Shipping policy

1. Order lead times

Product lead times vary depending on the product, manufacturer, stock position and production requirements. The estimated lead time shown on the relevant product page or quotation should be treated as the applicable estimate unless we have expressly agreed otherwise.

Where a product is made to order or supplied directly by a manufacturer, the stated lead time may be longer than for stock products.

We will use reasonable care to arrange delivery within the stated or agreed period. Unless expressly agreed otherwise, stated delivery dates and lead times are estimates and are not guaranteed. Nothing in this Shipping Policy limits your statutory rights where goods are not delivered within the period required by law or an agreed delivery period.

2. Small parcel deliveries

Small products suitable for parcel delivery are normally sent using a tracked parcel service.

Orders which qualify for free delivery or a stated parcel delivery charge will be subject to the applicable delivery terms shown at checkout.

Parcels are normally dispatched promptly once goods are available, but delivery times are estimates rather than guarantees unless a specific delivery commitment has been agreed.

If a tracked parcel has not arrived within the reasonable delivery period shown for the service, please contact us so that we can investigate.

3. Bladed products

Bladed products are shipped using the Royal Mail age-verified delivery service. The recipient is required to provide evidence of age and identity in accordance with the carrier's requirements.

Delivery may be refused where the carrier cannot complete the required age verification.

4. Palletised deliveries

Palletised and larger products are normally delivered kerbside unless we have expressly agreed an alternative service.

The driver is normally responsible for positioning the vehicle and making the goods available at the delivery point. Drivers are not contracted to carry goods into a property, unpack them, assemble them or move them beyond the agreed delivery point.

The driver may, at their discretion and where safe, manoeuvre a pallet a short distance using the vehicle's equipment. This is not guaranteed.

Where unloading requires customer assistance, you are responsible for providing suitable people and equipment.

Where goods are delivered on a pallet, the pallet forms part of the delivery packaging and is provided solely to enable the goods to be transported and delivered safely.

Responsibility for the disposal of the pallet, packaging materials, wrapping, strapping and other protective materials rests with the customer once delivery has been completed. Urban Grow and its delivery carriers are not responsible for removing or disposing of pallets or other delivery packaging unless this has been expressly agreed in writing before delivery.

Customers should ensure that they have suitable arrangements for the safe removal, storage, recycling or disposal of pallets and other packaging materials following delivery.

5. Delivery vehicle and access requirements

Palletised deliveries are normally made using an 18-tonne rigid vehicle or larger, unless we have agreed an alternative vehicle or delivery arrangement with you.

You must tell us before delivery about any restrictions that may prevent or complicate access, including narrow roads, low bridges, weight limits, restricted parking, turning restrictions, steep gradients, soft ground, gates or other obstacles.

Where access is unsuitable for the vehicle allocated, delivery may not be possible at the intended location.

6. Smaller delivery vehicles

Where circumstances permit, a smaller 7.5-tonne vehicle may be available by prior arrangement, subject to availability and any applicable additional charge.

Where a 7.5-tonne vehicle is used with a tail lift, the available tail-lift capacity is approximately 750kg and may vary by vehicle.

Smaller vehicle delivery does not automatically mean that the driver will unload goods beyond kerbside.

7. Customer responsibility for delivery information

You are responsible for providing accurate delivery information before dispatch.

You must provide any information which could affect safe access or unloading, including road restrictions, low bridges, narrow access, limited parking, turning limitations, gates, steep access, soft ground and other hazards.

If you provide incomplete or inaccurate information and the delivery cannot be completed as a result, reasonable additional costs may be charged where permitted by law.

8. Driver safety

The driver has the final say on whether a delivery can be completed safely.

A driver may refuse to enter a location, unload, manoeuvre or otherwise complete a delivery where they reasonably consider the operation unsafe or contrary to road, vehicle or workplace safety requirements.

We will work with you where reasonably possible to identify a safe alternative delivery arrangement.

9. Products longer than 2.1 metres – customer unloading

Products longer than 2.1 metres will normally require a non-offloading delivery service unless we have expressly agreed an alternative delivery arrangement with you.

Where a non-offloading service is used, the customer is responsible for providing suitable people and equipment to unload the goods safely.

You should consider the weight, length, dimensions and packaging of the product when deciding what unloading equipment and assistance will be required.

10. What the driver will not be expected to do

Unless expressly agreed in writing, the driver will not be expected to:

· carry goods into a property or building;

· move goods up or down stairs or steep slopes;

· lift goods manually where specialist lifting equipment is required;

· assemble, install, unpack or position products beyond the agreed delivery point;

· enter unsafe areas or undertake work that would breach the carrier's safety requirements.

