Terms of service

Please read all these terms and conditions.

As we can accept your order and make a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure that they contain all that you want and nothing that you are not happy with. If you are not sure about anything, just phone us on 02084201959.

Application

These Terms and Conditions will apply to the purchase of the goods by you (the Customer or you). We are Glentons Limited whose trading name is Carpenders Park Garden Centre a company registered in England and Wales under number 06081797 and with VAT number GB 982 8480 71 whose registered office is at Carpenders Park Garden Centre, Little Oxhey Lane, Watford, Hertfordshire, WD19 5BA with email address info@carpenders.co.uk; telephone number 02084201959; (the Supplier or us or we).

These are the terms on which we sell all Goods to you. By ordering any of the Goods, you agree to be bound by these Terms and Conditions. Before placing an order on the Website, you will be asked to agree to these Terms and Conditions by clicking on the button marked 'I Accept'. If you do not click on the button, you will not be able to complete your Order. You can only purchase the Goods from the Website if you are eligible to enter into a contract and are at least 18 years old.

Interpretation

Consumer means an individual acting for purposes which are wholly or mainly outside his or her trade, business, craft or profession;

Contract means the legally-binding agreement between you and us for the supply of the Goods;

Delivery Location means the Supplier's premises or other location where the Goods are to be supplied, as set out in the Order;

Durable Medium means paper or email, or any other medium that allows information to be addressed personally to the recipient, enables the recipient to store the information in a way accessible for future reference for a period that is long enough for the purposes of the information, and allows the unchanged reproduction of the information stored;

Goods means the goods advertised on the Website that we supply to you of the number and description as set out in the Order;

Order means the Customer's order for the Goods from the Supplier as submitted following the step by step process set out on the Website;

Privacy Policy means the terms which set out how we will deal with confidential and personal information received from you via the Website;

Website means our website www.carpenders.co.uk on which the Goods are advertised.

Goods

The description of the Goods is as set out in the Website, catalogues, brochures or other form of advertisement. Any description is for illustrative purposes only and there may be small discrepancies in the size and colour of the Goods supplied.

In the case of any Goods made to your special requirements, it is your responsibility to ensure that any information or specification you provide is accurate.

All Goods which appear on the Website are subject to availability.

We can make changes to the Goods which are necessary to comply with any applicable law or safety requirement. We will notify you of these changes.

Personal information

We retain and use all information strictly under the Privacy Policy.

We may contact you by using e-mail or other electronic communication methods and by pre-paid post and you expressly agree to this.

Basis of Sale

The description of the Goods in our website does not constitute a contractual offer to sell the Goods. When an Order has been submitted on the Website, we can reject it for any reason, although we will try to tell you the reason without delay.

The Order process is set out on the Website. Each step allows you to check and amend any errors before submitting the Order. It is your responsibility to check that you have used the ordering process correctly.

A Contract will be formed for the sale of Goods ordered only when you receive an email from us confirming the Order (Order Confirmation). You must ensure that the Order Confirmation is complete and accurate and inform us immediately of any errors. We are not responsible for any inaccuracies in the Order placed by you. By placing an Order you agree to us giving you confirmation of the Contract by means of an email with all information in it (ie the Order Confirmation). You will receive the Order Confirmation within a reasonable time after making the Contract, but in any event not later than the delivery of any Goods supplied under the Contract.

Any quotation is valid for a maximum period of 7 days from its date, unless we expressly withdraw it at an earlier time.

No variation of the Contract, whether about description of the Goods, Fees or otherwise, can be made after it has been entered into unless the variation is agreed by the Customer and the Supplier in writing.

We intend that these Terms and Conditions apply only to a Contract entered into by you as a Consumer. If this is not the case, you must tell us, so that we can provide you with a different contract with terms which are more appropriate for you and which might, in some respects, be better for you, eg by giving you rights as a business.

Price and Payment

The price of the Goods and any additional delivery or other charges is that set out on the Website at the date of the Order or such other price as we may agree in writing.

Prices and charges include VAT at the rate applicable at the time of the Order.

You must pay by submitting your credit or debit card details with your Order and we can take payment immediately or otherwise before delivery of the Goods.

