Terms and Conditions

terms and conditions


basis of the sale

We aim to give you a clear idea of the nature of the plants and products that we sell. However, as you can appreciate there may inevitably be some variations in size, shape and colour between different specimens. Illustrations, descriptions, photographs and other information pertaining to a specific product is approximate and for guidance only.


goods pricing & delivery

If the price of goods changes between the date we accept your order and the delivery date, you will pay the price you paid during your original transaction.


If, by mistake, we have underpriced a product, we will not be liable to supply that product to you at the stated price, provided that we notify you before we despatch the product to you. In those circumstances, we reserve the right to cancel your order. In the event we cancel your order, we will give you a full refund on any amount already paid for that product in accordance with our return and refund policy.


Our charges for delivery are detailed on our Delivery Information page.


We will deliver the goods to the address you specify for delivery on your order. Please make sure this address is accurate, and that you are careful to select the appropriate address for shipping and billing. We cannot accept any liability for loss or damage to the goods once they have been delivered in accordance with your delivery instructions.


We aim to deliver within the quoted time frame, but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, we will contact you to advise you that the delivery date has changed.


You will only own the goods once they have been successfully delivered and when we have received cleared payment in full. Goods supplied are not for resale.


We are not able to delay deliveries, our plants and seedlings are all grown and nurtured by our nursery and sent to you at the best stage of development for safe transportation and for you to grow them on successfully. 


If you are not likely to be at home when your items are due to be delivered (see individual product pages) then please let us have an alternative delivery address (perhaps a neighbour or family member). To ensure that we can arrange this request, we will require at least 3 weeks before the delivery period given.



warranty & guarantees

 

We aim to provide high quality plants and products to our customers. Accordingly, we warrant that where the goods and products that are not already covered by a manufacturer’s guarantee, they will meet our specification and will be free from defects at the time of delivery. If the goods arrive with you in an unacceptable state, please notify us as soon as the issue has been identified.  

 

The availability and colour of plants may vary according to the season and market availability. We will alert you if there has been a change in your order of live plants and give you the option to cancel and refund your order or offer you a suitable alternative. 

 

On rare occasions, when we are unable to fulfil your order, we may send an alternative plant which will be carefully chosen as a suitable substitute. If you are unhappy with what you have received, we will be happy to give you a full refund. 


Terms & Conditions for Sarah Raven Lifetime Guarantee

Lifetime guarantee for all fully hardy plants. This includes hardy perennials, climbers, shrubs and trees. For a full list please click here


 This excludes Half Hardy Plants, Tender Plants/Annuals, Vegetable Plants, Seeds, and all plants known to be short lived. Please refer to the plant classification in our catalogue or website for clarification.  


Please notify us as soon as the issue has been identified. We will require photos of the plant in question in situ of planting position and conditions. Our horticulturalist will then review and assess. 


 We cannot accept responsibility for items that fail to grow due to extreme weather conditions (such as unusual spells of drought, prolonged periods of wet weather, and severe winter freezing), over or under-watering, or for items which have not been cared for according to our planting instructions. We will refund or replace the plant (subject to availability). Please note refunds will cover the cost of the plant in question and will not include original shipping costs.  


 This guarantee does not apply to plants that have arrived damaged which we will automatically replace or refund on receipt of a photo. Please notify us within 30 days of the damaged plant being received 


 Plants 


 We offer a guarantee on all other plants of one year (one growing season). If for any reason you are unsatisfied with a product's performance within its first growing season, please contact our Customer Service Team. We cannot accept responsibility for items that fail to grow due to extreme weather conditions (such as unusual spells of drought, prolonged periods of wet weather, and severe winter freezing), over or under-watering, or for items which have not been cared for according to our planting instructions.  


 We will refund or replace the plant (subject to availability). Please note refunds will cover the cost of the plant in question and will not include original shipping costs. Please notify us as soon as the issue has been identified. We will require photos of the plant in question in situ of planting position and conditions. Our horticulturalist will then review and assess. 


 Bulbs & Seeds 


 We offer a guarantee on all bulb and seed orders of one year (one growing season). If for any reason you are unsatisfied with a product's performance within its first growing season, please contact our Customer Service Team. We will require photos of the bulb/seed and it’s planting position and conditions. Our horticulturalist will then review and assess. Where a replacement is offered, we will make every effort to offer a similar item. Where this is not possible, we may offer an alternative item. 


