1/ About Us...
This website, hettysherbs.co.uk, is owned and operated by Zapzero Limited, referred to as Hetty's Herbs and Plants.

Registered & Postal Address: Tall Trees, Beach Lane, Gosberton Risegate, Spalding, Lincolnshire, PE11 4JH

Registered in England 04805063
E-mail: info@hettysherbs.co.uk
Telephone: 01775 663790

2/ Our Sales Contract
When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order (if not received please check your junk/spam folder).

In the event of the goods no longer being available or being of unacceptable quality at the time of dispatch we will inform you at the earliest possible opportunity and offer you a replacement or a refund.

Images of products on our website are for illustrative purposes only. Your goods may vary to the images shown and will be at differing states of growth dependent on the season. Plants are grown in batches and those sent out earlier may be smaller and those sent later will be larger. In winter and early spring plants can be in a dormant state with little or no new growth.

We have made every effort to display as accurately as possible the colours of our products that appear on our website. However, we cannot guarantee that your monitor's display of a colour will reflect the colour of the actual goods as well as the inevitable natural variations in size, shape and colour between different specimens.

Plant heights, spread, flowering times, harvesting periods and other growing information are provided as guidance only and may vary depending on growing conditions, weather, season and location.

We reserve the right to correct errors, inaccuracies or omissions relating to product descriptions, pricing, availability or other information and to cancel orders where such errors have occurred.

Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith. This contract is covered by English law. Only when we dispatch the goods together with a dispatch note will a binding contract be entered.

By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

3/ How to Place an Order
Place your order using our website by selecting your products and adding to your basket. Items you do not require can be removed from your basket at any time prior to checkout.

There is a minimum order value of £12.00 for all orders.

We can deliver to most places in the UK. Delivery to parts of Scotland and the Scottish Highlands and Island will incur an additional delivery charge which will automatically be added at the checkout. Please note that we are unable to offer delivery to the Isle of Man, the Isle of Wight, Northern Ireland, Scottish Islands, Channel Islands or to any address outside of the UK at the present time.

All prices quoted on our website are in GB pounds and include Value Added Tax at the current rate where applicable.

4/Dispatch & Delivery Process

Hetty’s Herbs and Plants aims to dispatch orders within 10 working days, often sooner, from the date of order receipt. Plants are selected weekly from our nursery, carefully packed, and dispatched on working days.

Orders are not dispatched on Fridays to reduce the risk of plants remaining in transit over the weekend.

We use a DPD 24-hour delivery service for most plant orders. Smaller plant and non-plant items may be dispatched using Royal Mail 24 or 48-hour services.

Once an order has been dispatched, customers will receive confirmation by email. Tracking information will also be made available where provided by the courier.

Delivery timescales are estimates only and are not guaranteed, although we aim for next working day delivery following dispatch where possible.

5/ Delivery, Tracking, Receipt and Customer Responsibilities

Following dispatch of your order as described in Section 4, the following terms apply to delivery, tracking, receipt of goods, and customer responsibilities.

We will send order dispatch confirmation to the email address provided at checkout. Our delivery partners will normally provide tracking updates, delivery notifications, and estimated delivery time slots via email and, where a mobile number has been provided, via SMS.

It is the customer’s responsibility to ensure that all contact details provided at checkout are accurate and complete, and to monitor communications relating to their order, including checking spam or junk folders where necessary.

Customers are responsible for ensuring that they are available to receive delivery or have made appropriate arrangements for receipt of their order, including any safe-place instructions provided to the courier. Where a customer provides authority for parcels to be left in a safe place or delivered without a signature, this is done at the customer’s own risk once delivery has been made in accordance with those instructions.

Due to the perishable nature of live plants and horticultural products, timely receipt of delivery is essential.

If tracking information indicates that a parcel has been delivered but the customer has not received it, or if there is any issue with delivery including damage, missing items, incorrect goods, or suspected misdelivery, the customer must notify us as soon as reasonably possible and, where practicable, within 48 hours of the recorded delivery date.

Prompt notification is essential due to the perishable nature of live plants and horticultural products. Delays in reporting may result in deterioration of goods and may significantly reduce the availability of courier tracking data, GPS records, photographs, and other evidence required to investigate delivery issues.

Where a delivery issue is reported promptly, we will investigate the matter with the courier and review all available evidence, which may include proof of delivery scans, GPS location data, driver photographs, and other courier records.

Where tracking shows delivery but there is a dispute, or where delivery is recorded to an incorrect or alternative address, we will investigate this with the courier as a potential misdelivery. The outcome will depend on the courier’s findings and available evidence.

Customers are expected to cooperate fully with any delivery investigation, including providing accurate information and responding to reasonable requests within a reasonable timeframe.

Where a customer delays reporting a delivery issue and this delay materially affects our ability to investigate or pursue a courier claim, we reserve the right to take this into account when determining an appropriate resolution, including what resolution may be appropriate in the circumstances, which may include a replacement or refund where applicable.

Nothing in this clause affects your statutory rights under applicable UK consumer protection law.

