Política de envío

The Balcony Garden ("we" and "us") is the operator of (https://thebalconygarden.eu) ("Website"). By placing an order through this Website you will be agreeing to the terms below.

These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. Right of Withdrawal (Cooling-Off Period)

Under the European Directive on Consumer Rights, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us at info@thebalconygarden.eu of your decision to withdraw from this contract by an unequivocal statement.

2. Condition of Returns & Diminished Value

You are legally permitted to inspect the goods to establish their nature, characteristics, and functioning, similar to how you would in a physical retail store.

However, you are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Original Packaging: To receive a full refund, goods must be returned in their original, undamaged retail packaging with all internal supports, manuals, and accessories included.
Deductions: If the item is returned with damaged packaging, missing components, or signs of use (e.g., scuffs, scratches, or wear), we reserve the right to deduct a percentage from the refund corresponding to the loss in value. This deduction can range from 15% to 100% depending on the condition of the returned item.

3. Return Shipping Costs

If you exercise your right of withdrawal (change of mind):

You (the customer) will have to bear the direct cost of returning the goods.
We do not provide free return shipping labels for change-of-mind returns.

4. Liability for Damage During Transit

You are responsible for the goods until they are physically received at our warehouse.

Packing: You must ensure the items are securely packed (preferably in the original box with original protection).
Damage: If the goods arrive at our warehouse damaged due to poor packaging or courier mishandling during the return trip, we cannot issue a full refund. You will be responsible for claiming compensation from your chosen carrier.
Recommendation: We strongly advise using a trackable shipping service and purchasing shipping insurance for items over €50.

5. Refund Process

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of original delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and inform you of the approval or rejection of your refund (based on the condition of the goods).

6. Defective or Damaged Items

If you receive a defective item or an item that was damaged during the original delivery to you, the above rules regarding shipping costs do not apply. In this case:

Please contact us immediately at info@thebalconygarden.eu with photos of the damage.
We will provide a prepaid return label or arrange a replacement at no cost to you.
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.
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 damages 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.
The Balcony Garden does not offer an ongoing warranty once the pots (Goods) are installed. This is due to the nature of the pots (Goods) and the exposure to the elements, plants, soil and water.
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.
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.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect The Balcony Garden to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund in store credit

(c) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days

4.2 Dispatch Time

Orders are usually dispatched within 3 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.3 Change Of Delivery Address

For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.4 P.O. Box Shipping

We are unable to ship to PO BOXES.

4.5 Military Address Shipping

We are unable to offer this service.

4.6 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.7 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

More Information:

Shipping is calculated based on location and order value.
We are unable to deliver any of our products to a PO BOX. Please provide a physical address, or we will need to cancel your order. Thank you for understanding.
Delivery is to the curbside only and does not include unpacking or removing any packaging from the site.
The customer is responsible for the removal of any wooden pallets.
Some of our products are heavy or difficult to handle. It’s a good idea to organise an extra set of hands on the day of delivery.
The Balcony Garden uses a 3rd party transport provider who is responsible for assigning which postcodes/regions fall within each zone. We are, therefore, unable to reassign your postcode to a different zone. We apologise if you feel your postcode has been incorrectly allocated; however, it is outside our control.
If a delivery scheduled on a pre-arranged date cannot be completed because the recipient is not available to accept it, a second delivery attempt can be arranged at an additional cost. The customer will be responsible for any extra charges The Balcony Garden incurrs for the re-delivery. We will send you proof of the costs, which you will need to pay before the re-delivery is booked.

Shipping Protection

We offer an optional €14.99 Shipping Protection service for customers who want additional cover and a faster resolution process if delivery issues occur.

This service is designed to minimise delays and inconvenience in the event of loss, damage, or theft after delivery, and allows us to prioritise your case over standard claims.

We will still address delivery issues in line with our obligations under your regular Consumer Law. In most cases, this will involve lodging a claim with the courier and awaiting the outcome before resolving your request.

Shipping Protection – Terms & Conditions:

Optional Add-On: Shipping Protection can be added at checkout for €14.99 per order. It is not mandatory.

Additional to Standard Coverage: This service is intended to provide a faster resolution process and extra benefits. Your rights under Consumer Law remain unaffected.

Coverage Includes:

Loss of goods during transit.
Damage during transit.

Exclusions:

Incorrect or incomplete delivery address provided by the customer.
Delivery delays outside our control.
Goods left in unsecured locations at the customer’s request.

Claim Process:

Submit a claim within 24 hours of the delivery date.
Provide any supporting evidence requested (e.g., photos for damage claims).
Claims under Shipping Protection are processed within 2 business days.
Claims without Shipping Protection will follow our standard delivery issue process and may be subject to courier investigation timelines.

Resolution:

With Shipping Protection: Immediate replacement or refund, plus store credit where applicable.
Without Shipping Protection: Resolution provided after completion of courier investigation and confirmation of claim.

Important Update to Our Free Shipping Offer

Please note that our complimentary shipping offer will come to an end on Sunday, 28th September 2025. Orders placed on or before this date will continue to qualify for free delivery under our current terms. From Monday, 29th September 2025, standard shipping charges will apply to all orders. We encourage customers to place their orders before this date to take advantage of free delivery.