The credit or debit card being used to make payment for the Goods must be registered to the delivery address

Delivery

We will deliver the Goods, to the Delivery Location by the time or within the agreed period or, failing any agreement, without undue delay and, in any event, not more than 30 days after the day on which the Contract is entered into.

In any case, regardless of events beyond our control, if we do not deliver the Goods on time, you can (in addition to any other remedies) treat the Contract at an end if:

we have refused to deliver the Goods, or if delivery on time is essential taking into account all the relevant circumstances at the time the Contract was made, or you said to us before the Contract was made that delivery on time was essential; or
after we have failed to deliver on time, you have specified a later period which is appropriate to the circumstances and we have not delivered within that period.

If you treat the Contract at an end, we will (in addition to other remedies) promptly return all payments made under the Contract.

If you were entitled to treat the Contract at an end, but do not do so, you are not prevented from cancelling the Order for any Goods or rejecting Goods that have been delivered and, if you do this, we will (in addition to other remedies) without delay return all payments made under the Contract for any such cancelled or rejected Goods. If the Goods have been delivered, you must return them to us or allow us to collect them from you and we will pay the costs of this.

If any Goods form a commercial unit (a unit is a commercial unit if division of the unit would materially impair the value of the goods or the character of the unit) you cannot cancel or reject the Order for some of those Goods without also cancelling or rejecting the Order for the rest of them.

We do not generally deliver to addresses outside England and Wales, Scotland, Northern Ireland, the Isle of Man and Channels Islands. If, however, we accept an Order for delivery outside that area, you may need to pay import duties or other taxes, as we will not pay them.

You agree we may deliver the Goods in instalments if we suffer a shortage of stock or other genuine and fair reason, subject to the above provisions and provided you are not liable for extra charges.

If you or your nominee fail, through no fault of ours, to take delivery of the Goods at the Delivery Location, we may charge the reasonable costs of storing and redelivering them.

The Goods will become your responsibility from the completion of delivery or Customer collection. You must, if reasonably practicable, examine the Goods before accepting them.

All deliveries of bagged products are to roadside kerb only. Requests to carry other goods to a domestic or commercial property are at the driver’s discretion.

Customers ordering vehicles off the public road do so entirely on their responsibility.

We are unable to give an exact delivery time and therefore cannot be liable for losses or labour costs incurred by the customer or his/her agent waiting for goods to arrive.

Risk and Title

Risk of damage to, or loss of, any Goods will pass to you when the Goods are delivered to you.

You do not own the Goods until we have received payment in full. If full payment is overdue or a step occurs towards your bankruptcy, we can choose, by notice to cancel any delivery and end any right to use the Goods still owned by you, in which case you must return them or allow us to collect them.

Withdrawal, returns and cancellation

You can withdraw the Order by telling us before the Contract is made, if you simply wish to change your mind and without giving us a reason, and without incurring any liability.

This is a distance contract (as defined below) which has the cancellation rights (Cancellation Rights) set out below. These Cancellation Rights, however, do not apply, to a contract for the following goods (with no others) in the following circumstances:

goods that are made to your specifications or are clearly personalised;
goods which are liable to deteriorate or expire rapidly.

Also, the Cancellation Rights for a Contract cease to be available in the following circumstances:

in the case of any sales contract, if the goods become mixed inseparably (according to their nature) with other items after delivery.

Right to cancel

Subject as stated in these Terms and Conditions, you can cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party, other than the carrier indicated by you, acquires physical possession of the last of the Goods. In a contract for the supply of goods over time (ie subscriptions), the right to cancel will be 14 days after the first delivery.

To exercise the right to cancel, you must inform us of your decision to cancel this Contract by a clear statement setting out your decision (eg a letter sent by post, fax or email). You can use the attached model cancellation form, but it is not obligatory. In any event, you must be able to show clear evidence of when the cancellation was made, so you may decide to use the model cancellation form.

You can also electronically fill in and submit the model cancellation form or any other clear statement of the Customer's decision to cancel the Contract on our website www.carpenders.co.uk. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation in a Durable Medium (eg by email) without delay.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Model cancellation Form

To: Glentons Limited t/a Carpenders Park Garden Centre, Little Oxhey Lane Watford Hertfordshire WD19 5BA
Email address: info@carpenders.co.uk Telephone number: 02084201959
I/We[*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] [for the supply of the following service [*], Ordered on [*]/received on [*]______________________(date received)
Name of consumer(s):
Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper)

Date

[*] Delete as appropriate.

