Terms & Conditions

1. General

1.1 These terms and conditions are an agreement between you and The Greenhouse Effect and govern any sale you enter into with us.

1.2 These terms and conditions do not affect your statutory rights.

1.3 When you place an order with us, you agree to purchase our products.

1.4 To order products from our website you must be at least 18 years of age.

1.5 We reserve the right to refuse to supply any products ordered by you.

2. Availability

2.1 We will always do our up most to deliver goods to you within 3 working days. However all goods are subject to availability and delay in delivery of goods is sometimes out of our control. All dates quoted for delivery are approximate and we shall not be held liable for any losses, damages, charges or expenses caused by any delay for the delivery of goods.

2.2 We reserve the right to change any product that you order from us. But we will guarantee that this product will be equivalent in terms of functionality and performance.

2.3 Should we be unable to deliver the product(s) that we have agreed to, we will always fully reimburse you with the price paid for the product(s) and the delivery charge (if applicable). We will not be held liable for any loss which results from this lack of availability.

3. Pricing

3.1 All prices quoted on the website are inclusive of VAT but excluding delivery, which will be calculated at the time of placing your order.

3.2 All prices are stipulated at time of placing your order. However we reserve the right, for any reason, to amend a price. If this should happen we will contact you with the correct price. You will then have the option to continue with the order or to cancel.

4. Delivery

4.1 We will always do our utmost to deliver goods to you the next working day for all orders placed before 3pm (Mon-Thurs). Orders placed after 3pm, Fridays, weekends or bank holidays may take 1-3 days. However, all goods are subject to availability and delay in delivery of goods is sometimes out of our control. All dates quoted for delivery are approximate and we shall not be held liable for any losses, damages, charges or expenses caused by any delay for the delivery of goods.

4.2 Should any item on your order be out of stock, we will contact you primarily via telephone for a speedy response, or alternatively via email to discuss whether you would like to wait for your goods to come in, swap out for a similar item or receive a refund. We will wait for contact with you before processing your order.

4.3 We offer FREE DELIVERY on orders over £75 and under 20kg. Orders under £75 and under 5kg will be charged £7.99 (inc vat) and orders under £75 5kg or more and less than 30kg will be charged at £8.99 (inc vat).

4.4 Heavy or bulky items surcharge – Individual items of 20kg -29.99kg there will be an £8.99 surcharge per item, and for individual items 30kg and over, a pallet charge starting from £80 depending on the delivery postcode.

Please see our Delivery Policy for our pallet rates and all delivery surcharges.

4.5 Sometimes, if an order is very large or items are very heavy, we may need to send your order on a pallet – we have tried to reflect this in our delivery pricing, however we reserve the right to contact you, should the delivery costs to us be excessive, and agree delivery at cost with yourself (we never make any profit on delivery charges). We will always contact you if your delivery is on a pallet to ensure it is viable.

4.6 Orders from the Scottish Highlands, Mainland and Islands, Northern Ireland, Isle of Wight, Channel Islands, Scilly Isles and Isle of Man will be liable to a regional surcharge regardless of order value or weight. This will be calculated at check out.

4.7 You are responsible for the goods from time of delivery. If you delay accepting a delivery, our responsibility for everything other than damage due to our negligence will end on the date the courier tries to deliver the goods to you.

4.8 If goods arrive in a damaged condition, you must inform us within three working days. If you do not inform us we have no liability for goods said to be damaged on delivery.

4.9 For international deliveries, please call or email us with your order and we will provide a tailored quote to your destination country. Please note, we are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

5. Packaging

5.1 As a business we are committed to reducing our waste and recycling as much packaging as possible. Your delivery may come in a recycled box, with recycled packaging, however, we will ensure that the box is discrete and that there is no indication of the products inside or our shop name visible.

6. Returns

In the first instance please fill in our returns form, we will then contact you with your next steps.

6.1 We offer a full refund or exchange for any product returned within 30 days of delivery, provided it is unopened, unused, and in its original condition and packaging.

You are responsible for the cost of returning the goods to us. If you prefer, we can arrange collection on your behalf. A collection charge of £14.99 will be deducted from your refund.

