SHOP ALL POTS

Refund policy

DEFECTS AND RETURNS

The Customer must inspect the Goods on Delivery and must notify The Balcony Garden® within 24 hours of acceptance of Goods in writing of any evident defect/damage, shortage, or failure to comply with the description or quote.

If the Customer fails to advise the Company in writing of any matter referred to in clause 5.1. within 24 hours of Delivery, the customer is deemed to have accepted the Goods are not faulty and in accord to the Customer’s order.

Fit for purpose means that the pots (Goods) are fit to do the job, i.e. Hold soil for a plant. A pot (Goods) is still fit for purpose if it has natural deterioration or discolouration due to its use as garden pot.

Should a valid warranty claim be made, The Balcony Garden® (Company) is not liable for any costs associated or incurred by the customer as a result of removing & re-installation of faulty pots. An example of this would be the costs incurred by a customer to remove soil, discard of the old pot, re-install new pot, re-install soil & plants.

Any modifications or changes made to the pots (Goods) will automatically void all warranty. Examples of modifications include but are not limited to; bogging/filling the drainage holes, drilling additional holes, painting, cutting, filling the pot (Goods) with a layer of concrete, or using geo-fabric.

Pots (Goods) are not designed to be “plumbed up”/connected directly to a drainage system such as pvc pipe. The pots (Goods) are designed to be elevated on pot feet/plastic packers to encourage the water to freely drain away. Pots (Goods) that are directly plumbed up/connected to a drainage system/pvc pipe are automatically void of all warranty.

In some cases, at the discretion of The Balcony Garden, we may agree to cancel an order. If a cancellation is approved, a cancellation fee of 5% of the total order value or $100 GBP (whichever is greater) will apply to cover administrative and payment processing costs. This fee will be deducted from your store credit. 

 

2-Year Commercial Warranty

thebalconygarden.uk

1. Mandatory Statutory Rights Disclosure

This commercial warranty is a voluntary commitment provided by The Balcony Garden ("the Company"). It exists in addition to, and does not affect, your automatic statutory rights under the UK Consumer Rights Act 2015. Under UK law, goods must be of satisfactory quality, fit for purpose, and as described. You have a legal right to a refund, repair, or replacement for a period of up to six years (five years in Scotland) if the product was faulty at the time of delivery. Valid from purchases made after 30th January 2026 only.

2. Fixed Warranty Period and Commencement

The Company provides an express commercial guarantee for a period of 24 calendar months.

  • Commencement Date: The warranty period begins strictly on the date of purchase (the date of the original sales invoice).

  • No Extensions: This period is absolute. It is not extended or reset by the date you first use the Product, the date of physical delivery, or any period during which the Product is in storage.

  • Replacement Terms: Any replacement product provided under this warranty is covered only for the remaining balance of the original 24-month period from the original purchase date.

3. Limited Scope: Manufacturing Defects Only

This warranty is strictly limited to manufacturing defects in materials and workmanship that manifest during normal residential use. Coverage is only applicable to structural failures (such as spontaneous splitting or material disintegration) that are proven to be a direct result of the manufacturing process.

4. Comprehensive Exclusions (Claim Prevention)

To minimize invalid claims, the following conditions are expressly excluded and will void your warranty coverage:

  • General Wear and Tear: Gradual aesthetic or material degradation inherent to outdoor use is not a defect. This includes, but is not limited to, UV-related color fading, surface "chalking," patina, oxidation, minor surface scratches, dents, or chips that do not compromise structural integrity.

  • Efflorescence: The appearance of white, powdery salt deposits (efflorescence) is a natural material occurrence and is not covered.

  • Biological Expansion (Root Pressure): The Company assumes no liability for structural failures caused by the biological expansion of root systems. This warranty is void if the pot cracks or splits due to internal radial pressure from roots or the failure to re-pot a plant that has outgrown its container.

  • Maintenance & Negligence: Damage resulting from improper drainage (e.g., failure to ensure drainage holes remain clear), the use of improper filling materials, placement on shifting or uneven ground, or "Acts of God" (extreme weather) is not covered.