Effects of cancellation in the cancellation period

Except as set out below, if you cancel this Contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

Deduction for Goods supplied

We may make a deduction from the reimbursement for loss in value of any Goods supplied, if the loss is the result of unnecessary handling by you (ie handling the Goods beyond what is necessary to establish the nature, characteristics and functioning of the Goods: eg it goes beyond the sort of handling that might be reasonably allowed in a shop). This is because you are liable for that loss and, if that deduction is not made, you must pay us the amount of that loss.

EXAMPLE: Garden furniture item boxes opened and returned are subject to a 15% restocking charge.

Timing of reimbursement

If we have not offered to collect the Goods, we will make the reimbursement without undue delay, and not later than:

14 days after the day we receive back from you any Goods supplied, or
(if earlier) 14 days after the day you provide evidence that you have sent back the Goods.

If we have offered to collect the Goods or if no Goods were supplied, we will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this Contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

Returning Goods

If you have received Goods in connection with the Contract which you have cancelled, you must send back the Goods or hand them over to us at Carpenders Park Garden Centre, Little Oxhey Lane, Watford, Hertfordshire, WD19 5BA without delay and in any event not later than 14 days from the day on which you communicate to us your cancellation of this Contract. The deadline is met if you send back the Goods before the period of 14 days has expired. You agree that you will have to bear the cost of returning the Goods.

For the purposes of these Cancellation Rights, these words have the following meanings:

distance contract means a contract concluded between a trader and a consumer under an organised distance sales or service-provision scheme without the simultaneous physical presence of the trader and the consumer, with the exclusive use of one or more means of distance communication up to and including the time at which the contract is concluded;
sales contract means a contract under which a trader transfers or agrees to transfer the ownership of goods to a consumer and the consumer pays or agrees to pay the price, including any contract that has both goods and services as its object.

Collections of goods are chargeable. The charge is determined on the location and size of the item(s).

Conformity and Guarantee

We have a legal duty to supply the Goods in conformity with the Contract, and will not have conformed if it does not meet the following obligation.

Upon delivery, the Goods will:

be of satisfactory quality;
be reasonably fit for any particular purpose for which you buy the Goods which, before the Contract is made, you made known to us (unless you do not actually rely, or it is unreasonable for you to rely, on our skill and judgment) and be fit for any purpose held out by us or set out in the Contract; and
conform to their description.

It is not a failure to conform if the failure has its origin in your materials.

We will immediately, or within a reasonable time, give you the benefit of the free guarantee given by the manufacturer of the Goods. Details of the guarantee, including the name and address of the manufacturer, the duration and territorial scope of the guarantee, are set out in the manufacturer's guarantee provided with the Goods. This guarantee will take effect at the time the Goods are delivered, and will not reduce your legal rights.

Successors and our sub-contractors

Either party can transfer the benefit of this Contract to someone else, and will remain liable to the other for its obligations under the Contract. The Supplier will be liable for the acts of any sub-contractors who it chooses to help perform its duties.

Circumstances beyond the control of either party

In the event of any failure by a party because of something beyond its reasonable control:

the party will advise the other party as soon as reasonably practicable; and
the party's obligations will be suspended so far as is reasonable, provided that that party will act reasonably, and the party will not be liable for any failure which it could not reasonably avoid, but this will not affect the Customer's above rights relating to delivery and any right to cancel, below.

Privacy

Your privacy is critical to us. We respect your privacy and comply with the General Data Protection Regulation with regard to your personal information.

These Terms and Conditions should be read alongside, and are in addition to our policies, including our privacy policy (https://carpenders.co.uk/privacy) and cookies policy (https://carpenders.co.uk/cookies).

For the purposes of these Terms and Conditions:

'Data Protection Laws' means any applicable law relating to the processing of Personal Data, including, but not limited to the Directive 95/46/EC (Data Protection Directive) or the GDPR.
'GDPR' means the General Data Protection Regulation (EU) 2016/679.
'Data Controller', 'Personal Data' and 'Processing' shall have the same meaning as in the GDPR.

We are a Data Controller of the Personal Data we Process in providing Goods to you.

