Genoa Cascade - Smart Garden Solar Water Feature

DELIVERY TERMS AND CONDITIONS

When will delivery take place?

• We aim to deliver Artificial & Fibre Optic Christmas Trees within 2 to 3 working days but delays may be possible during the busy Christmas period, local deliveries may arrive sooner.
• Delivery will take place during a working weekday from Monday - Friday, however we may occasionally be able to deliver on Saturdays. If you have any queries, please do not hesitate to get in contact.
• Garden Furniture and BBQs are likely to be delivered on a pallet, the Standard Pallet Delivery will take place 3 to 5 working days (excludes weekends and bank holidays) after your order is placed. 

Please note we are currently unable to deliver to select areas of Scotland, Northern Ireland, the Channel Islands

Delivery costs/charges...

• Orders over £50 for Artificial & Fibre Optic Christmas Trees, Garden Furniture, Covers, BBQ, Firepit or Water Feature items marked as Home Delivery Available will qualify for our "Free Delivery" service (excludes weekends and bank holidays)
• All orders under £50 will have a minimum delivery charge of £10

What is the order process?

• Once your order has been submitted and processed a member of our logistics team will be in contact to confirm when we can deliver.

Additional Delivery Terms

• Someone must be onsite to receive delivery. If you are not in when delivery takes place then this will be rearranged and will incur an extra cost.
• If you are unable to be at home to accept your delivery, you may leave instructions, in advance, to leave your goods with a neighbour/nominated person. Please make us aware of any special delivery instructions prior to dispatch as we will be unable to change the address once delivery has been despatched.
• If you are unable to meet the delivery, then this will be classed as a failed delivery and we would rearrange but this will incur an extra cost. 
• We cannot be held responsible for a change of delivery date due to anything we deem as an act of nature such as bad weather, ill health or traffic issues etc.
• If you decide to cancel an order once dispatched, then a refund will be given however you will be charged a handling fee – see our cancellation policy for details.
• Most furniture set deliveries will be made on pallets, this is to ensure that your order arrives in perfect condition. The delivery driver will not be able to carry the furniture up or down steps, carry the furniture through a property, wheel the pallet across a gravel driveway or up particularly steep driveways. Unfortunately, the delivery driver will be unable to remove items from the pallet or take the pallet away with them. The driver may only be able to wheel the pallet as far as physically possible which may even be the kerbside. If the driver agrees on request by the customer to move the goods beyond the kerbside then the customer accepts responsibility of any damage or injury incurred.

Pallet deliveries (Garden Furniture & BBQs) cannot be made:

• On to soft ground such as grass, gravel, or soil.
• To premises where it is illegal for a lorry to park or offload.
• Where the surface of the access road is very unstable, soft or muddy.
• Where the access road is on a steep incline.
• Where the access road does not provide 10 feet (3.05m) width clearance and 14 feet (4.27m) vertical clearance.

Click & Collect

• Once your order has been placed you will receive a confirmation order email but please do not visit the store until a member of our team has contacted you to confirm that your item is available for collection. It is our aim to have your purchase available by the following day. Certain items such as Garden Furniture may require to be loaded on a pallet, please ensure your vehicle will be able to load your item. If you have any questions please contact hello@tonggardencentre.co.uk or telephone 0113 285 3506

CANCELLATION AND RETURNS

Cancellation before purchase is dispatched

• Once you have finalised your purchase, if you decide that you want to cancel your order, please contact us as soon as possible, ideally by calling us on 0113 2853506. If you decide to cancel your purchase before it is dispatched then you will be able receive a full refund.
• This can be done anytime from when an order is placed and our follow up call to arrange delivery.

 Cancellation after item is dispatched

• If you wish to return your purchase after it is dispatched then you can return this to us in an "as sold" condition within 14 days of delivery to you and we will issue a refund for the total value of the goods excluding any delivery/collection costs. 
• If you wish to return goods to us you must send them back to us at our contact address at your own cost and risk. We will be unable to issue refunds for items that we do not receive. If you require us to collect your unwanted purchase then any costs will be deducted from your refund.
• You have 14 days to request/cancel any orders that you have received.

 Damages/faulty goods

• If your purchase arrives damaged or faulty then please e-mail or call us on 0113 2853506 to speak with a member of our team.
• If an item is faulty, then we can either replace the damaged part which often is the quickest solution or we can organise the delivery of a complete new product and arrange collection of the faulty/damaged product - if the returned item is deemed fit for purpose and not damaged/faulty then a delivery cost will occur and charged to the card used to take payment.
• These instances listed above are our methods of rectifying any potential problems and do not affect your statutory rights.
• If a refund is required we will arrange pick up of any damaged/faulty products which will be assessed before a refund is given in full. Depending on the item or the nature of the fault we may gain assistance from a third party, as chosen by us.
• Any faulty/damaged items must be reported within 2 days of the item arriving.

Goods not as described

• If you receive your purchase and it is not how it was described on our website then please email us or call one of the team on 0113 2853506 and we will look to resolve this as a matter of urgency.

Our returns policy does not affect your statutory rights.

Our returns address:
Tong Garden Centre
Tong Lane
Bradford
BD4 0RY

Email: hello@tonggardencentre.co.uk
Phone Number: 0113 2853506

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