  • Unauthorized Use: Use of the Product in commercial environments (e.g., hospitality or public spaces) or any unauthorized modifications (e.g., painting or drilling) immediately voids this warranty.

5. Limitation of Liability: "Component-Only" Remedy

In the event of a valid and approved claim, the Company’s total liability is strictly limited to the physical delivery of a replacement pot to the customer's original UK shipping address.

  • No Labor Liability: The Company is not responsible for, and will not reimburse, any labor or ancillary costs. This explicitly excludes the labor required for removing old plants, the disposal of soil, the labor of re-potting, or any third-party gardening or landscaping services.

  • Plant Health Disclaimer: The Company is not liable for "transplant shock," the health, survival, or total loss of any plant material associated with the re-potting or relocation process during a warranty claim.

  • Consequential Damages: The Company disclaims all liability for incidental, indirect, or consequential damages, including damage to flooring, surrounding property, or financial losses arising from Product failure.

6. Remedy Protocol & Out-of-Stock Policy

  1. Replacement: The primary remedy for a validated claim is the delivery of an identical replacement Product.

  2. Comparable Offer: If the identical model, size, or color is out of stock or discontinued, the Company reserves the right to provide a replacement of comparable functionality and retail value.

  3. Refund Option: Only if no comparable replacement is available will the Company offer a full refund of the original purchase price paid for the Product.

7. Claim Procedure and Evidence

The burden of proof to demonstrate a manufacturing defect resides with the customer. To file a claim, you must:

  1. Notify the Company in writing within 30 days of discovering the issue.

  2. Provide a clear copy of the original sales invoice as the sole proof of purchase date.

  3. Submit high-resolution photographs showing: (a) the defect in detail, (b) the pot in its entirety as currently planted, and (c) the environment where the pot is situated.

  4. Retain the defective product for Company inspection if requested.

Guarantor Information:

The Balcony Garden

info@thebalconygarden.uk

 

14-Day Return Policy (Right of Withdrawal)

1. 14-Day Right of Withdrawal Window, the consumer has the right to withdraw from this contract within 14 calendar days without providing any justification.   

  • Commencement: The withdrawal period expires 14 days from the day the consumer (or a designated third party) obtains physical possession of the Product.

  • Notification: To exercise this right, the consumer must inform the Company via an unequivocal written statement (e.g., an emailed letter) within this 14-day window.

2. Financial Burden - Return Shipping Costs As permitted by Article 14(1) of Directive 2011/83/EU, the Company does not offer free returns for change-of-mind withdrawals.

  • Customer Responsibility: The consumer shall bear the entire direct cost of returning the goods.

  • Logistical Warning: Given the significant weight and fragility of horticultural containers, return shipping costs via specialized freight or tracked courier services may be high. The consumer is advised to obtain a shipping quote before initiating a return.

3. Liability for Diminished Value (Deduction Rules) The consumer is only permitted to handle the Product to the extent necessary to establish its nature, characteristics, and functioning—equivalent to what would be allowed in a physical retail shop.

  • Handling Restriction: Placing soil in the pot, planting, or placing the pot in an outdoor environment is considered "handling beyond what is necessary."

  • Return Deductions: If the Product is returned in a condition that reduces its resale value, the Company is legally entitled to deduct the diminished value from the store credit. This deduction may reach 100% of the purchase price if the Product is no longer in a "new and saleable" condition due to scratches, soil stains, or chips.

4. Risk of Loss and Packaging Requirements The risk of return resides entirely with the consumer until the Product is safely received at the Company’s warehouse.

  • Transit Damage: If the Product arrives back at our facility damaged or broken due to inadequate repacking, no store credit will be issued. The consumer will be responsible for filing a claim with their chosen carrier.

  • Packaging: The Product must be returned in professional-grade protective packaging (e.g., secured on a pallet or in double-walled reinforced boxes) to prevent transit failure.

5. Return Limitations

  • Original Shipping: The Company will provide a storecredit for the original purchase price of the prouects. (the cheapest option offered at purchase). Supplemental costs for express delivery are non-refundable.

  • Withholding: The Company reserves the right to withhold the credit until the Product has been received back and passed a technical inspection.