11. Failed delivery caused by customer circumstances

If a delivery cannot be completed because of circumstances for which you are responsible, including unsuitable access, inaccurate delivery information, lack of availability, refusal to provide necessary unloading assistance, or failure to make agreed arrangements, Urban Grow may charge reasonable and evidenced additional costs actually incurred as a direct result of the failed delivery, where permitted by law.

Such costs may include failed delivery, return transport, storage, redelivery, waiting time or specialist handling charges.

12. Missed deliveries

If a delivery is missed because no one is available where attendance is required, or because agreed delivery arrangements have not been made, Urban Grow may charge the reasonable and evidenced additional costs actually incurred as a result.

For guidance, standard carrier redelivery charges start from £48, but the actual charge will depend on the delivery method and costs incurred by the carrier. Additional costs may apply where specialist transport, waiting time, storage or other services are required.

We will not charge unreasonable or disproportionate costs.

13. Waiting time

Drivers normally have limited time allocated for deliveries. If the driver is kept waiting because the customer is not ready, suitable unloading arrangements are not available, or access is blocked, the carrier may charge waiting time.

Where such a charge is caused by customer circumstances, we may pass on the reasonable actual charge.

14. Refusal to accept delivery

Refusing to accept a delivery does not, by itself, amount to cancellation of an online order.

If you wish to exercise a statutory cancellation right, you must clearly communicate your decision to cancel to Urban Grow in accordance with our Refund & Returns Policy. Where you have cancelled in accordance with your statutory rights, we will deal with the return and any applicable delivery or return costs in accordance with those rights.

If you refuse delivery without a valid statutory cancellation or other lawful reason, reasonable and evidenced costs actually incurred as a direct result of the refusal, including return transport, storage or redelivery, may be recoverable from you where permitted by law.

We will not use this clause to impose charges that would unlawfully restrict your statutory cancellation, refund or faulty-goods rights.

15. Goods damaged before delivery

Risk in the goods remains with Urban Grow until the goods come into your physical possession, or the possession of a person you have nominated to receive them, subject to applicable law.

If goods arrive visibly damaged, please photograph the packaging and goods and contact us as soon as reasonably possible. This helps us investigate with the carrier but does not replace or restrict your statutory rights.

16. Damage caused during customer unloading

Where you are responsible for unloading goods from a non-offloading delivery vehicle, you are responsible for carrying out that unloading safely and using suitable people and equipment.

If goods are damaged during customer unloading, we may need to establish whether the damage was caused during unloading or existed before risk passed to you.

Nothing in this section affects your rights in relation to defects or damage which existed before the goods came into your physical possession.

17. Delivery to a nominated person

You may nominate another person to receive your goods where the delivery arrangement allows it.

Once the goods have been physically received by the person you have nominated, risk normally passes to you, subject to your statutory rights.

18. Deliveries to commercial premises

If you ask us to deliver to a workplace, trade premises, building site, warehouse or other commercial location, you are responsible for ensuring that the location is authorised and suitable to receive the goods.

You are responsible for informing the relevant site personnel of the delivery and ensuring that suitable unloading arrangements are available.

Where a third party receives the goods on your behalf, you remain responsible for providing us with accurate delivery instructions.

19. Delivery delays caused by suppliers/hauliers

We use third-party manufacturers and carriers for some products and deliveries. Supplier or haulier delays can occasionally occur.

If a supplier or carrier delay affects your order, we will use reasonable efforts to keep you informed and provide an updated estimate.

If an accepted order cannot genuinely be fulfilled because a supplier is unable to provide the product, we will contact you promptly and, where appropriate, offer an alternative product/specification, revised delivery arrangement or cancellation and refund of the affected goods.

We will not rely on supplier difficulty merely because an order has become commercially unattractive to fulfil.

Your statutory rights are not affected by supplier or carrier delays.

20. Delivery outside the UK

International delivery is subject to the availability of the service for the destination and the terms confirmed at checkout or quotation.

Unless expressly stated otherwise, the customer is responsible for any import duties, taxes, customs charges or local clearance costs imposed in the destination country.

Delivery times for international orders are estimates and may be affected by customs or local carrier requirements.

21. Questions before ordering

If you are unsure whether a delivery vehicle can access your property, whether you can unload a product safely, or whether a product's dimensions or weight are suitable for your location, contact us before ordering.

We would rather resolve an access or unloading issue before dispatch than have a delivery fail.