specifically agreed otherwise.  After this three week period, the order will be deemed to be cancelled and the plants will be unreserved and returned to stock (see cancellations below).

4. Prices

All prices quoted are in pounds sterling and are inclusive of VAT at 20% (as applicable).

5. Cancellations

As a small, working nursery, cancelled orders have an adverse impact on our business.  Therefore, we ask you to communicate with us as soon as you think you may need to cancel an order and where possible we will endeavour to resell stock or cancel items due from our suppliers.  We reserve the right to impose a cancellation charge of up to 25% of the total order value (including any delivery and handling charge).

6. Payments

Payment can be made by cash, debit card, credit card or online (our bank details are available on request).  Payment must be on or prior to collection/delivery or within 14 days of the date of any invoices issued (after which interest is charged at 2% per month or each part of a month).  Please note that we do not accept American Express cards.

7. Collections

Plants that are set aside for collection are kept at various places around the nursery.  We therefore ask you to advise us of your intended collection date so that we can prepare and wrap (as appropriate) the plants before you come to the nursery which will keep the collection time to a minimum.  Any items that are not collected within 3 days of the nominated collection date will be deemed to have been cancelled and will be returned to stock (see cancellations above).

8. Deliveries

We offer a local delivery service only.  Delivery charges as based upon £45.00 per hour for the round trip and this includes unloading / handling time at the destination.  There is no minimum order amount but there is a minimum delivery charge of £15.00.

9. Returns

Customers are requested to examine all plants on collection / delivery.  Any complaints should be notified to us within 7 days.  We cannot be held responsible for the welfare of goods after collection/delivery when too many external factors (such as but not limited to, weather, soil conditions, handling and/or insufficient care) contribute to the success or failure of individual plants.  

We accept that there may be instances where you change your mind about a plant purchased once you get it back to your garden and therefore we allow non-faulty items to be returned within 7 days of purchase.  A plant(s) must be returned in a saleable condition, must not have been removed from the container in which it (they) was (were) sold and must have been suitably watered.  Proof of purchase must be provided.

We offer an exchange, a credit note or a refund on any items that are returned, at our discretion.

10. Discounts

We consider that our plants and other items are all priced competitively and reasonably.  We request that you do not ask for discount as refusal may offend.  However, if you spend over £500 in a single transaction (excluding any delivery and handling charge) you may qualify for a 10% discount.

11. Trade Accounts

Application forms are available on request.  Please note that to qualify for a trade account you need to be able to demonstrate that you are either a garden designer, landscaper, arborist or gardener and either working full-time in horticulture or that this is your sole occupation / business.  

Payment of any invoices issued on a trade account must be settled within 21 days of the date of issue (after which interest is charged at 2% per month or each part of a month).

We reserve the right to refuse or cancel trade accounts for any reason.

Further information regarding trade accounts is available on request.

12. Advisory Service

We pride ourselves on being helpful to our customers.  In order to ensure you receive the best possible care and attention we will offer assistance as required in the selection and care of plants.  As we are a small team and do not impose a charge for any advice given, we may be required to limit time spent during busy periods.

Please note that we do not offer a garden design service but we are happy to assist with placement decisions for individual plants and trees or for small areas of your garden.