Terms of service

1       About Urban Grow

These Consumer Terms & Conditions apply to purchases made by consumers from Urban Grow UK Ltd (“Urban Grow”, “we”, “us” or “our”).

Urban Grow UK Ltd is a supplier of garden products including Corten steel planters, metal planters, water tables, water features, lighting, pumps and related products.

These Terms should be read together with our Shipping Policy and Refund & Returns Policy, which form part of the terms applying to your purchase.

2       These Terms apply to consumers

These Terms apply where you are an individual acting wholly or mainly outside your trade, business, craft or profession. If you are buying for a business or acting in a professional capacity, different commercial terms may apply.

Nothing in these Terms limits or excludes any legal right you have as a consumer which cannot lawfully be limited or excluded.

3       Product information

We take reasonable care to ensure that product descriptions, dimensions, photographs and other information on our website are accurate. However, photographs are illustrative and may not show the exact product supplied.

Natural materials and manufactured finishes can vary in colour, texture, grain, surface appearance, patination and other characteristics. Dimensions may also be subject to reasonable manufacturing tolerances.

Accessories, pumps, lights, electrical equipment, fixings, liners or other items are not included unless the product description expressly says they are included.

Where a product has particular characteristics, preparation requirements, limitations or installation requirements, these should be considered before ordering.

4       Product suitability

You are responsible for considering whether a product is suitable for your intended location and use, including its dimensions, weight, capacity, drainage, structural requirements and access for delivery and installation.

This is particularly important for large or heavy planters, water tables, water features and products intended for balconies, terraces, roofs, walls or other structures.

You should ensure that the location can safely support the product and its contents, including soil, water, plants, stone or other materials.

You should also ensure that drainage, foundations, electrical supply and other site requirements are suitable.

If you require a product for a particular purpose which is not obvious from the product description, tell us before ordering so that we can advise whether the product is suitable. Any advice we provide does not replace the need for appropriate professional structural, electrical or installation advice where required.

5       Bespoke, custom-size and made-to-order products

A product will only be treated as bespoke or custom-made for the purposes of any statutory cancellation exception where it is genuinely manufactured or configured specifically to your individual specifications and cannot reasonably be resold as a standard product.

Examples may include custom dimensions, customer-specific drawings or specifications, personalised designs, or non-standard finishes, features or configurations.

A product does not become bespoke simply because we order or manufacture a standard product after you place your order. A normal made-to-order or supplier-ordered standard product may still be subject to statutory cancellation rights where the law provides those rights.

Where a statutory cancellation exception applies, we will tell you before you place the order.

If you ask us to cancel a genuinely bespoke order after the contract has been formed and no statutory cancellation right applies, we may agree to do so at our discretion. We may take into account reasonable costs already incurred or irrevocably committed, including design, materials, manufacturing, specialist labour, supplier and administration costs. We will explain any proposed deduction before agreeing the cancellation.

Nothing in this section affects your statutory rights where bespoke or custom-made goods are faulty, not as described or otherwise fail to conform to the contract.

6       Product quotations

Where we provide a quotation, it will normally state the period for which the quotation remains valid. If no period is stated, we may withdraw or amend the quotation before it is accepted.

A quotation is not an accepted order. A contract is formed in accordance with section 8 below.

Delivery, installation or other services may be quoted separately unless expressly included.

7       Prices

Prices shown on our website are inclusive of VAT where applicable unless stated otherwise.

We take reasonable care to ensure prices are accurate. If we identify an obvious pricing error before accepting your order, we may contact you and give you the option to proceed at the correct price or cancel for a refund.

Delivery charges and other applicable charges will be shown before you complete your order, unless they cannot reasonably be calculated in advance and are explained to you.

8       Placing an order

When you place an order through our website, you are making an offer to purchase the products on these Terms.

An automated order acknowledgement confirms that we have received your order. It does not necessarily mean that your order has been accepted.

A contract is normally formed when we expressly accept your order or otherwise confirm that the goods have been accepted for fulfilment.

Before acceptance, we may decline an order where, for example, a product is unavailable, there is an obvious pricing or description error, or we cannot reasonably fulfil the order.

If we have taken payment for an order which we cannot accept, we will refund the amount paid.

9       Payment

Payment must be made using the payment methods made available at checkout or otherwise agreed with us.

We may not dispatch goods until payment has been received unless credit terms have been expressly agreed.

If payment is reversed, declined or otherwise not received, we may suspend fulfilment until the position is resolved.

10    Delivery

Our Shipping Policy forms part of these Terms and explains our delivery arrangements, access requirements, delivery vehicles, unloading responsibilities and charges that may arise where a delivery cannot be completed because of customer circumstances.