 Gardening & Lifestyle Items 


Our Gardening & Lifestyle items are guaranteed for a period of one year from the date of despatch. We cannot cover normal wear and tear or any product which has been modified. We also cannot cover product damage due to accidental damage or misuse. i.e. using a tool in a manner for which it was not designed, or where an item has not been adequately cared for e.g. Keeping a tool outside rather than in a dry environment. This guarantee also excludes cosmetic changes in appearance due to wear and tear. 


 We may very occasionally ask for the item to be returned to us for quality control purposes, but usually all we require is an image of the item clearly showing the fault. 


Where a replacement is offered, we will make every effort to offer a similar item. Where this is not possible, we may offer an alternative item.


offers & promotions

Occasionally we run offers, promotions and sales online which adhere to the following guidelines:

  • All offers are subject to availability. Sale items are limited stock and although a product may show as in stock we may occasionally be unable to fulfil the order, due to increased demand. If we are unable to fulfil an order, you will be sent a letter notifying you of this and given a refund for the item.
  • Occasionally, certain products may be excluded from Sarah Raven promotions, offers and discounts. Such exclusions will be noted on the relevant product details page(s). At this time, excluded products include: Mini Polytunnel and Polytunnel.
  • Offers can only be redeemed once and not in conjunction with any other offer. Discounts apply to the value of the goods only. Not redeemable against: previous orders, gift vouchers, gift wrap, courses, overseas delivery, sale items or items in the shop at Perch Hill.
  • Offers giving £5 off have a minimum spend of £30 excluding P&P.
  • Offers are not transferable or for publication online or offline.
  • All offers exclude delivery charges – this applies to both the spend threshold and the application of the overall discount. The exception is free P&P (excluding Next Day Delivery).
  • Offer end dates apply.
  • Offers are at the sole discretion of Sarah Raven's Kitchen & Garden Ltd and are subject to variation or withdrawal without notice.
  • Offers or promotions cannot be applied to previously placed orders.
  • Discounts and offers on seeds – not redeemable against: seed tin collections, seed shakers or seed collections in gift boxes.
  • Home and Garden Sale Terms and Conditions: Offers valid for a limited time only and only whilst stocks last. Discounts have already been applied to qualifying products, which can be found at https://www.sarahraven.com/sale/home-and-garden-sale. Only selected products featured on this page are included within this promotion. Offer applies to the value of the goods only. Offers cannot be used in conjunction with any other discount, offer or promotion. Standard p&p charges apply. Not redeemable against: previous orders, gift wrap, gift vouchers, items in the shop at Perch Hill or other retail outlets.

free gift promotions

All free gift promotions adhere to the following restrictions:

  • Free gifts will be automatically added to the basket when the offer code is entered at checkout, if the offer requirements have been met. In the unlikely event that the gift becomes unavailable we will substitute with a product of equal or greater value. The exception to this is when the total number of products allocated for the offer has been met – in this instance the total number allocated will be made clear in the offer, eg The first 1,000 orders placed will receive a free XXX.
  • Only one free gift allowed per order and only one order per customer per promotion.
  • All free gifts are subject to availability. This refers to the amount of stock available for that particular promotion.
  • Any minimum spend amount should be reached excluding the price of the free gift and any P&P.

excluded products from promotions

  • Where an offer includes a monetary discount (eg XX% off or spend £X get £X off) the following items will be excluded from that offer: Sale items, Gift vouchers, Courses or Multi-buy offers.
  • Products for sale in the shop at Perch Hill are not valid for promotions run by Sarah Raven's Kitchen & Garden Ltd unless specified.
  • Free P&P offers are redeemable against UK mainland delivery. Free P&P does not apply to overseas delivery, next day delivery options or sale only orders. Some large hardware items may also be excluded from our discount offers. For a full list of excluded hardware items, please click here.

We reserve the right to amend the offer exclusion list at our discretion and without prior warning.


free P&P when you spend £60 or more online

Orders placed on our website which total £60 or more will be eligible for free standard delivery to UK mainland locations.

 

Unless otherwise specified, free P&P will work alongside other Sarah Raven promotions, discounts, offers and incentives, assuming the basket total is still £60 or more once relevant savings have been applied.

 

Selected large/bulky hardware items occur additional charges when two or more are purchased in a single order. A full list of these items can be found here: Large Hardware Items | Sarah Raven.


If your order is in excess of £60 and includes two or more of one of these large hardware items, relevant surcharges will still apply but £4.95 will still be discounted off your delivery total.

