Terms of service

TERMS OF SERVICE

Last Updated: September 2025

These Terms of Service (“Terms”) govern your use of The Secret PlantHouse Limited’s website, products, and services (“we,” “our,” “us,” “Company”). By accessing our website, placing an order, or engaging with our services, you (“customer,” “you,” “your”) agree to be legally bound by these Terms.

If you do not accept these Terms, you must not use our website or purchase any products.

1. DEFINITIONS

For the purposes of these Terms:

  • “Products” means plants, accessories, or any items sold by The Secret PlantHouse Limited.

  • “Services” means our website, delivery, and related offerings.

  • “Dispatch” means the point at which your order is collected by the courier from our premises.

  • “Working Days” means Monday–Friday, excluding UK bank holidays.

2. ORDER ACCEPTANCE & PAYMENT

2.1. All orders are subject to acceptance and product availability. We reserve the right to refuse or cancel any order at our sole discretion.

2.2. Payment must be made in full at the time of ordering via our approved payment methods. We will not process or ship unpaid orders.

2.3. Prices, promotions, and discounts may be updated without notice and are not guaranteed beyond the point of sale.

2.4. If a payment dispute or chargeback is raised, we reserve the right to supply all transaction evidence, including delivery logs and photographs, to financial institutions and take legal action if necessary.

3. DELIVERY, RISK & TITLE

3.1. We use third-party couriers for all deliveries. Estimated delivery dates provided on our website are for guidance only and are not guaranteed.

3.2. Risk and ownership of all goods transfer to you at the point of dispatch.

3.3. Once dispatched:

  • Responsibility for delivery lies solely with the courier.

  • Customers must track, trace, and liaise directly with the courier regarding delays, redeliveries, or claims.

  • We accept no liability for delays, losses, theft, or damage occurring after dispatch.

3.4. We will assist with courier claim information if required, but all financial claims for courier issues must be raised with the courier provider directly.

4. PRODUCT VARIATIONS & PLANT CARE

4.1. Plants are living products and naturally vary in shape, size, and colour. Photographs on our website are illustrative only. We do not guarantee identical appearances.

4.2. Plants may experience temporary transit stress. This is not considered damage or defect.

4.3. All care advice provided by us is general guidance only. You accept full responsibility for plant care once delivered.

4.4. We are not liable for plant health deterioration caused by:

  • Improper care or unsuitable environments;

  • Failure to follow care advice;

  • Over/underwatering, pests, or neglect after delivery.

5. REFUNDS, RETURNS & CANCELLATIONS

5.1. All sales are final except where expressly provided in our Refund & Return Policy.

5.2. Refunds or replacements will only be considered if:

  • The product is proven materially defective or damaged on arrival;

  • The customer notifies us within 24 hours of delivery via email with time-stamped photographic or video evidence;

  • The product remains unused and, where applicable, in its original packaging.

5.3. Orders cannot be cancelled once dispatched. Pre-dispatch cancellations are subject to a 10% cancellation fee to cover administrative costs.

5.4. We will not refund or replace products for:

  • Late delivery by couriers;

  • Incorrect delivery information provided by the customer;

  • Parcels refused or not collected by the customer;

  • Minor cosmetic imperfections not affecting plant health;

  • Any damage occurring after delivery acceptance.

5.5. Customers are responsible for all return shipping costs where returns are authorised. Shipping fees (outbound or return) are never refundable.

6. FRAUD, CHARGEBACKS & BLACKLISTING

6.1. Fraudulent chargebacks or disputes will be contested with full transaction evidence, courier tracking logs, and delivery proof.

6.2. Customers engaging in fraudulent activity may be permanently blacklisted from future purchases.

6.3. We reserve the right to recover legal fees, administrative charges, and debt recovery costs arising from fraudulent claims or unjustified disputes.

7. WARRANTIES & LIMITATION OF LIABILITY

7.1. All products are sold “as is” without any express or implied warranty unless expressly stated in writing.

7.2. Our maximum liability for any claim is strictly limited to the value of the product purchased.

7.3. We are not liable for:

  • Loss of profit, revenue, or business opportunities;

  • Indirect, incidental, or consequential damages;

  • Allergic reactions or adverse effects caused by plants or materials;

  • Losses arising from circumstances beyond our reasonable control.

7.4. Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any liability which cannot be excluded under UK law.

8. INTELLECTUAL PROPERTY

8.1. All content on our website, including text, images, logos, and designs, is owned by or licensed to The Secret PlantHouse Limited.

8.2. Unauthorised copying, distribution, or use of our intellectual property is strictly prohibited and may result in legal action.

9. FORCE MAJEURE

We are not liable for failure to perform obligations where such failure is caused by events beyond our reasonable control, including but not limited to:

  • Natural disasters, extreme weather, or pandemics;

  • Strikes or industrial action;

  • Supply chain interruptions;

  • Government restrictions or transport delays.

10. INDEMNIFICATION

You agree to indemnify and hold us harmless against all claims, liabilities, damages, losses, and expenses (including legal fees) arising from your breach of these Terms or misuse of our products or services.

11. GOVERNING LAW & JURISDICTION

These Terms are governed by and construed under the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. CHANGES TO TERMS

We may update these Terms at any time without prior notice. The updated Terms will take effect immediately upon posting on our website. Continued use of our services constitutes acceptance of the revised Terms.

13. CONTACT INFORMATION

For questions regarding these Terms, contact us at:
The Secret PlantHouse Limited
11 The Arcade, Ammanford, SA18 2LN
Email: Hello@thesecretplanthouse.co.uk