Where a return requires pallet collection, the applicable collection charge will be agreed with you before the collection is arranged and deducted from your refund.

A refund or exchange will occur once the product has been returned, inspected and confirmed in original condition and packaging.

A delivery charge will be deducted from all refunds. A minimum of £7.99 will be deducted, even if your order qualified for free delivery. If the standard delivery charge that would have applied to your order is greater than £7.99, the higher amount will be deducted.

In addition, a 10% restocking fee may be deducted from your refund where applicable. If this applies, we will notify you before the return collection is arranged.

6.2 If you receive a faulty product;

If the product has been purchased within 30 days of the fault appearing and we require the product back, we will arrange collection of the faulty product. If faulty we will replace the item at no charge.

Please note: We will agree a convenient collection date with you and labels sent the day before your collection. You will be given a 2 hour estimated window the morning of the collection, should you be unavailable for the collection, and have not notified us prior to the collection time, you will be responsible to return the goods at your own cost, as we will still be charged for the failed collection.

If the fault developed over 30 days of purchase, but within the warranty period, we will liaise with the manufacturer for you and advise you as to the returns process as required.

Should the returned product be found to be in full working order it will be returned to you and we reserve the right to charge an administration fee of 10% on the price paid for the product as well as the cost of carriage.

6.3 You must notify us of faulty products within THREE working days.

6.4 We will only issue a refund once the product has been returned and confirmed faulty.

6.5 Warranty returns – Should your product stop working after initial usage, please call 01908 585283 and speak to our staff. This will enable us to assess your product, go through any checks we require, and confirm the length of warranty on the product. We will then arrange warranty returns from this point.

6.6 Damages – When packing our orders, a high level of attention to detail is paid to ensure goods are packed as carefully as possible to ensure no breakages. However, we advise you to please check your web orders for any damages upon arrival.

On the rare occasion a product has been damaged in transit you must notify us of the damaged goods within 3 days of arrival in order for us to replace or refund the damaged item. You must provide clear photos of the damage, and also photos of how the packaging arrived so we can take the appropriate action.

Please note: If you do not notify us within 3 days we will not be held liable for any damages.

7. Payment

7.1 Paying by Credit/Debit Card

We accept all major types of Credit and Debit Card, including American Express.

For your privacy, the name that appears on your bank statement will be GHE Direct.

We use Verified by Visa / MasterCard SecureCode / 3D-Secure to verify that you are the named card-holder. This policy is to help prevent card fraud and theft and means that we can deliver your goods not only to the cardholders billing address but also to a different address.

Should you experience any problems with the card verification process, then you can use Paypal checkout and pay with your credit/debit card. Please note we can only send to the address you enter in to Paypal.

7.2 Paying by Paypal

Payments can be made via Paypal, either through your Paypal account or by entering your credit/debit card details in. We can only ship to the confirmed address held by Paypal (if using your paypal account) or the address entered when entering your card details. We CANNOT send to an unconfirmed address. For your privacy, the name that appears on your paypal statement will be GHE Direct.

We now accept Paypal payments in store when using a paypal app – use the scan/pay button to scan the QR code in store to make payment.

7.3 Paying by Electronic Bank Transfer

We accept payment by electronic bank transfer both in store or online.

Place your order as normal online, click the bank transfer payment method. Use your web order as your reference on your payment. Once we have confirmed your payment has gone through, we can process and ship your order. We can ship to ANY address with this method as payment is direct in to the account.

Account details:

Bank: Tide (ClearBank)

Name: GHEDirect Ltd

Account Number: 25001985

Sort: 04-06-05

Return Address for all items:

The Greenhouse Effect, Unit 12 TORC:MK, Chippenham Drive, Kingston, Milton Keynes, MK10 0BZ

Please enclose a letter stating the reason for the return and ensure the packaging is wrapped securely. For your own protection, we recommend the use of a recorded delivery service. For faulty goods, enclose a full description of the defect including all paperwork and manuals.

These terms and conditions are subject to change at any time without prior notice.

Any email correspondence in relation to delivery / faulty / returns should be to: customerservice@ghedirect.co.uk