Terms and Conditions
Latest update: 01 August 2023
By making a purchase on this platform, you consent to abide by the following stipulations:
1. ORDERS & CANCELLATIONS
1.1 Accepting Orders
1.2 Order Processing Timeframe
We aim to process your order within a maximum of two business days.
1.3 Changes to your order
If you need to modify your order, please get in touch with our Support Team through our contact page. We strive to accommodate last-minute adjustments, but can only assure changes made before the order is processed or shipped. During high-demand periods (explained in section 1.4), we start processing orders earlier to manage the increased volume, which may limit our ability to make changes to your order.
1.4 Order cancellation
You can revoke one-time orders as long as they haven't been processed or shipped. To cancel an order, reach out to us via email or through our contact page.
1.5 Order Reference
Your confirmation email will include a distinct order reference number. Please refer to this number in any future communications.
2.1 Accepted Payment Methods
We accommodate payments through a variety of channels, including all major credit and debit cards, as well as digital wallets like Google Pay and Apple Pay. We may also introduce additional payment options as we see fit.
2.2 Agreement to Terms
By selecting the 'Pay Now' button during the final stage of the ordering process, you agree to comply with our terms as outlined in this document and elsewhere on our website.
2.3 Security of Payment Information
Rest assured, we neither store nor have direct access to your credit or debit card information.
3.1 All listed prices are in British Pounds and may be adjusted at our discretion without prior notification.
3.2 We hold the authority to alter or cease any aspect or feature of our Service at any given moment, without providing advance notice.
3.3 We bear no responsibility towards you or any third party for alterations in pricing, service modifications, or discontinuation of the Service.
4. SHIPPING POLICY
4.1 Delivery Providers
We currently ship only to the UK. In the United Kingdom, we use Royal Mail and DPD for shipping. Deliveries are scheduled from Monday to Friday.
We reserve the right to change the shipping provider depending on the size of the parcel.
4.1.1 Delivery of ready-made terrariums
Due to the delicate nature of ready terrariums, they'll be hand-delivered and can only be delivered within certain postcodes in London. Deliveries are carried out between 9 am - 6 pm on Fridays and Saturdays. The day before the delivery, you'll receive a delivery time slot, so it is important that you're in at the time of delivery. There will be a fee (£20) for redelivery in case you are not in. In case the parcel is returned to the sender, the delivery fee is not refundable. You'll also be charged to have the parcel returned to us. At the moment, the charge is £20 for the parcel to be returned to the sender.
4.2. Shipping costs
The shipping cost will be displayed at the time of purchase. However, additional shipping fees may apply for deliveries to certain postcodes, which are listed below:
Affected postcodes: AB31-35, AB41-54, AB36-38, AB55-56, FK17-21, G83, GY (ALL), HS1-9, IM (ALL), IV (ALL), KA27, KA28, KW0-14, KW15-17, PA20-78, PH15-18, PH19-29, PH32-33, PH45-48, PH30-31, PH34-44, PH49-99, ZE (ALL) Isle of Man (ALL) Isle of Wight (ALL) Northern Ireland BT (ALL) Jersey JE (ALL).
If you’d like a parcel to be delivered to the above postcode, please contact us before placing an order to find out the shipping costs.
4.3 Delivery delays
Should there be any delays caused by Royal Mail or DPD, we are not in a position to offer refunds or resend the package.
4.4 Tracking and Proof of Delivery
While we are unable to offer comprehensive tracking for Royal Mail shipments, tracking details will be accessible once a delivery attempt has been made. For parcels shipped via DPD, a complete tracking service is provided.
4.6 Special Delivery Instructions
We cannot assure the execution of any special delivery instructions.
4.7 Time-Specific Deliveries
We do not offer deliveries at specified times.
4.8 Unforeseen Delays
While we strive for timely deliveries, Tropical Glass Ltd is not liable for delays caused by factors beyond our control, including but not limited to postal service disruptions.
