Terms and Conditions


How To Order
Buy securely online here from our website. All orders placed before 9:00am will be dispatched same working day. Orders placed after 9:00am will be dispatched next working day. By placing an order you accept that you agree to these terms and conditions.
How to pay
  • Credit card/debit card
  • PayPal
All products listed on our website are priced inclusive of VAT unless stated otherwise. VAT is currently charged at 0%.
Price Promise
If you see a product cheaper in any store or website, simply send us a message detailing the product and where you have seen it cheaper, and we will do our best to beat the price you have seen.
Our Price Promise does not apply to ex-display, mail order returns or end of line items. It also excludes items sold on auction sites or marketplaces such as eBay and Amazon.
New Gardener reserves the right not to match or refund differences on specific items.  
We take your security very seriously at New Gardener. That's why any transactions you make over our website are instantly encrypted. We do not see your card details and they're also not stored in any of our databases. 
Conditions of Free Delivery
At present, free delivery is offered to all New Gardener customers on all domestic equipment transactions unless stated otherwise. Customers will be informed of any delivery charge before ordering. Some products are delivered flat packed and will require assembly by you. Installation may be available for an extra charge. Goods will normally be delivered within 2-4 days. Our free delivery service will deliver your goods Mon-Sat between 8am and 6pm. Our carriers can not give specific delivery times and some carriers may not offer a Saturday delivery service. For a small surcharge, an express delivery option on selected items is available. Express delivery is usually within 1-2 days. Please contact us for further details.
We aim to dispatch all orders on the same working day if they are placed by 9am. If your order is placed after 9am on any Friday or on the weekend and you have selected express delivery, then your item will be dispatched on Monday.
A small number of our larger items are delivered using a dedicated two-man white glove service.  If this applies, this will be specified in the product description.  The delivery times for such items can vary between 3-10 working days, depending on the carrier's itinerary.  
For certain bulkier items, our one man delivery service delivers your purchase to ground level. Depending on the delivery company and their individual health and safety policy, this may mean your goods are delivered to kerb side. Our free delivery does not include the driver taking your purchase upstairs internally or externally. Drivers are not insured to enter your property. Our one man delivery service may require assistance from you to assist or move the goods from the drop off point into your home. Free delivery, where provided, applies to the UK mainland only. For some heavier items, our carriers charge us extra for delivering to Scottish highlands, Scottish islands, Northern Ireland, Isle of Man and Channel Islands.  If these higher delivery costs apply to your delivery address, you will be presented with a 'Highlands & Islands' postage option at checkout.  Free delivery is provided only to customers purchasing equipment for home use; not for commercial installations.
Occasionally deliveries can be delayed for reasons out with our control. New Gardener can not be held responsible for losses relating to late or failed deliveries.
Delivery of Your Goods
Most smaller items are delivered with Royal Mail. Larger/bulkier items are normally delivered with national couriers including DPD, Hermes, Parcelforce, TNT, UPS and Yodel.
Before signing for your goods, please ensure you check the outer packaging. If there is noticeable damage to any part of the packaging, please sign the delivery note accordingly. You must also count the pieces you receive. If the number of boxes you receive does not exactly match the number of pieces on the carrier's delivery note, you should note the number of pieces you received on the delivery note. This does not affect your statutory rights in the event of the goods being faulty.
Any damages, defects or shortages should be notified in writing via email to info@newgardener.co.uk as soon as is reasonably possible.
Any customer refusing delivery of goods for any reason other than goods damaged in transit will be responsible for the delivery costs to the customer and the return to our warehouse.
While we will make every endeavour to deliver your products at the time promised, New Gardener accepts no liability for any incidental expenses caused by late or failed deliveries, or for any damage caused to property while delivering or installing your goods.
Due to the size of some delivery vehicles, New Gardener must be notified of any restrictions regarding access for the delivery vehicles. In the event that an item is refused/cancelled due to an access restriction, the customer is liable for all carriage charges.
If you opt to get your goods delivered to an address different from your billing address you may be required to provide additional information. We will contact you if this is required.
All new equipment sold on our website is covered by a manufacturers warranty. The warranty on equipment we sell varies from manufacturer to manufacturer. No manufacturers warranty covers failure of a product if caused by unreasonable or abusive use or if the customer alters the product in any way or if the customer fails to provide reasonable & necessary care. Please note that all products on our website are designed for home use and carry a home use warranty only, unless stated otherwise. Equipment purchased from our website and used in a non domestic environment will render the warranty null and void unless the equipment description states it is suitable for commercial use.