We will use reasonable care and skill in arranging delivery. Delivery dates and lead times are estimates unless we have expressly agreed a specific delivery date or period.

If no delivery period has been agreed, statutory rules concerning delivery will apply.

For large and heavy products, delivery is normally kerbside and the customer is responsible for suitable unloading, access and onward movement unless we have expressly agreed otherwise.

11    Customer responsibility for delivery

You must provide accurate delivery information and tell us about any access restrictions which could affect delivery, including narrow roads, low bridges, weight restrictions, restricted parking, gates, turning limitations, steep access, soft ground or other hazards.

You must ensure that someone is available to receive the delivery where required and that any necessary people, lifting equipment or other arrangements are available to unload goods safely.

If delivery cannot reasonably be completed because information supplied by you was incorrect or incomplete, the delivery location is inaccessible, no one is available where attendance is required, or suitable unloading arrangements have not been made, reasonable additional costs may be charged where permitted by law.

12    Delivery of large/heavy products

Large, long or heavy products may require specialist transport or 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, you are responsible for providing suitable people and equipment to unload the goods safely.

Please read the Shipping Policy before ordering large or heavy products.

13    Risk and responsibility for goods

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, except where the law provides otherwise.

Once goods have been delivered into your physical possession, you are responsible for them, subject to your statutory rights.

14    Inspecting delivery

We recommend checking goods as soon as reasonably possible after delivery and taking photographs of packaging and products, particularly where there is visible damage.

Please notify us promptly if goods appear damaged, incorrect or incomplete so that we can investigate and resolve the issue efficiently.

Failure to report a problem immediately does not remove or reduce any statutory rights you have.

15    Faulty, damaged or incorrect goods

If goods are faulty, damaged before risk passed to you, not as described, not of satisfactory quality, unfit for their intended purpose or otherwise do not conform to the contract, contact us as soon as reasonably possible.

We may ask for reasonable information, photographs or video to help identify the problem and may need to inspect the goods. We will not use this process to prevent you exercising a statutory right.

Depending on the circumstances and the applicable law, your statutory remedies may include a short-term right to reject, repair, replacement, price reduction or final rejection/refund.

Where repair or replacement is required, it must be provided within a reasonable time and without significant inconvenience to you, and we will bear the necessary costs of doing so.

Where repair or replacement is impossible, disproportionate, not provided within a reasonable time, causes significant inconvenience, or the relevant legal conditions for a price reduction or rejection are met, the remedies available to you will be determined by law.

Nothing in this section limits your statutory rights.

16    Installation and assembly

Unless expressly agreed in writing, Urban Grow does not provide installation, assembly, positioning, electrical connection, plumbing, landscaping or structural services.

You are responsible for ensuring that products are installed and used in accordance with the product instructions and any applicable safety requirements.

If we provide installation instructions or general guidance, this does not replace professional advice where the installation involves structural, electrical, plumbing or other specialist work.

Incorrect installation, modification, misuse or failure to follow instructions may affect a claim to the extent that the problem was caused by that conduct. It does not remove rights relating to an underlying defect or non-conformity which was not caused by you.

17    Electrical products and water features

Electrical products and water features must be installed, connected and operated in accordance with the manufacturer's instructions and applicable safety requirements.

Outdoor electrical connections must be suitable for outdoor use and properly protected. Where appropriate, electrical work should be carried out by a suitably qualified person.

You must not modify electrical equipment, plugs, adapters, pumps or other components unless expressly permitted by the manufacturer.

Where a water feature is supplied as a kit or with separate components, you are responsible for ensuring that the components are installed and used correctly unless installation has been expressly agreed with us.

18    Natural materials and finishes

Products made from Corten steel, galvanised steel, stainless steel, natural stone, timber, powder-coated metal or other natural or finished materials may develop variations in appearance over time.

Corten weathering steel is designed to develop a protective patina. Its appearance can change substantially during the weathering process and may include grey, metallic, dark, orange and rust-coloured stages.

The speed and appearance of weathering can vary depending on rainfall, humidity, temperature, exposure, orientation and location. Initial rust residue or run-off may occur and can stain adjacent surfaces.

Where a product requires preparation, cleaning or removal of a manufacturing surface layer before the intended weathering process, this will be stated in the relevant product information where applicable.

These characteristics are not defects by themselves, although your statutory rights remain fully protected where goods are defective or otherwise fail to conform to the contract.

19    Cancellation rights for online purchases

If you purchase standard goods online as a consumer, you will normally have a statutory right to cancel within 14 days after the day on which you, or a person you nominate, receives the goods.