4.9 Geographic Limitations
We only ship within the United Kingdom and do not deliver to PO boxes, BFPO addresses, or The Channel Islands.
4.10 Alternative Delivery Methods
We reserve the right to alter the shipping method without prior notice.
4.11 Address Responsibility
We will deliver to the address provided. We are not responsible if the intended recipient has moved or if the package is not returned by the current occupant.
4.12 Failed Deliveries
Please make sure that you will be in to accept delivery of your new plants. Unfortunately, we cannot take responsibility for missed deliveries due to the recipient not being available or a wrong address being supplied and any damage resulting from plants being stored in depots/with neighbours.
If your package is returned by a courier for any reason, we can only provide a refund for non-perishable items and cannot refund the delivery charge. We also reserve the right to deduct any costs associated with the courier returning items to us. At the moment DPD charges £12 for the parcel to be returned to the sender.
5. GUARANTEE, RETURNS AND REFUNDS
5.1 Live Plants and Pre-Made Terrarium Quality
If you receive plants which you purchased separately, are a part of a DIY Terrarium kit or inside a pre-made terrarium that appear less than fresh, please reach out to our Customer Service Team via our contact page. To qualify for a refund or replacement, you must email us a photograph of the affected items within 2 days of receiving them.
5.2 Live Plant Warranty in Pre-Made Terrariums
5.2.1 Warranty Duration
We offer a 30-day warranty on live plants in our ready-made terrariums, starting from the date of receipt.
5.2.2 Reporting Plant Issues in Pre-Made Terrariums
Should a plant in your pre-made terrarium perish within the 30-day warranty period, you must notify us immediately via email, including photographic evidence for verification.
5.2.3 Replacement Criteria
Replacement plants will be provided only if you have followed the care instructions included with your terrarium. Failure to adhere to these guidelines will void the warranty.
5.3 Transit Damage
Our products are carefully packaged, but if they arrive damaged, please contact us. To be eligible for a refund or replacement, email us a photo of the damaged items and their packaging within 2 days of receipt.
5.4 Glass Component Care and Liability
5.4.1 Handling Precautions
The glass parts of our products are delicate; handle them with extreme care to avoid damage. We are not responsible for any damage caused by mishandling.
5.4.2 Transit Damage Liability
We are liable only for glass damage that occurs during shipping and before you receive the product. Any subsequent damage is not our responsibility.
5.4.3 Reporting Glass Damage
In the rare event of glass breakage during transit, email us at email@example.com within 2 days of delivery with the following: a photo clearly showing the broken item, outer packaging, your order number, details of the damaged products, and whether you prefer a replacement or refund. Please note that if the glass is damaged after you have begun the planting process, you will not qualify for any form of compensation.
5.4.4 Please be advised that any damage to the glass occurring after the planting process is not eligible for compensation.
5.4 No Returns Policy
Due to the perishable nature of plants and moss, we cannot accept returns on them, including for our pre-made terrariums.
5.5 Product Availability and Substitution
All plant products are subject to availability. If we encounter supply issues or if the plants from our suppliers fail to meet our quality standards, we reserve the right to substitute them with similar or higher-value products at our sole discretion.
5.6 Returns on sale items and gift cards
Unfortunately, we cannot accept returns on sale items or gift cards.
6. OFFERS AND PROMOTION CODES
6.1 At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.
6.2 In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.
6.3 We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the promotion code.
6.4 Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of Tropical Glass Ltd service and are only available once to any one household.
6.5 Promotion codes and credits cannot be used in conjunction with credits and/or any other offers.
6.6 We only allow one promotion code to be used per order.
6.7 Except where otherwise stated, promotion code discounts and credits are available only once to any one person.
6.8 Credit expires 12 months from the date that it is added to an account.
6.9 We reserve the right, at our absolute discretion, to expire or revoke credit, or to temporarily remove the ability to redeem credit on our site.