If you are planning to purchase equipment for commercial use, or have any questions regarding the warranty for commercial equipment, please contact us by email and we will be able to advise you. If you require clarification of the terms for particular products please email us at info@newgardener.co.uk and we will be happy to supply these for you.
Collection of Faulty Products
In the event that the item you have received develops a fault or a fault is found upon delivery, you should email info@newgardener.co.uk to notify us of the issue. We will then either arrange to send a spare part, send an engineer to site or discuss the return of the item by you or through collection arranged by us. Items must be securely packed in their original packaging and, if they are to be collected by our carrier, must be made available for collection within 72 hours of you notifying us that they are faulty. If the goods are not ready/available for collection when the carrier arrives, a charge, which will be payable by you, will be made for the carrier to recollect.
Once the goods are returned back to New Gardener, you will be issued with a refund or replacement product (subject to stock availability), at your choice, following inspection of the issue. Should it be found on inspection that the product is not faulty, we may send it back to you with all delivery charges payable by you.
Please note, you may be required to contact the manufacturer/supplier directly for any faults to give you the best possible service.
Customer Service
For customer service please use the contact us page. All prices quoted are correct at time of going to press. Due to circumstances beyond our control these may change, including the rate of Value Added Tax. The price levied will be confirmed at the time of ordering. Incorrect/Faulty goods must be returned to us before replacements will be dispatched. We strive to keep the majority of the products listed on our website in stock at all times. Occasionally some items are out of stock. If you order an item that is out of stock, we will contact you within 2 working days and advise you when the item is due back in or of any comparable product that is available. 
Your Right to Cancel/Returns
We offer a 30 day returns guarantee on most items, so if you would like to return your item for any reason, we are happy to accept. Simply let us know of your intention to cancel by email within 30 days after the day you receive your goods. We will acknowledge your communication and authorise you to return the item to New Gardener Ltd. You are responsible for paying shipment costs if goods are returned for this reason.
If goods have been dispatched, the goods must be returned to us within 30 calendar days of our response authorising their return. If goods are not received back in perfect condition and in their original packaging, New Gardener reserves the right not to accept the goods and/or not to issue a refund or credit. Any costs to redeliver the goods will be payable in advance by the customer. If the goods have been removed from their original packaging or assembled, your right to cancel may be forfeited. Any refund will normally be processed within 2 working days of receipt of the returned goods through the payment method used by you when purchasing the goods. If you cancel or return items that were paid for using a gift card, your refund will be in the form of a gift card. New Gardener will refund the original delivery charges as well, to the value of the cheapest postage option.
All order cancellations or returns must be notified to us by email only. If you wish to cancel or return goods please email us at info@newgardener.co.uk and we will usually issue a Return Materials Authorisation (RMA). Please note: our couriers do not collect any unpackaged goods.  
Any free gifts received with your order must be returned if an order is cancelled.
No cancellation of order will be accepted after 30 days from delivery of goods.
If an item has been delivered incorrectly or received with a fault, you should email info@newgardener.co.uk to notify us about the issue. If the item is to be returned, you will be issued with a refund or replacement product (subject to stock availability), at your choice, following inspection of the issue upon the return of the item.
These terms and conditions do not affect your statutory rights.
Data Protection
All customer information will be treated under the terms of the General Data Protection Regulation (GDPR). Please see our Privacy Policy for more information.
New Gardener endeavours to keep product information as up to date as possible. However, specifications are liable to change without notice. Product photographs are intended to illustrate the particular model but may, occasionally, not reflect the product as sold. Unless specifically stated, pots, plants and other accessories shown on photographs are not included - please contact us for further details on any particular product.
While every effort is made to provide accurate and up to date information, New Gardener can not be held responsible for any errors or omission on our website or brochures. Occasionally an error may occur and goods may be mis-priced. If a pricing error is discovered we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.
All orders made by you through the website are subject to acceptance by us. We may choose not to accept your order for any reason and will not be liable to you or to anyone else in those circumstances.
Similarly, you confirm that, when purchasing age restricted items including, but not limited to, blades and tools and chemicals, you are over 18 years old.
For certain goods, information concerning stock availability is not available on the website. If you order goods which are not available in stock, we will contact you by email and you will have the option to wait until the goods are available in stock, or cancel your order in accordance with our cancellation and returns policy. In the event your order is cancelled, we will refund any payment already collected from you in respect of that order, in accordance with our cancellation and returns policy.
Any email or other electronic acknowledgement by us of receipt of an order placed by you does not constitute legal acceptance by us of your order.
The terms of the contract do not affect your statutory rights.