Where you supply Personal Data to us so we can provide Goods to you, and we Process that Personal Data in the course of providing the Goods to you, we will comply with our obligations imposed by the Data Protection Laws:

before or at the time of collecting Personal Data, we will identify the purposes for which information is being collected;
we will only Process Personal Data for the purposes identified;
we will respect your rights in relation to your Personal Data; and
we will implement technical and organisational measures to ensure your Personal Data is secure.

For any enquiries or complaints regarding data privacy, you can e-mail: data@carpenders.co.uk.

Excluding liability

The Supplier does not exclude liability for: (i) any fraudulent act or omission; or (ii) for death or personal injury caused by negligence or breach of the Supplier's other legal obligations. Subject to this, the Supplier is not liable for (i) loss which was not reasonably foreseeable to both parties at the time when the Contract was made, or (ii) loss (eg loss of profit) to the Customer's business, trade, craft or profession which would not be suffered by a Consumer - because the Supplier believes the Customer is not buying the Goods wholly or mainly for its business, trade, craft or profession.

Governing law, jurisdiction and complaints

The Contract (including any non-contractual matters) is governed by the law of England and Wales.

Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, in the courts of respectively Scotland or Northern Ireland.

We try to avoid any dispute, so we deal with complaints in the following way: If a dispute occurs customers should contact us to find a solution. We will aim to respond with an appropriate solution within 5 days.

Picture Challenge 2026

#CarpendersPatch

The promoter is Glentons Limited, trading as Carpenders Park Garden Centre, Little Oxhey Lane, Watford WD19 5BA ("we", "us").
The promotion is open to UK residents aged 18 or over, excluding employees of Glentons Limited, their immediate families and anyone professionally connected with the promotion.
The promotion opens at 00:01 on Saturday 3 October 2026 and closes at 23:59 on Sunday 1 November 2026. Entries received after the closing time will not be considered.
To enter, take a photo or video at The Patch or Pumpkin Nights at Carpenders Park Garden Centre during the promotion period and either (a) post it publicly on Instagram or Facebook as a post, Reel or Story, tagging @[handle] and using #CarpendersPatch, or (b) post it as a comment on our pinned Picture Challenge post on Facebook. Your account must be public for us to see your entry.
No purchase is necessary. Entry to The Patch is free. You may enter as many times as you like but may win only once.
Entries must be your own work, taken at Carpenders Park Garden Centre during the promotion period. You must have the permission of every person shown, and of a parent or guardian for anyone under 18. Entries that are offensive, show unsafe behaviour (such as climbing on displays) or breach Instagram's or Facebook's terms will be excluded.
The prize is one £100 Carpenders Park Garden Centre gift voucher, valid for 12 months from issue and redeemable across the garden centre and The Evergreen Restaurant. There is no cash alternative and the prize is not transferable. We may substitute a prize of equal or greater value if circumstances require.
A panel from our team will choose the entry that best captures The Patch, judged on creativity, composition and autumn atmosphere. Judging takes place on Monday 2 November 2026. The judges' decision is final and no correspondence will be entered into.
The winner will be contacted by direct message on the platform they entered from within 48 hours of judging and announced on our social channels on Wednesday 4 November 2026. If the winner has not responded within 7 days of being contacted, we may select an alternative winner. The voucher is collected in store or posted to a UK address.
By entering you grant us a non-exclusive, royalty-free licence to repost your entry on our social channels, website and in-store screens, credited to your account name. The winner agrees to the publication of their first name and winning photo. The winner's surname and county are available for one month after the closing date on request to [email address], unless the winner objects.
We use entrants' details only to run this promotion. See our privacy policy at [privacy policy link].
We reserve the right to cancel or amend the promotion if circumstances beyond our reasonable control make this necessary. These terms are governed by the laws of England and Wales.
This promotion is in no way sponsored, endorsed or administered by, or associated with, Instagram or Facebook (Meta Platforms, Inc.). By entering you release Meta from all liability in connection with this promotion.

The Pumpkin Patch and The Pumpkin Nights

By purchasing a ticket to, or attending, one of our Pumpkin Patch events, visitors agree to the following terms and conditions, subject to their statutory rights.