 

Free P&P is not valid against: offline orders, gift cards or vouchers, and any non-standard delivery offering ( such as next day delivery).

 

Please be aware that we reserve the right to amend these terms and conditions or withdraw this incentive at any time. A note for our Triodos investors: if you're eligible for free P&P, this offering will be available to you regardless of basket size or composition. Just make sure you're logged into your Sarah Raven online account whilst browsing and shopping.

A reminder of our delivery offerings and prices



Item Standard Delivery Next Day Delivery
Seeds (Only) £2.50 £5.95
Sarah Raven Gift Cards (Only) £2.50 £5.95
Plants and Bulbs £4.95 N/A
Gardening kit and homeware £4.95 £7.95

courses & events at Perch Hill

For full terms and conditions about booking or cancelling a place on a Perch Hill course/event/open day, please see our How to book page.


customer reviews

All reviews will be reviewed prior to publishing to ensure they are appropriate and not likely to cause offence. In most instances reviews will then appear alongside the product within a working week. If you have a particular problem with a product and would like to draw it to our attention please contact customer services. We reserve the right to contact you via email following a review for the following reasons:

  • following on from a review where we feel we have relevant, useful information that could help you in the future regarding our products or services

security

We work with reputable third party payment providers, who use digital signatures and strong encryption to ensure that all sensitive information is protected throughout every transaction.


liability

The total liability of Sarah Raven's Kitchen & Garden Ltd for any claim, howsoever arising, shall not exceed the price of the goods supplied by us to the customer.


If you have a valid claim based on the poor condition or quality of your goods and you return them within a reasonable time, you are entitled to choose between a refund or replacement where possible.


These terms and conditions do not affect your statutory rights as a consumer.


We endeavour to keep the website up-to-date, but retain the right to update product information without notice.


cookie & privacy policy

We are committed to protecting your privacy. Please click here for our full Cookie and Privacy Policy, including the data we collect about you, information shared with third parties, how we use cookies, and links to other websites.


email policy

Please click here for our full Email Policy, including information on how we collected your email address, why we have emailed you, how to unsubscribe from our marketing emails, and what to do if you feel you have received unsolicited emails from us.


copyright

All of the written, photographic, design and video content of sarahraven.com, along with the arrangement of it, are the copyrighted property of Sarah Raven's Kitchen & Garden Ltd, or that of the people who have granted us the right to use it. All rights reserved.


None of the material on the website or social media channels may be used without our written permission. You may download Planting Instructions or print off a single copy of a webpage for your own personal, non-commercial use offline.


The majority of photographs on the website are credited to Jonathan Buckley. Copyright resides with him and use of these images must be agreed with Sarah Raven Ltd and/or Jonathan Buckley in advance. Please email press@sararhraven.com to discuss.


complaints

If you wish to complain about any aspect of our service, please email us at info@sarahraven.com.


social media competitions

General competition rules and eligibility: Sarah Raven Social Media competitions are open to over 16s with a UK mainland address. Any entries sent after a competition has ended will not be considered eligible entries. Winners will be contacted via the social channel that they used to enter the competition. 


Copyright & Usage Rights: Copyright of any images entered into Sarah Raven competitions remains with the photographer – the entrant, the author of the photograph, retains complete and full ownership of the copyright in each submission. Entries can be used for publicity purposes by Sarah Raven and may be published on our website or social media sites (Pinterest, Facebook, X or Instagram)


wreath competition

Competition rules: No purchase necessary. One entry only per person. Prizes are not refundable or transferable. The winner will be chosen by the staff at Sarah Raven. Their decision is final and no correspondence will be entered into. All entrants to competitions and offers are deemed to have accepted these rules and agree to be bound by them, and agree to co-operate in any publicity that may arise which may include their name or image being used on our website or social media sites (Pinterest, Facebook, Twitter or Instagram). We reserve the right to disqualify or not award a prize to an entrant who in our opinion has not entered in to the spirit of these terms and conditions or the intention of the competition. Competition ends midnight Monday 4th December 2023.


Terms and conditions: Eligibility: Open to over 16s with a UK mainland address. Any entries sent after midnight Monday 4th December 2023 will not be considered eligible for the competition. The winner will be contacted via email. Copyright & Usage Rights: Copyright of the images remains with the photographer – the entrant, the author of the photograph, retains complete and full ownership of the copyright in each submission. Entries can be used for publicity purposes by Sarah Raven and may be published on our website or social media sites (Pinterest, Facebook, Twitter or Instagram).