Best customer careOur guarantee
It’s important to us that you get the best customer care and understand the process from start to finish. We don’t want to hide behind complicated terms and conditions or the smoke and mirrors of legal jargon. This is why we have formed our step by step process below, which will be considered our legally binding agreement with you.
The QuoteWhen we have had a discussion about the size, shape and requirements of your balcony, we will send you a quote. To make sure we are both on the same page, we ask that you look at this in detail to make sure that you are happy with the size, colour and shape of the planters. You will not be able to change your requirements for the planters after we have made the arrangements, as every planter is fabricated and powder-coated to order.
Tell us about your project.
The first paymentWhen the quote and requirements have been agreed upon, you will see that two payments are due on your invoice. The first payment will be due immediately. The first payment will cover the cost of your plants and materials, which we will pay to our suppliers up-front, in full. We order planters to be made individually and we hand-pick plants that we think will work for your planting design. Once you have made the first payment, we consider this as a financial commitment to you and a legally binding contractual agreement to deliver your project. On the day we deliver your project, you will receive a reminder to make the second payment due on your invoice.
Delivery & InstallationWe will deliver your project on an agreed timeline with you. We will keep you informed of any changes to that timeline. Sometimes suppliers and growers are not able to keep their commitments to us because the weather can have a serious impact on how plants grow. If that is the case we will let you know with plenty of notice. When delivering to your home, we will respect your home, your privacy and your neighbours. If we have agreed on a delivery time and that has to be changed due to circumstances beyond our control, we will let you know. If we are going to be late we will tell you.
AftercareNow that your planters are installed and your balcony is looking beautiful, it’s down to you to maintain the planters you have purchased from us. The planters are guaranteed against rust for a period of two years. We also guarantee them against frost and sun damage for a period of two years. When we put together your planting collection, we define three types of plants: seasonal plants, signature plants and specimen plants.
- Seasonal plants are small bedding plants we use to add colour and which die off at the end of the season. You can easily replace them from any plant store.
- Signature plants are the main structural, evergreen, plants we use to create the planting design. If you care for them as we suggest and they do not lack water, then they will last indefinitely. If any signature plant dies within the first month of us planting up your project and it is not a problem with too much or too little water, we will replace it free of charge.
- Specimen plants are single itemised plants we have planted at your request. We will replace a specimen plant that does not survive within 3 months if it is not a problem caused by lack of care.
We choose plants that will survive exposed and windy positions. If your plants get damaged we will happily help you choose new plants. However, you will have to pay us for the replacements.