Terms & Conditions

Welcome to the Basil Bush Limited website (www.basilbush.co.uk).

By accessing or using this website, you agree to be bound by these Terms & Conditions. Please read them carefully before using our services. If you do not agree to these terms, you should discontinue use of the site immediately. These Terms & Conditions govern your use of our website, purchase of goods, shipping arrangements, returns, privacy practices, and related services.

1. Company Information

Basil Bush Limited
Company Number: 04907883
Registered Office:
Unit 6, Riverside Business Park,
Lyon Road,
London,
SW19 2RL, United Kingdom Email: customerservice@basilbush.co.uk
Phone: +44 238 202 7934
Website: www.basilbush.co.uk

2. Use of Our Website

By using our site, you agree that:

• You are at least 18 years old.
• You will provide accurate and complete information when creating an account or placing an order.
• You will not misuse the website, attempt to breach security, or use the site for unlawful purposes.

We reserve the right to modify or withdraw the site (in whole or part) at any time without notice.

3. Product Information

We make every effort to display product descriptions, images, and details accurately. However:

• Colours, dimensions, and appearance may vary slightly.
• Prices and availability are subject to change without notice.
• We reserve the right to correct errors or update information at any time.
  
  

4. Orders & Contract Formation

When you place an order, you will receive an order confirmation email. This email acknowledges receipt but does not constitute acceptance. A contract is formed only when your order is dispatched.
We reserve the right to cancel or refuse any order at our discretion, including where:

• Items are out of stock
• Pricing errors occur
• Fraud is suspected
• Shipping restrictions apply
  
  

5. Shipping Terms

These terms apply to all orders placed through www.basilbush.co.uk.

5.1 Processing Times

• Orders placed before 12pm (Mon–Fri): Dispatched same business day
• Orders placed after 12pm (Mon–Fri): Dispatched within 1–2 business days
• Weekends & UK public holidays are not business days
• A dispatch confirmation with tracking (where applicable) will be emailed to you
  
  

5.2 Shipping Regions

We ship to:

• Great Britain
• Northern Ireland
  We currently do not offer international shipping.
  
  

5.3 Shipping Methods & Delivery Estimates

We use DPD and DHL, and occasionally alternative couriers for heavy orders over 30kg. Typical delivery timeframes:

• Standard Delivery: 2–4 business days
• Next Day Delivery: 1–2 business days
• Next Day (AM): 1–2 business days, delivery by 12pm
• Next Day (Saturday): Delivery on Saturday

Heavy-item deliveries:

• You will be notified at checkout if an alternate courier is used
• Tracking will be provided separately

All orders are shipped in discreet, unbranded packaging. Delivery times may vary due to weather, seasonal demand, strikes, or courier delays.

5.4 Shipping Rates

• Free Delivery: Orders over £35
• Next Day: £4.99
• Next Day (AM): £7.49
• Next Day (Saturday): £9.99

Rates are automatically calculated at checkout.

5.5 Tracking

Tracking details will be emailed once your order is dispatched.
Please allow up to 24 hours for courier tracking to update. If you do not receive tracking as expected, contact:

📧 customerservice@basilbush.co.uk

5.6 Incorrect or Incomplete Addresses

Customers are responsible for entering correct delivery details.
If an order is returned due to incorrect or incomplete address information:

• You may be required to pay an additional fee to resend the parcel.
  
  

5.7 Lost, Delayed, or Stolen Packages

Basil Bush Limited is not responsible for:

• Courier delays
• Packages marked as delivered but not located
• Stolen items

If your tracking shows "delivered" but you cannot find your parcel, please:

1. Check with neighbours
2. Contact the courier to open an investigation
3. Contact us—replacements/refunds are assessed case-by-case
   
   

5.8 Damaged Items

If your order arrives damaged, notify us within 48 hours via:
customerservice@basilbush.co.uk Include:

• Photos of the damaged item
• Photos of external and internal packaging

We will arrange a replacement or refund depending on availability.

5.9 Changes or Cancellations

Once an order is processed or dispatched, we may be unable to amend or cancel it.
For urgent requests, contact us immediately:

📧 customerservice@basilbush.co.uk
📞 +44 238 202 7934

6. Returns & Replacements

6.1 Return Period

Under the Consumer Rights Act 2015, you may return unused, saleable items within 30 days for a refund.

6.2 Damaged or Incorrect Items

Report within 48 hours with photos.

6.3 Broken but Replaceable Parts

If a part of your item breaks and you believe it can be replaced, email us with:

• Your order number
• Photos of the broken part
  We will assist where possible.
  
  

7. Payments

We accept:

• VISA
• Mastercard
• American Express
• Google Pay
• Apple Pay

All payments are processed in GBP.
If using a non-UK card, your bank may convert the transaction. If payment fails:

• Check billing address accuracy
• Ensure your bank permits overseas transactions

Your statement will show the charge as Basil Bush.

8. Customer Support

Operating Hours:
Monday–Friday, 10:30am – 5:00pm GMT Phone: 0238 202 7934
Email: customerservice@basilbush.co.uk We do not currently offer:

• Public-facing retail spaces
• In-person collections
  
  

9. Privacy Policy

This section summarises our full Privacy Policy (included below). We comply with UK GDPR and ensure your data is collected, processed, and stored safely.
For full details, see Section 20 of this document.

10. Limitation of Liability

 To the maximum extent permitted by law:

• We are not liable for indirect, incidental, or consequential losses.
• We are not responsible for courier delays or issues outside our control.
• Our total liability for any claim is limited to the amount you paid for the product(s).

This does not limit your statutory rights.

11. Intellectual Property

All content on this website—including text, images, graphics, and logos—is owned by Basil Bush Limited or licensed to us.
You may not reproduce, copy, or use content without our explicit written permission.

12. Prohibited Uses

 You may not use the site to:

• Commit fraud
• Transmit harmful code
• Collect data unlawfully
• Impersonate others
• Harass or harm staff or customers

We may block or terminate accounts for misuse.

13. Third-Party Services

 We work with trusted third-party providers including:

• Google Analytics
• Mailchimp
• Payment processors
• IT and hosting providers

These partners may handle data as needed to provide their services.

14. International Access

Our website may be accessed from outside the UK but we only ship within Great Britain and Northern Ireland.

15. Events Outside Our Control

We are not liable for delays or failures caused by events beyond our reasonable control, including:

• Strikes
• Carrier delays
• Severe weather
• Acts of God
• System failures
  
  

16. Changes to These Terms

We may update these Terms & Conditions periodically.
Changes apply from the moment they are posted on this page.

17. Governing Law

These Terms are governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the English courts.

18. Contact Us

For questions relating to these Terms & Conditions:

📧 customerservice@basilbush.co.uk
📞 +44 238 202 7934