Terms and Conditions

Orders and Payment:

Orders can be placed by email using the contact details on our website. Once we understand your requirements we will put them into a quotation and send it to you by return. Upon your acceptance of the quotation the contract is formed and we will send an invoice including a delivery charge. It is your responsibility to check the description of the item(s) ordered and to ensure that we have understood your instructions correctly. We will not commence work on your order until we receive payment in full. Once the order is paid in full, we will give you a lead time (this can be discussed prior to placing the order) and we will begin the process of creating your individual and unique Torc pot. Please note that delayed payment will affect the lead time. Payment can be made by bank transfer (our bank account details appear at the bottom of the invoice) or cheque. You will be responsible for complying with any legislation or regulations governing the importation of the goods into the country of destination and for the payment of any duties arising from them.

Lead Times:

Lead times can fluctuate between your first email enquiry and the final placement of the order. Once the order has been paid in full you will be given an approximate lead-time. This is approximate and can be longer on occasions due to the handmade nature of our products but it can also be quicker too!

Cancellation Policy:

Orders may be cancelled in writing if made within 7 days from the date payment was received. After 7 days refund requests will not be accepted.

Tax and Duties:

The taxes and duties are the responsibility of the client for all international orders.. Torc will despatch all orders delivery duty unpaid (incoterm “DAP”). *international classed as outside of the United Kingdom

Deliveries:

All deliveries of our pots and planters are carried out by an established delivery companies. Once the order is nearing completion and ready to ship we will liaise with the delivery company in conjunction with yourselves to secure a delivery date which is convenient for you. They will deliver to the home/business address supplied on the order but are not responsible for placing the pot into position. It should be noted that all deliveries are driveway/kerbside deliveries. The driver will not be authorised or insured to carry your items into position in your garden. To ensure the smooth running of the delivery it is important that you are at home to receive it and that you have organised an adequate number of people/equipment to receive the order. If you are ordering large pots it is advisable to check with ourselves in case forklift/offloading is required at the delivery address. If the pallet(s) are larger than 1400 x 1400 then you will need offloading at the delivery address. If for any reason, there is no one at home to receive the order we will need to re-arrange delivery and this will incur an additional delivery fee. Generally speaking, the driver will allow one hour to unload and thereafter the time will be chargeable to yourself. Occasionally, due to circumstances outside of our control, such as adverse weather, the delivery date may change. We will advise you and reorganise a date to suit you. It will be your responsibility to check the goods upon arrival and if any damage has been sustained in transit please advise us immediately. If you prefer to organise the delivery yourself, please advise us and the delivery fee can be omitted from the invoice. In this case, the responsibility of the pot will be entirely yours from the moment it leaves our studio.

Postage and Packaging:

Torc will pack your pots professionally in order to withstand the rigors of sea and road transport – they will then be shipped on pallets.

Damaged Orders:

Occasionally damage can occur in transit and upon receipt of your order (BEFORE unpacking) please check the packaging carefully for any signs of damage. To make a claim for damage incurred in transit we would require:

  • Photographs of any damage to the packaging whilst the pots are packed in order to uphold a claim

  • Photographic proof of the damaged/unpacked products

  • The photographic proof of said damage needs to be submitted within 12 hours of delivery by the transport company.

Unless we are provided with photographic evidence of the packed AND unpacked pots then you will not be entitled to compensation.

Receiving your Pots:

Upon receipt please make sure to follow these steps:

  • Check for damage to the packaging in the first instance

  • All packaging must be removed upon receipt

  • Check for damage to your pots in the second instance

All products are professionally packaged by our team before sending them out. If moisture gets trapped between the pot and the packaging there is a risk of staining, particularly with the metallic finishes.

We will provide rubber pads to place underneath your pot to aid drainage and help keep the pot out of standing water. Please make sure to place these underneath your pot to ensure proper drainage. If these rubber pads are misplaced we will charge a small fee for any replacements.

Fire Tables, Water Features and Lighting:

If we supply any of the above the respective guarantee for the burner, pump or lights will be with the supplier of these parts; if the burner, pump or lights fail at any point then the issue will need to be taken up by yourself with the supplier for example the guarantee for the lights will be with in-lite® and the guarantees for the fire burners will be with the UK suppliers of which we use several.

Warranties:

All of our pots are sold with a 5 year warranty. The warranty will be invalid if the pot has been placed under extreme conditions. We give full advice regarding pot care on our website and this should be adhered to otherwise the warranty could be rendered invalid. If the pot is defective due to a problem with our manufacturing process, we will either replace or repair the pot – depending on the severity of the problem. It should be noted that warranties are non-transferable.