6.10 We reserve the right to apply credit to customer accounts on our site to reward loyalty.
6.12 Unless otherwise specified, promotion code are only valid for single purchases and are not valid for bundles, gift subscriptions or regular subscriptions.
6.13 Promotion code and voucher codes cannot be redeemed against courier delivery charges, percentage promotion code discount vouchers are applied only to the product cost unless otherwise stated.
6.14 Promotion code and credit can only be redeemed online at Tropical Glass Ltd. store
7. CIRCUMSTANCES BEYOND OUR CONTROL
7.1 Adverse weather conditions.
During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.
7.2 Force Majeure.
Tropical Glass Ltd shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) acts of God, (ii) epidemic or pandemic; (iii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iv) the act of any government or authority (including refusal or revocation of any licence or consent), (v) fire, explosion, flood, fog or adverse weather, (vi) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vii) default of suppliers, sub-contractors or delivery partners, (viii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (ix) any cause or circumstance whatsoever beyond Tropical Glass’ reasonable control.
8. CUSTOMER AND RECIPIENT PERSONAL INFORMATION
8.1 To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. Tropical Glass is not liable for any damage resulting from incorrect information or unlawful disclosure of (personal) data or information provided by you.
8.2 You may not provide us with (personal) data or information from or about others without their prior consent. You also bear full responsibility for making others' (personal) data or information available to us.
8.3 Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy statement.
8.4 During the checkout process, we ask for the following personal information:
8.5 Customer's email address. We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. If you give permission for us to do so during the ordering process, we will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate.
8.6 Customer's full name and address. If you give permission for us to do so during the ordering process, we will use the customer's address for marketing communications from time to time.
8.7 Customer's telephone number. We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.
8.8 Recipient's full name and address We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.
9. INTELLECTUAL PROPERTY
9.1 All intellectual property rights in any trade marks, logos, content (including our website’s structure and layout), graphics, images, photographs, animation, videos, text, software, and any other materials used on this site are our intellectual property or that of our suppliers, partners or other users. For the purposes of your personal use only, you may view such material on your screen and print a single copy. You may not otherwise use, sublicense, retrieve, display, modify, copy, print, sell, distribute, download, hire, reverse engineer (unless permitted by applicable law) or create extracts of, or derivative works from, such material without our specific prior written consent.
9.2 You must not collect, scrape, harvest, frame or deep-link to any information on our website without our specific prior written consent.
9.3 You licence (i.e. permit) us to use your user generated content both on our own website and for marketing purposes on other channels including different websites, social media and emails. User generated content includes but is not limited to your comments, photos, recipe ratings and reviews.
10.1 We process your Personal Data to prepare, execute and complete an Agreement, as well as for other purposes, such as direct marketing. Tropical Glass Ltd. has an online privacy statement in which information is provided about the processing of Personal Data and your rights in that respect, see also the Privacy Statement as included on the Website.
11.1 We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Tropical Glass site and/or the Tropical Glass service from time to time. We will post any changes on the Tropical Glass site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Tropical Glass service or Tropical Glass site. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.
11.2 We do not guarantee that our website, mobile applications or services will be uninterrupted or error-free and we will not be responsible for any losses arising from such errors or interruptions. Additionally, we reserve the right to suspend, restrict or terminate access to the Tropical Glass website, mobile applications and/or the Tropical Glass services for any reason at any time for repair, maintenance, improvement or other technical reason, and to make changes to them.
11.3 These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Tropical Glass site, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect
11.4 A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.
11.5 In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.
11.6 Your purchase will be deemed to have occurred in the UK if the delivery was to an address in the UK,. In the event of a delivery to an address in the UK, these Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts. In the event of a delivery to the Republic of Ireland, these Terms and Conditions shall be governed by and construed in accordance with law of the Republic of Ireland and the parties agree to submit to the exclusive jurisdiction of the courts of the Republic of Ireland.