We want every order and project with Earlswood to feel clear, straightforward and well managed. These terms are here to protect both you and us, while keeping things fair and easy to understand.

General

By placing an order, booking a service, or purchasing from us, you agree to these Terms & Conditions.

These terms apply to retail purchases, deliveries, design services, and design & build projects unless otherwise agreed by us in writing.

Payment for Products

All items taken from site, collected, reserved, or supplied must be paid for in full at the time of purchase, unless you have an approved account with us.

If you hold an approved trade or credit account, payment terms will be as agreed separately on your account.

We reserve the right not to release, reserve, dispatch or deliver any goods until full payment has been received.

Deposits

Where a deposit has been agreed, that deposit is non-refundable unless otherwise confirmed by us in writing.

A deposit secures stock, time, scheduling, sourcing, or project allocation, and for that reason cannot be refunded once accepted unless a written exception has been agreed.

Payment Before Delivery

All monies due for goods must be paid in full prior to delivery unless you have an approved account with separate written payment terms.

We reserve the right to delay or withhold delivery until cleared funds have been received in full.

Design Consultations

Design consultations must be paid in full at the time of booking.

Consultation fees are non-refundable and are not redeemable or offset against the value of products, planting, materials, or future works unless we agree otherwise in writing.

The consultation fee covers our time, expertise, planning and advice.

Design & Build Projects

For design & build projects, no dates for design work, scheduling, installation or build commencement can be confirmed until the required 50% deposit has been paid.

Any provisional dates discussed before payment are indicative only and are not guaranteed.

Once a deposit has been received, we will confirm scheduling as soon as reasonably possible, subject to workload, season, materials, weather and project requirements.

The remaining balance will be payable in line with the agreed quotation, invoice schedule, or before delivery/installation as applicable.

Quotations and Pricing

All quotations are provided based on the information available at the time and are valid only for the period stated on the quotation, or for a reasonable period where no validity period is shown.

We reserve the right to amend pricing where there are changes to scope, materials, quantities, access requirements, supplier costs, or customer instructions.

Any additional work requested after acceptance of a quotation may be charged separately.

Availability

All products, materials and services are subject to availability.

Where a product becomes unavailable, we will contact you to discuss a suitable alternative, revised timing, or refund where appropriate.

Customer Responsibilities

It is the customer’s responsibility to ensure that all order details, measurements, access information, delivery details and site information provided to us are correct.

We are not responsible for delays, additional costs or failed deliveries caused by incomplete or inaccurate information.

Cancellations and Changes

If you wish to cancel or amend an order or service, please contact us as soon as possible.

Any cancellation, amendment or refund will be at our discretion and will depend on the stage of the order, whether stock has been reserved or sourced, and whether time has already been allocated.

Deposits remain non-refundable unless otherwise agreed in writing.

Liability

We will always do our best to provide excellent service, quality products and practical advice.

However, our liability is limited to the value of the goods or services supplied by us. We are not liable for indirect loss, consequential loss, delays outside our reasonable control, or issues arising from customer instructions, site conditions, third-party contractors or lack of maintenance.

Delays Outside Our Control

We are not responsible for delays caused by circumstances beyond our reasonable control, including but not limited to weather, traffic, supplier issues, labour shortages, vehicle breakdown, or other unforeseen operational events.

Written Agreements

Any exception to these terms must be agreed in writing.

Verbal discussions, informal conversations or provisional arrangements do not override these Terms & Conditions unless confirmed by us in writing.

Contact

If you have any questions about these terms before placing an order or booking a service, please contact our team and we will be happy to help.