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Legal info in human words

Dear customers

In the following sections, our business policy has been formulated by lawyers:

Terms and conditions
Quality / Guarantee
Returns
Privacy

This is required and probably cannot sound any different. However, I would like to try to formulate our main principles using human, non-legal words. The lawyers have pointed out to me that the official Terms & Conditions still apply in the legal sense... Of course this is so, but I hope we are all capable of reason and not just hairsplitting.

There are eight points that are important for both of us, for you and for us:

1. We produce and sell plants. You want to succeed with these plants in your garden as quickly as possible. We try to sell you the best possible plants and we do all that we can so that you will be successful with these plants in your garden. Yet you and I know that we are dealing with living goods, and unfortunately we cannot always be in control. This should not excuse everything in the first place; this is only what we should always have in mind when we deal with plants. And to breed good plants, to cultivate them and ship them carefully costs money, and therefore we believe that we deserve the prices, the charges for our deliveries.

2. If you are not satisfied with our plants for any reason upon receipt, we ask that you take a picture immediately and send it to our customer service, describing your complaint. Our customer service will deal with your issue immediately. Our customer service representatives have three response options that are implemented as good and as appropriate as possible: They can explain why a plant is how it is and not otherwise (in autumn all the leaves are no longer green...); they have to acknowledge and accept slight damage, offering you a voucher or price reduction; if the plant has been severely damaged, they need to replace the plant without any further ado. Sending a plant back to us is possible (see Returns Policy), but it doesn’t really make sense for either you or us.

3. We guarantee the growth of our plants for six months. Why not longer, you ask? Because it does not make sense. After 6 months, your impact on the plant is much greater than it had ever been with us. Here’s a tip: If you are unsure about a plant, whether it is growing well, then take a picture of the plant and get in touch with our customer service as fast as possible. They will tell you a fixed date by which the plant must continue to grow healthy. If this is not the case at this time, please send us another photo and the plant will be replaced without difficulty. In fairness, but we must also clearly state that external influences such as mishandling, frost, floods, drought, etc. cannot be blamed on us or our plants. We are guilty in some cases, but not all ;-)

4. It is also fundamental in these unreasonable times that we treat each other properly. It is our most important goal that you buy our plants and that you will buy our plants again, because only then can we survive economically. Happy customers are essential to us! And your goal is to receive good plants, to try out new products in your garden and to enjoy the joys of gardening. And part of all this is that we jointly solve problems should they arise.

5. We help you, even if we do not sell our plants. We produce videos for all kinds of garden topics and our customer service staff, who are all gardeners, answer all of your questions in order to give us all more gardening pleasure. The decisive factor for the joy in the end is this: The success! And then you buy more plants, which is of course our idea behind the concept ;-)

6. We collect your data and information only if we need to have it for the desired exchange with you (sales, information). We do not provide this data under any circumstances to third parties, unless those third parties need to know the information in order to enable our exchange, e.g. the payment service provider that forwards your money to us or DPD, the company that delivers your package(s).

7. If you buy plants from us or subscribe to our newsletter, we will not share your address under any circumstances to third parties for marketing purposes. You can unsubscribe to our newsletter, which is published weekly, by clicking at the end of the newsletter.

8. Of course, I cannot solve every problem, but I’d be happy if you contact me personally if for any reason you are not satisfied with Lubera, with our plants or with my staff. My direct email address is: markus.kobelt@lubera.co.uk.

Happy harvesting and enjoy the beautiful blooms!

Markus Kobelt

Founder and managing director of Lubera

 

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