Unfortunately, these have to be quite long and detailed, but we hope they explain everything clearly. . . if they do not, or if you have any comments or further queries, do let us know!
Our Guarantee to You
All products are supplied with a complete and unconditional guarantee for the first 30 days after you receive them, which is in addition to your statutory rights. If the plant that we send you does not thrive, then we will send you a direct replacement product FREE OF CHARGE, without question – all we ask is that you pay for the Postage, Packing and Insurance for the item.
If the product you ordered is no longer available, we will happily replace it with an item of equivalent value.
Delivery Charges Fully Explained and Demystified
Here at Claines Canna we want our PP&I charges to be fair. Therefore, you will normally only ever pay one P&P charge however large you order.
We carefully calculate PP&I charges for every item based on our actual costs, so if you order 2 or more different items, you will pay just the one PP&I charge which relates to the largest item in your basket. (The smaller ones will therefore typically travel for free!) Also, if you order 2 or more of the same item, then you will also only pay one P&P charge!
There are a very small number of unavoidable exceptions to this:
- Where orders of greater than 5 units of any product are ordered, Claines Canna reserves the right to apply appropriate delivery charges, which will be passed on at cost.
- If you live in the Highlands or Islands of Scotland, Northern Ireland, on the Isle Of Man, Isle Of Wight or in the Channel Islands, there will usually be surcharges applied, which are charged by our courier. We merely pass these costs on to you for any items to which they apply. Surcharged postcodes include – but are not limited to – the following: AB, BT, DD8-11, GY, HS, IM, IV, JE, KA27-28, KW, PA20-80, PH19-50, TR21-25, ZE
Where such surcharges do apply, the additional cost will be £6.00 per order.
If you are unsure of your delivery charges, or need confirmation because you live in one of the areas mentioned above, it will always be confirmed in your basket at checkout on our website, or alternatively, please feel free to call us on +33 00 00 00 00.
We will always endeavour to send your goods to you promptly and we will usually dispatch in-stock items within 3-5 working days. This will be detailed on the product page where applicable. Otherwise, we commit to sending your order within 7 working days, unless a pre-order item is included.
In instances where we take orders for delivery within a pre-published delivery window, we will publish the expected delivery time in our printed catalogues and advertising – and repeat this in the product listing on our website. We try our best to be on time, however, please allow seven days either side of the pre-order date for dispatch, as in most cases this is weather-dependent!
If anything changes due to unexpected seasonal factors, we will of course try to let you know. The quickest and easiest way to keep you informed of any changes to your order is by email – so make sure that we have the correct one for you when you place your order.
If part of your order is available for immediate dispatch and part is for pre-ordered items, we will occasionally hold on to your order to deliver in just one parcel. If you have ordered a pre-order item, yet you require part of your order immediately, we are sometimes able to split an order on request – in such cases we reserve the right to charge an additional delivery charge to accommodate this.
Paying for Your Goods
Our secure and legally compliant payment system will allow you to pay for your goods by PayPal. All payments are processed on receipt of your order.
The Price of Items You Buy
Prices always include VAT where appropriate. If the VAT rate changes or there are any unforeseen circumstances affecting the price of goods, we reserve the right to increase or decrease prices accordingly.
Product Details & Substitutes
Any information we publish electronically or via printed materials is always intended to be as accurate as possible. However, in some cases approximate dimensions or capacities may have to be given. We are selling natural, living items and therefore the exact size will understandably vary a little. On rare occasions we may have to substitute a very similar item for something you have ordered. We will always do this with care and ensure the replacement is appropriate. If you find a substitute that we send you is unacceptable, please let us know and we will refund the value of the item in question.
Trade / Wholesale Orders
Whilst we are more than happy to take orders from everyone, we cannot guarantee to make any special arrangements for orders made on behalf of any commercial enterprise in order to meet certain deadlines or deviate from our standard delivery procedures. Whilst we will obviously make every reasonable effort to accommodate customer requests, and we always endeavour to ensure deliveries are delivered promptly, our couriers cannot provide a specifically timed delivery or guarantee delivery for a specific day.
Any orders placed by or on behalf of a commercial enterprise will always be treated in the same way as any other order and subject to our standard prices and delivery promise. All orders are subject to our standard Terms & Conditions and we will always abide by the Consumer Rights Act 2015. Claines Canna cannot accept any liability in addition to that which customers are entitled to under the terms of these. In such cases where a refund is provided, our liability is strictly limited to the value of the order including the cost of the product and the associated delivery charge.
A detailed confirmation of the specification of the product will be provided to customers prior to confirmation of their order, in addition to full details regarding charging and shipping of the order.
Such orders will only be taken on a sold as seen basis and full payment must be received prior to shipment.
All rights, including copyright, in the content of the web site are owned or controlled by Claines Canna. In accessing any of this web site, you agree that you may only download any content for your own individual and non-commercial use. You are not permitted to copy, broadcast, download, store (in any medium) transmit, show or play in public, adapt or change in any way the content of the web pages for any other purpose without the prior written permission of Claines Canna.
How to Contact Us
There are two main ways to contact us and we will always deal with your question or query as quickly as possible – normally always within 24 hours of receipt.
- Use the ‘Contact Us’ email form on our web site.
- Email us at email@example.com
Whenever you contact us about your order, please confirm your name, address, email and order number as this will allow us to deal with your query most quickly.
If you need to cancel an order, please contact us as soon as you can. It is your responsibility to take reasonable care of the goods whilst in your possession and they must be returned to us promptly in saleable condition at your costs. Your statutory rights are unaffected by any of these business terms.
Your Privacy and Data – please follow this link to the section covering this topic.
Who we are
www.clainescanna is the trading brand of Claines Canna, a company based in England and Wales,
Postal address – Claines Canna, 94 Route de La Davière, 50800 Beslon, Basse Normandie, France.
Offer Codes, Vouchers & Discounts
We often run special promotions through a variety of media. In such cases, the prices quoted are only available with the application of an offer code, which is quoted in the promotional material. Some of these are applied automatically, such as when you click through from one of our email newsletters, or go to a direct link quoted in a newspaper advert. Others should be applied by entering the code you have into the “Do you have an offer code?” box as you checkout, or by quoting it as you order by phone.
Strictly, only one offer code can be applied to your order, otherwise it would be possible to “stack” discount codes up together and we’d often end up losing money!
Please ensure that you have the correct offer code applied when you checkout as, once your order has been dispatched, we may not be able to honour some offers should you use the wrong code. Should you wish to purchase various discounted items from different promotions together, please Contact Us and we’d be happy to arrange our best possible price for you.