When you place an order, you will receive an acknowledgement email. This does not mean that your order has been accepted.
A contract between you and Hidden Hortus is formed when we confirm that your order has been accepted and/or dispatched. We may decline or cancel an order before dispatch where there is a genuine reason to do so—for example, an item is unavailable, a pricing error has occurred, delivery is not possible, or we reasonably suspect fraud. If we cancel an order before dispatch, we will refund any payment taken.
Minimum order value
We currently require a minimum order value of £20.
Prices and payment
All prices are shown in pounds sterling and include VAT where applicable. Delivery charges are shown at checkout before you place your order.
We take reasonable care to ensure prices and descriptions are accurate. If an obvious pricing error occurs, we may contact you to confirm whether you wish to continue at the correct price or cancel for a full refund.
Payment must be made using the methods displayed at checkout.
Plants and product photographs
Plants are living, individual products. Their size, shape, colour, foliage, flower display and stage of growth can vary naturally by season and from plant to plant.
Photographs are intended as an accurate guide, but they may show a plant at a more mature stage, in flower, or in different seasonal conditions. Pot size, approximate plant size and other relevant information will be shown in the product listing where available.
We do not provide substitutions unless you have expressly agreed to one. If an item becomes unavailable, we will contact you or refund the unavailable item.
Dispatch and delivery
We dispatch orders on Monday to Wednesday and aim to dispatch eligible orders within three working days, subject to our normal dispatch schedule and seasonal/weather conditions.
Live plants are normally shipped only from the start of April to the end of September. Please see our Delivery & Shipping Policy for full delivery information.
Cancellations
If you need to cancel an order, please euse our contact form on the same day that you place it. We will do our best to cancel it before preparation or dispatch.
Your legal cancellation rights are not affected. Please note that special rules may apply to perishable goods, including live plants. For non-perishable goods, applicable statutory cancellation rights may allow you to cancel after delivery. Please contact us if you need help, and see our Returns & Refunds Policy.
Faulty, damaged or incorrect items
If an item arrives damaged, incorrect or in poor condition, please contact us within 24 hours of delivery with your order number and photographs where possible. We will assess the issue fairly and offer an appropriate solution in line with our Returns & Refunds Policy and your statutory rights.
Our responsibility
Nothing in these terms excludes or limits liability that cannot legally be excluded or limited, including your statutory rights as a consumer.
To the fullest extent permitted by law, Hidden Hortus is not responsible for indirect losses that are not a foreseeable result of our breach of these terms. We are not responsible for plant loss or poor performance caused after delivery by unsuitable conditions, care, pests, disease, weather or other factors outside our reasonable control.
Changes to these terms
We may update these Terms & Conditions from time to time. The version published on the website at the time you place an order will apply to that order.