6/ Local Collection of Orders
Orders can be collected from Hetty's packing location at PE11 4JH. This option is available to select on checkout with a 20% discount of plants and seeds. Please note collection is not immediate — these orders are processed along with our other orders and may be up to 6 working days.

Collection is available from 10am to 4pm on Wednesday, Thursday and Friday.

7/ Returns & Concerns
We aim to provide the highest quality plants and products. If you wish to return plants, bare roots or plugs, please contact our customer service team so we can assess the issue and advise on the appropriate next steps.

8/ Refunds
Hetty's may be unable to process replacements or refunds where requested information (such as photographs or supporting details) has not been provided, as this may prevent us from assessing the issue.

Where a quality issue has been confirmed, Hetty's will determine the most appropriate remedy. This will usually be a refund, although replacement plants may be provided at Hetty's discretion.

We will refund all monies paid to us including any delivery cost if we are refunding due to quality. If you are returning due to no longer requiring the item then we will not refund the original delivery costs.

9/ Consumer Cancellation Rights

If you are purchasing as a consumer, you may have certain rights to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Due to the perishable nature of live plants, bulbs, bare roots and other horticultural products that are liable to deteriorate or expire rapidly, the statutory 14-day cooling-off cancellation right does not apply once such goods have been dispatched.

Orders for live plants, bulbs, bare roots and similar perishable horticultural products may be cancelled prior to dispatch by contacting us as soon as possible. If your order has already been dispatched, we will generally be unable to cancel it after dispatch. 

For non-perishable goods, such as certain gardening accessories, tools or other items where the cancellation right applies, you may cancel your order within 14 days of receiving the goods. You must notify us of your decision to cancel within this period and return the goods unused, in their original condition and packaging, within 14 days of notifying us.

Unless the goods are faulty, damaged or incorrectly supplied, you will be responsible for the cost of returning cancelled goods. We will refund the purchase price and the original standard delivery charge (where required by law) within 14 days of receiving the returned goods or evidence that they have been returned.

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015.

10/ Privacy, Security and Cookies

We take the privacy and security of our customers seriously and process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable data protection laws.

We collect and process personal information that you provide to us, including your name, address, telephone number and email address, for the purposes of:

• processing and fulfilling your orders;
• arranging delivery of products;
• processing payments;
• responding to enquiries and customer service requests; and
• complying with our legal and regulatory obligations.

We will only use your personal information where we have a lawful basis to do so. This will typically be to fulfil our contract with you, comply with a legal obligation, or pursue our legitimate business interests.

We do not sell customer personal data and will not share your personal information with third parties for their own marketing purposes.

We may share information with trusted service providers where necessary to operate our business and fulfil your order, including payment processors, delivery companies and website service providers.

Further information about how we collect, use, store and protect personal data, together with details of your rights under data protection law, can be found in our Cookie Policy.

11/ Statutory Consumer Rights

Nothing in these Terms excludes or limits any rights that consumers have under applicable UK consumer protection legislation, including the Consumer Rights Act 2015.

12/ Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any rights consumers have under applicable consumer protection legislation.

Subject to the above, Hetty's Herbs and Plants shall not be liable for any indirect, consequential or economic loss arising from the supply, non-supply, delay in supply, delivery, non-delivery, condition, performance or use of any products. This includes, without limitation, loss of profits, loss of business, loss of contracts, loss of goodwill, loss of anticipated savings, labour costs, landscaping costs, growing costs, or claims made by third parties.

Hetty's Herbs and Plants shall not be liable for losses arising from the onward cultivation, propagation, resale, incorporation or commercial use of products supplied.

We reserve the right to substitute, reduce quantities, delay dispatch or cancel orders where circumstances beyond our reasonable control affect availability. Such circumstances may include adverse weather conditions, crop failure, disease, pest infestation, transport disruption, supplier shortages, labour shortages or other events beyond our reasonable control. Where an order is cancelled and payment has been made, a refund will be provided for any products not supplied.

Nothing in this section affects your statutory rights under applicable UK consumer protection law.

13/ Events Beyond Our Reasonable Control

We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from circumstances beyond our reasonable control. These may include, but are not limited to, extreme weather conditions, flooding, fire, disease outbreaks, pest infestations, transport disruptions, strikes, labour shortages, supplier failures, utility interruptions, or other events beyond our reasonable control.

Where such circumstances arise, we may delay, suspend, substitute, reduce quantities, or cancel affected orders. Where payment has been made for products that cannot be supplied, an appropriate refund will be provided.

14/ Plant Care and Establishment

Plants are living products and their successful establishment and growth depend on factors outside our control, including weather conditions, planting location, soil conditions, watering, drainage, pests, diseases and ongoing care.

We cannot guarantee the future growth, performance, flowering, survival or suitability of plants once they have been delivered and accepted by the customer.

Customers are responsible for providing appropriate care and growing conditions following delivery.

15/ Intellectual Property

All content on this website including photographs, text, graphics and videos remains the property of Hetty's Herbs and Plants unless otherwise stated.