Terms of service
TERMS AND CONDITIONS
Last updated: 12 July 2026
These Terms and Conditions apply to the use of avenmoss.uk and to orders placed through the website.
By using the website or placing an order, you agree to these terms and the policies published on the website.
1. SELLER INFORMATION
Trading name:
Avenmoss
Website:
avenmoss.uk
Email:
support@avenmoss.uk
Address:
27 Great Western Road
Longtown
HR2 1AE
United Kingdom
2. PRODUCTS
Avenmoss supplies decorative products including:
- artificial plants;
- artificial trees;
- orchids;
- bonsai arrangements;
- artificial flowers;
- floral arrangements;
- artificial succulents;
- vases;
- planters;
- plant stands;
- interior decorative accessories.
3. ELIGIBILITY TO PURCHASE
You must have the legal capacity to enter into a binding contract.
By placing an order, you confirm that:
- the information provided is accurate;
- the payment method is authorised;
- the delivery address is complete;
- you accept the applicable terms and policies.
4. PRODUCT INFORMATION
We make reasonable efforts to describe and display products accurately.
However, minor variations may occur in:
- colour;
- texture;
- dimensions;
- arrangement of leaves;
- position of branches;
- shape of flowers;
- finish of a vase or planter;
- appearance under different lighting;
- appearance on different screens;
- production batches.
Artificial plants and trees may require careful positioning of their branches, leaves or flowers after delivery.
Minor variations will not automatically be treated as faults where they do not materially affect the essential characteristics of the product.
5. INDOOR AND OUTDOOR USE
Unless a product page expressly states otherwise, products are recommended for indoor use.
Direct or prolonged exposure to:
- sunlight;
- rain;
- wind;
- frost;
- high humidity
may cause fading, deterioration or deformation.
Using an indoor product outside is at the customer’s risk unless the product is expressly described as suitable for outdoor use.
6. PRICES
The applicable prices are those displayed when the customer places the order.
Before payment, the customer can review:
- the product price;
- delivery charges;
- discounts;
- the total payable amount;
- applicable taxes or charges shown at checkout.
Avenmoss may change prices and promotions for future orders.
Changes will not affect orders already accepted, except where there is an obvious pricing error.
7. OBVIOUS PRICING ERRORS
If a product is displayed at an obviously incorrect price because of a technical or human error, Avenmoss may cancel the order before dispatch.
Any amount already paid will be refunded.
Where possible, the customer may be invited to place a new order at the correct price.
8. PAYMENT
The accepted payment method is:
Credit card
Payments are processed by specialist payment providers.
Avenmoss does not directly store full credit card numbers or card security codes.
An order will only proceed after the payment has been authorised.
9. SECURITY AND FRAUD PREVENTION
Orders may be subject to automated or manual security checks.
Avenmoss may request further information where there are reasonable concerns relating to:
- unauthorised card use;
- inconsistent identity information;
- an incomplete address;
- unusual purchasing activity;
- suspected fraud;
- security risks.
An order may be cancelled and refunded where a security check cannot be satisfactorily completed.
10. ORDER ACKNOWLEDGEMENT AND ACCEPTANCE
After placing an order, you will normally receive an automatic acknowledgement email.
The acknowledgement confirms that we have received the order. It does not necessarily mean that the order has been finally accepted.
The contract is normally formed when:
- payment has been authorised;
- product availability has been confirmed;
- the order has been accepted for processing or dispatch.
11. AVAILABILITY
All orders are subject to availability.
If a product becomes unavailable after purchase, Avenmoss may:
- inform the customer;
- offer an alternative;
- wait for restocking with the customer’s agreement;
- cancel the affected product;
- provide the appropriate refund.
12. PROCESSING AND DELIVERY
Orders normally require:
1 to 3 business days
for processing.
After dispatch, the estimated delivery time is:
5 to 15 business days
Further information is set out in the Shipping Policy.
13. STATUTORY CANCELLATION RIGHTS
Consumers purchasing online normally have a statutory right to cancel most orders within 14 days after receiving the goods.
To exercise this right, the consumer must send a clear cancellation statement to:
support@avenmoss.uk
The consumer may use the model cancellation form, but using the form is not compulsory.
After notifying Avenmoss, the goods must normally be returned within a further 14 days.
The customer is responsible for the direct return cost where the cancellation is based on a change of mind.
14. ADDITIONAL 30-DAY RETURN POLICY
In addition to statutory cancellation rights, Avenmoss offers a commercial return period of 30 days from delivery.
For returns requested between day 15 and day 30, the product must be unused, complete, clean and in good condition.
Full details are available in the Return and Refund Policy.
15. FAULTY GOODS
Goods must be:
- of satisfactory quality;
- fit for their usual purpose;
- as described;
- consistent with pre-purchase information.
Where goods do not meet these requirements, consumers may have statutory remedies including:
- a short-term right to reject;
- repair;
- replacement;
- a price reduction;
- a final right to reject.
These statutory rights are not restricted by Avenmoss’s voluntary return policy.
16. DAMAGE CAUSED AFTER DELIVERY
The following will not normally be treated as an original fault:
- normal wear and tear;
- misuse;
- impact or dropping;
- unsuitable cleaning;
- alteration of the product;
- unsuitable storage;
- outdoor use of a product intended for indoor use;
- failure to follow care information.
17. PROMOTIONAL CODES
Promotional codes are subject to the conditions of the relevant offer.
Unless stated otherwise:
- they cannot be exchanged for cash;
- they cannot be applied after an order is placed;
- they cannot be combined;
- they may have an expiry date;
- certain products may be excluded.
18. INTELLECTUAL PROPERTY
The content of avenmoss.uk is protected by intellectual property laws.
Protected content may include:
- text;
- product descriptions;
- photographs;
- videos;
- graphics;
- logos;
- trade names;
- designs;
- website structure.
Content must not be copied, modified, published, distributed or commercially exploited without prior permission.
19. PROHIBITED USE
You must not use the website for:
- unlawful activity;
- fraudulent orders;
- impersonation;
- introducing harmful software;
- unauthorised system access;
- disrupting the website;
- unauthorised copying of content;
- improper collection of personal data.
20. THIRD-PARTY SERVICES
Avenmoss may use third-party services for:
- website hosting;
- payment processing;
- shipping;
- analytics;
- advertising;
- security;
- email communication;
- customer service.
Those services may be governed by their own terms and policies.
21. LIABILITY
Avenmoss is responsible in accordance with applicable law.
Nothing in these terms excludes or limits:
- mandatory consumer rights;
- liability for death or personal injury caused by negligence;
- liability for fraud or fraudulent misrepresentation;
- liability that cannot legally be excluded.
22. EVENTS OUTSIDE OUR CONTROL
Avenmoss is not responsible for delay or failure caused by events outside its reasonable control.
23. CHANGES TO THESE TERMS
We may update these terms because of legal, technical or operational changes.
The terms applying to an order will normally be those published when the order was accepted.
24. COMPLAINTS
If you have a complaint, contact:
support@avenmoss.uk
Please include:
- your name;
- order number;
- a clear description of the complaint;
- relevant photographs or documents.
We will review the matter and try to provide a fair resolution.
25. GOVERNING LAW
These terms are governed by the applicable laws of England and Wales.
Consumers retain the benefit of any mandatory protections available under the laws of the country in which they normally live.
Nothing prevents a consumer from bringing proceedings in a court available to them under mandatory consumer law.
26. CONTACT
Avenmoss
support@avenmoss.uk