Delivery & Returns

Delivery – FAST & FREE for orders over £500

All orders received by us are shipped subject to availability.

Some products are imported or manufactured to order and are not held in stock. You will be given an estimated delivery date with the confirmation of your order that will not normally exceed 5 weeks from the date of order. If a longer delivery date is given, you will be offered the opportunity to cancel your order and receive a full refund.

We cannot be held responsible for disruption to shipping caused by industrial disputes or action outside our direct control. If such disruption occurs you will be offered delivery via an alternative delivery or fulfilment company.

All delivery dates provided are best estimates only and are NOT GUARANTEED as some products are imported or manufactured to order and unforeseen delays can arise during the manufacturing or import process. Ascend Plant Displays will not be held liable for any loss of profit claims or any additional incurred costs resulting from incorrect/late deliveries or damaged goods. We also cannot be held responsible for disruption to deliveries caused by industrial disputes or any action of the courier concerned which is outside our direct control.

Courier Deliveries are carried out from 2 to 28 working days and depends on the item. The delivery time is clearly stated on each product page, next to the product. The delivery time could be longer due to special circumstances or for imported or customised products.   You will be contacted to arrange delivery between the hours of 8am – 5pm Monday to Friday, however if an arranged delivery is attempted and there is nobody to provide a signature, it will be taken back to the depot and re-delivered on another day but will incur a re-delivery charge which is to be paid direct to the carrier to enable re-delivery of the goods. For ease it is preferred that you provide a mobile phone number. For international deliveries please contact us after placing the order.

Delivery Criteria – Large Deliveries
1. Delivery is to the nearest kerb-side or hard-standing by a tail lift vehicle
2. Goods cannot be left on a public road or pavement
3. The unloading area must be smooth and level with no slopes, and also be large enough to accept a heavy goods vehicle
4. Deliveries are made Monday – Friday only, between 8am and 5pm unless agreed otherwise

Late deliveries and other problems.
We do of course make every effort to ensure that your order will arrive within the delivery times shown on the website. Unfortunately, on rare occasions this may not always be possible. Should your order be delayed or fail to arrive when expected, please contact us immediately and we will do our best to resolve any problems. Please note that our liability does not extend to providing compensation for late or failed deliveries.

Cancellation Rights, Returns and Refunds

As a non-business customer under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase for non-customised goods.  However, to exercise this right you must notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.  Business customers do not have this right and all orders are deemed final.

No right of cancellation exists for personalised goods or custom-made items, unless defective.

As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.

No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.

Returns & Exchanges- peace of mind guaranteed

Our return policy does not apply to sale items or bespoke/made-to-order items. “Made to order” or “bespoke” items will usually be described as such on the website. In addition, anything where you specify, for example a colour or size that is not described on the website is considered “made to order”. Unfortunately, “made to order” or “bespoke” items cannot be cancelled or returned.

As per the Consumer Contracts Regulations (excluding business customers) If you’re not happy with anything you’ve bought, simply email us within 14 days of receiving the item, and after having received a returns form send the item back to us for a refund.  Items must be returned back to us within 28 days of receipt of order

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note that most of our products are very fragile and need to be packed very well before sending back, even if you have unopened packaging please ensure it is well packed, even it if means using extra protective packaging.

It is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service, for which we can provide cost estimates. Return delivery cost can often be more than you paid to have the item delivered, as our delivery charges are subsidised. We are not responsible if goods are returned damaged in original packaging, on receipt of damaged goods, we will inform you immediately and supply you with all images and documents so you can raise a claim with the couriers.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us

Faulty Products or Damaged Products

Where you experience a fault with a product it can be returned to us subject to our returns policy.

If goods are delivered by carrier by signing the delivery document you are accepting that there are no discrepancies or damaged goods.  You must check the consignment thoroughly before signing. If goods are signed for without comment then it is important to note that the Company will accept no claims for damaged or missing goods from that consignment as we are unable to claim insurance ourselves. If you are in any doubt at all you MUST sign for the goods as DAMAGED.

Goods that are sealed or shrink-wrapped and if this is removed can only be returned if they are defective.

Damaged or missing goods must be reported, in writing with photographic evidence, within 24 hours of receipt or credit claims will not be entertained.

Please observe the following procedure for all returns to us:

On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.

If you are returning your product because it is defective, please state the defect or defects.

Repackage the product in its original packaging, including any accessories, manuals, guarantees or warranties that came with the product. Unfortunately, we will be unable to issue a refund where the product is in an incomplete state.

If the original packaging surrounding the product has been damaged or destroyed, we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.

You are responsible for paying any postage or shipping costs incurred when returning the product

We recommend that all returns be sent by registered post, so that a record of the return is available for you

We will not issue refunds for any items lost or stolen in transit to us.

Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.

Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.

Events outside our control

We shall not be liable for delay or failure to perform any obligation under these terms & conditions if the delay or failure is caused by any circumstances beyond our reasonable control, including, but not limited to, acts of god, war, civil disorder or industrial dispute.

Shipping and Customs Duty

If you are ordering a product from outside the UK the recipient of the product is responsible for all customs duties or tariffs incurred in the country to which the products are shipped. Furthermore, your order may be subject to delay or be opened and searched by local customs authorities when entering the destination country. Please note we are unable to provide specific advice on customs duties or tariffs.

Customer Complaints

We endeavour to respond to all customer complaints or queries within five working days.