Terms & Conditions

1. Information about us


The Site is operated by Somerset Willow Growers Limited ("we" / "us"). We are registered in England and Wales under company number 5933499 and with our registered office at Torre Lea House, 33 The Avenue, Yeovil, Somerset, BA21 4BN. Our VAT registration number is GB 890 9185 81.

2. Ordering Information


2.1 Orders placed through our website before 10:00am will be dispatched that same day for next working day delivery. Orders placed after 10:00am will be dispatched on the next following working day.

3. Delivery


3.1 We will deliver the Products to you in accordance with the delivery option specified by you when you placed your order (e.g. Standard Delivery or Next Day Delivery).

3.2 We will usually deliver all Products comprised in your order in one delivery. We will deliver directly to the delivery address specified in your order. Please see Delivery Information for details of where we deliver and the available delivery options. We cannot deliver items within the same order to multiple addresses. Deliveries will be made to your door. We are not responsible for any additional carrying or positioning of Products ordered. Deliveries must be signed for at the delivery address.

3.3 Due to adverse weather conditions through the winter period it may not always be possible to deliver a 'next' working day delivery as specified.

3.4 Our couriers can deliver anytime from 8am to 6pm Monday to Friday. Customers will need to be present to take delivery.

3.5 Missed deliveries from customer not being present will result in a re-delivery to the customer.  Re-deliveries will be charged a re-delivery fee which is the original delivery cost charged again to the customer.  This fee must be paid before re-delivery can commence.

 4. Risk and Ownership

4.1 Once delivered, the Products ordered will become your responsibility and, except in relation to Products that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.

4.2 Ownership of the Products will only pass to you on: delivery of the Products to you; or us receiving full payment of all sums due in respect of the Products-, (including delivery charges) whichever is the later.

5. Products, Materials, Weights, Sizes and Lengths


5.1 Bamboo Products
Bamboo poles have a slight taper from butt to end of about 20 – 25% from time to time small cracking may occur in some poles due to heat expansion. 
Bamboo poles advertised on our site are not heat treated, treated in any other way or form and may not be suitable for building or structural work, bamboo poles advertised for sale on our site are to be used at the customers own risk. Lengths given are approximate lengths.

5.2 Willow Products
All willow products advertised on our site are suitable for weaving applications. Weights given are as accurate as possible but due to moisture loss in transit maybe slightly different when received, lengths are approximate for each bundle, Approximate rod amounts will vary from bundle to bundle and are not guaranteed.

5.3 Cane and Rattan Products
Cane and Rattan product weights given are as accurate as possible but due to moisture loss in transit maybe slightly different when received, lengths are approximate for all cane and rattan. Rattan Poles  may have smaller off cuts in some bundles to make up the exact weight displayed. Circumference given  of cane/rattan pole and rods is as accurate as possible but may sometimes include larger or smaller pieces than actually advertised. 

5.4 Living Willow
Living Willow is advertised and sold as ‘living’ we regret to say that we cannot guarantee that when the willow is delivered and received by the customer that the willow will still be physically living neither can we guarantee that the planting of ‘Living willow’ will keep it alive.

5.5 Photos, images and pictures of products
All products images shown on the site are purely for advertising purposes and may not be an exact replica of what you receive due to the colour variation in some materials, and the nature of the different products that we sell.

6. Price and Payment


6.1 The price of any Products will be as quoted on our Site from time to time, except in cases of obvious error.

6.2 These prices include VAT but exclude delivery costs, which will be added to the total amount due once you have selected a delivery service from the available options as set out in Delivery Information.

6.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

6.4 We cannot complete your order until you have paid for it in full. Payment can be made by most major credit or debit cards, by completing the relevant details on the "Payment Details" page. 

6.5 By using a credit/debit card to pay for your order, you confirm that the card being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment we will not accept your order and we will not be liable for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal. We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order.

6.6 Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our Site may be incorrectly priced. We will rectify any such errors as soon as possible once we become aware of them. If a Product’s correct price is different from the price stated on our Site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.


7. Returning goods


7.1 Returning damaged or faulty goods
We always do are upmost to ensure that all products and materials that leave us are of the best quality and condition,  in the unfortunate circumstance that the products you have received are faulty or damaged please within 14 days from the day after your goods have been delivered contact us by email on [email protected] or by calling 01278 691540 we will do our best to;  A) exchange the products for a replacement, or B) Refund your order in accordance with our the refund section of our terms and conditions.

7.2 Cancelling orders
Under the consumer contract regulation for distance selling regulations you are entitled to cancel your order anytime from the moment you place your order up to 14 working days from the day after you receive it. Cancelled orders will be refunded in accordance with our refund policy. To cancel an order or speak to a member of our team about cancelling an order please either email [email protected] or call 01278 691540

Cancelled orders that have already been collected for delivery or have been received by the customer will need to be returned in accordance with 7.3 of our terms and conditions.

7.3 Returning Goods
Orders must be returned in the items original condition using the same packaging which it was delivered in, If the original packaging cannot be used then packaging of a similar or better quality must be used. It is your responsibility to make sure goods being returned are protected to a satisfactory level. Returned goods must be labelled and addressed to:

Attention: Returns
Somerset Willow Growers Ltd, Bon Accord, Bussex Farm,
Westonzoyland, Bridgwater, Somerset, TA7 0EU

When returning goods please make sure that you have contacted a member of the Somerset Willow Growers Team who will be able to advise on how best to get your order returned.

Goods can be returned in one of two ways;

A) Collected from your address via TNT couriers on our account at the customers expense, please note customer must be present at the address from 9.00am till 6.00pm on the day of collection otherwise charges may be incurred. B) Using your own courier service or Royal Mail, please note customers using Royal Mail must make sure that they retain a receipt in the event of an order being lost.

8. Refunding orders


8.1 Refunding cancelled orders
Cancelled orders that have been returned and received at the address listed on 7.3 of the returns section of our terms and conditions will be refunded within 14 days of the goods being received. We regret to say we are unable to refund initial delivery costs and return delivery costs.

8.2 Refunding damaged and faulty orders
Damaged or Faulty orders will be refunded within 14 days of the order being inspected by a member of the Somerset Willow Growers team and received via the address on 7.3 of the Returns section of our terms and conditions, orders found to be damaged or faulty will have the delivery cost also refunded in accordance with 8.3 of the refund policy. We reserve the right to not refund any damaged or faulty order which has been returned and received without a problem or fault.

8.3 Refunding delivery costs

8.3.1 Damaged and faulty order- delivery refunds
Initial delivery cost and return delivery costs on damaged or faulty goods will be refunded once the goods have been checked by a member of our customer services, customers using their own methods of delivery to return orders will not have these costs reimbursed.

8.3.2  Cancelled orders – delivery refunds
Orders which have been cancelled in accordance with 7.2 of the returns policy will not be able to receive a refund on any part of the delivery to or from the customer.

8.3.3 Missed deliveries
We regret that deliveries missed due to the customer not being present to receive and sign for their order will not be entitled to a refund and in some cases may be charged an additional delivery cost.

© Copyright 2024 Somerset Willow Growers. Bon Accord, Bussex Farm, Westonzoyland, Nr Bridgwater, Somerset, TA7 0EU | VAT Number: 890 9185 81 Evo