1. Outdoor Event & Weather Conditions

Our Pumpkin Patch is an outdoor experience and operates in typical autumn weather conditions, including rain, wind and colder temperatures.

We strongly recommend that all visitors wear suitable outdoor clothing, including warm and waterproof clothing, and appropriate footwear such as wellington boots or sturdy, non-slip shoes.

Please be aware that outdoor surfaces may become wet, muddy, uneven or slippery, particularly following rainfall. Visitors are expected to take reasonable care when walking around the event and to follow all safety signs and instructions provided by our staff.

The Pumpkin Patch will generally remain open during periods of rain and other typical autumn weather conditions. Rain or unfavourable weather alone does not entitle ticket holders to a refund where the event is able to proceed safely as scheduled.

Carpenders Park Garden Centre reserves the right to modify, postpone or cancel an event where severe weather, safety concerns or circumstances beyond our reasonable control make it unsafe or impractical to proceed.

Children must remain under the supervision of a responsible adult at all times.

Nothing in these terms excludes or limits our liability where doing so would be unlawful, including liability for death or personal injury caused by our negligence.

2. Ticket Cancellation & Refund Policy

All Pumpkin Patch tickets are purchased for a specific event date and time.

Refund requests must be submitted at least 48 hours before the scheduled start time of the booked event.

The following conditions apply:

More than 48 hours before the event: Customers may request cancellation and a refund by contacting us at info@carpenders.co.uk.
Within 48 hours of the event: Tickets are non-refundable if customers cancel their booking or are unable to attend.
Failure to attend: No refunds will be provided for missed bookings or failure to attend the event.
Weather-related cancellations by customers: Refunds will not be issued solely because of rain, cold temperatures or other normal autumn weather conditions, provided the event proceeds as scheduled.
Booking amendments: Requests to change an event date or time must be made as early as possible and are subject to availability. We cannot guarantee that changes will be accommodated.

Where an eligible refund is approved, it will be processed to the original payment method.

If Carpenders Park Garden Centre cancels an event, affected ticket holders will be offered the option of a full refund or an alternative available event date.

Where an event is rescheduled by us and the customer cannot attend the replacement date, a refund will be available.

Nothing in this policy affects customers' statutory consumer rights.

3. Event Photography & Video Recording

During our Pumpkin Patch events, photographs and video recordings may be taken by Carpenders Park Garden Centre staff or authorised photographers.

These images and recordings may be used to document the event and promote Carpenders Park Garden Centre through our official website, social media accounts, advertisements and other promotional materials, where permitted by applicable data protection law.

We aim to capture the atmosphere of our events, including general crowd photographs, displays, activities and visitors enjoying the experience.

If you or any children in your care do not wish to be photographed, filmed or featured in our promotional content, please notify us before attending or inform a member of our team upon arrival.

You can contact us at info@carpenders.co.uk.

We will take reasonable steps to respect these requests and avoid including individuals who have opted out of event photography.

For identifiable close-up photographs of children intended for promotional use, we will seek appropriate permission from a parent or legal guardian.

If a photograph or video featuring you or your child has already been published and you would like to request its removal, please contact us using the email address above, providing details of the relevant image or publication.

We will review such requests promptly and take appropriate action in accordance with applicable UK data protection legislation.

Photography and video recordings will be managed in accordance with our Privacy Policy and applicable data protection requirements.

4. General Event Safety & Visitor Responsibilities

For the safety and enjoyment of all visitors:

Visitors must follow reasonable instructions provided by event staff.
Children must be supervised by a responsible adult throughout the event.
Visitors should exercise appropriate caution around uneven ground, wet surfaces, decorations and event installations.
Visitors are responsible for taking reasonable precautions to protect their personal belongings.
Carpenders Park Garden Centre reserves the right to refuse admission or require visitors to leave where their behaviour poses a safety risk to themselves, staff or other visitors.

We are committed to providing a safe and enjoyable experience for all guests.

Nothing in these terms excludes or restricts any liability that cannot lawfully be excluded or limits customers' statutory rights.

5. Contact Information

For questions regarding bookings, cancellations, refunds, photography or event conditions, please contact:

Carpenders Park Garden Centre

Little Oxhey Lane, Watford, Hertfordshire, WD19 5BA

Email: info@carpenders.co.uk

Telephone: 020 8420 1959