To exercise the statutory cancellation right, you must clearly communicate your decision to cancel to us. Simply refusing delivery does not, by itself, amount to valid cancellation.

Certain statutory exceptions apply, including in some circumstances genuinely bespoke or personalised goods. We will identify applicable exceptions before purchase where required.

Full details of cancellation, returns, deductions and refunds are set out in our Refund & Returns Policy.

20    Urban Grow additional 30-day returns policy

In addition to statutory rights, we may offer a voluntary 30-day return facility for eligible standard, non-faulty products.

This additional policy is separate from your statutory rights and is subject to the conditions in our Refund & Returns Policy.

Where the voluntary policy applies to an eligible non-faulty standard product with an original product value over £150, a 15% handling/restocking deduction may apply.

The deduction is intended to reflect reasonable receiving, inspection, handling, repackaging, administration and resale preparation costs. It is not a penalty.

The deduction does not apply to statutory cancellation, faulty or non-conforming goods, goods damaged before risk passed to you, incorrect goods, or any situation where the law requires a full refund.

21    Cancellation after dispatch

If you exercise your statutory right to cancel after your order has been dispatched, we will provide instructions for returning the goods. Where the goods have already been dispatched, you should contact us as soon as possible so that we can attempt to prevent delivery. If delivery cannot reasonably be stopped, you should refuse delivery where possible or contact us immediately to arrange return of the goods.

Unless otherwise stated, you are responsible for the direct cost of returning goods following cancellation, including the cost of collecting large, heavy or non-standard items, where we have informed you before you placed your order that you would be responsible for those costs.

We will refund the applicable purchase price and standard delivery charge in accordance with your statutory rights. Where you are responsible for the direct cost of returning the goods, this will be payable separately or may be deducted from the refund where permitted by law. 

22    Refunds

Where you are entitled to a refund, we will process it in accordance with applicable law and our Refund & Returns Policy.

Where you validly exercise a statutory cancellation right, refunds will normally be made to the original payment method.

Where permitted by law, we may deduct an amount reflecting diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Where goods are faulty or otherwise do not conform to the contract, we will not rely on ordinary return or restocking charges to restrict your statutory remedies.

23    Products returned after customer use

You may handle goods as reasonably necessary to establish their nature, characteristics and functioning when exercising a statutory cancellation right.

If goods have been handled beyond what is reasonably necessary and their value has been diminished as a result, the law may permit a corresponding deduction from the refund.

This does not affect remedies for goods which were already faulty, damaged or non-conforming.

24    Events outside reasonable control

We are not responsible for delays caused by events outside our reasonable control, such as severe weather, flooding, natural disasters, road closures, strikes, transport disruption, supplier disruption or other events beyond our reasonable control.

We will take reasonable steps to keep you informed and to resolve affected orders.

This section does not remove or reduce any statutory right you may have to cancel, reject goods or obtain a refund.

25    Our liability

Nothing in these Terms excludes or limits liability which cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

Subject to that, we are not responsible for loss caused by your failure to follow product instructions, incorrect installation, unauthorised modification, misuse, failure to provide appropriate site conditions, or other matters within your reasonable control.

We are responsible for foreseeable loss and damage caused by our breach of these Terms or applicable law, subject to the limitations permitted by law.

26    Intellectual property

All intellectual property rights in our website, photographs, product descriptions, branding, logos and other materials belong to Urban Grow or our licensors unless stated otherwise.

You may not reproduce, copy or commercially exploit our content without permission.

27    Customer reviews and submitted content

If you submit reviews, photographs or other content to us, you confirm that you have the right to submit it and that it does not infringe another person's rights.

We may use submitted content for legitimate business and marketing purposes, subject to applicable law and any rights you retain.

28    Complaints

If you have a complaint, please contact us with your order number and details of the issue. We will investigate and aim to resolve complaints fairly and promptly.

We may ask for relevant photographs, video, delivery information or other evidence where reasonably necessary to understand the complaint.

29    Changes to these Terms

We may update these Terms from time to time. The version applying to an order will normally be the version in force when the contract was formed, unless a change is required by law or agreed with you.

30    Governing law

These Terms are governed by the law of England and Wales. If you are a consumer resident elsewhere in the UK, you may also have the benefit of any mandatory consumer protections which apply in your place of residence.

31    Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

32    Entire agreement

These Terms, together with the applicable product information, order confirmation, Shipping Policy and Refund & Returns Policy, form the agreement between you and Urban Grow concerning your purchase, subject to your statutory rights.

Urban Grow UK Ltd
6 The Stables, Newby Hall, Ripon, North Yorkshire, HG4 5AE, UK
Telephone: 01423 618040
Email: sales@urbangrow.co.uk