Terms of service

We do not currently ship to Northern Ireland, the Republic of Ireland, the Isle of Man or the Channel Islands. Different terms apply to business customers (see Section 13).

3. Our Products

We sell live aquatic plants, molluscs, and related items (for example baskets, soil and accessories). Live plants are perishable products and naturally vary in size, colour and growth stage depending on the season. Images on the website which show mature plants, or plants in certain pot or basket sizes, are for guidance only.

We will never substitute plants without discussing and agreeing this with you first.

4. Pricing & Payment

All product prices shown in GBP (£) on our website include VAT.

We currently accept Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal, Shop Pay and Klarna, together with any other payment methods shown at checkout from time to time. For full payment information, please see our Payments Policy.

Payment is taken at the time the order is placed. This also applies where a product is offered with a stated future delivery period shown on the product page.

Promotion codes and gift cards are accepted where issued by us, subject to their applicable terms. Eligible Edenmere Club members may also receive automatic Spend & Save discounts on qualifying products. Further details are provided in Section 14 and on our Edenmere Club page.

5. Delivery & Dispatch

Full, up-to-date delivery information is available in our Shipping Policy. Our general practices are as follows:

Edenmere currently delivers to England, Wales and Scotland. We do not currently deliver to Northern Ireland, the Republic of Ireland, the Isle of Man or the Channel Islands.

If all the plants or products in an order are ready for immediate dispatch, standard parcel orders are usually delivered within 2-5 working days and pallet orders are usually delivered within 4-15 working days. These timings include both handling and transit time.

Some products are sold with a later delivery period. Where that applies, the expected delivery period will be shown on the product page. Edenmere will not dispatch live plants before they are ready to travel in suitable condition.

Where an order contains goods with different delivery timings, Edenmere may split the order into more than one shipment. Details of split shipments and delivery charges are shown in the basket, at checkout and in the order confirmation email.

Some Highlands and Islands addresses may attract higher delivery charges and longer delivery times. The applicable charge will be shown at checkout.

Certain larger goods may require pallet delivery. Where pallet delivery is used, the carrier may contact the customer to arrange a suitable delivery date.

The customer is responsible for providing an accurate delivery address, a working email address, and any necessary delivery instructions. Edenmere is not responsible for delays or failed deliveries caused by incorrect or incomplete delivery information supplied by the customer.

If tracking is available, Edenmere will email the tracking details when the order is dispatched.

Edenmere reserves the right to delay dispatch where necessary to ensure that live plants are in suitable condition to travel.

Risk in the goods passes to you in accordance with applicable consumer law. Where you ask for goods to be left in a nominated safe place or with a neighbour, delivery will be treated as completed in accordance with your instructions.

6. Cancelling an Order

Live aquatic plants and molluscs are perishable and seasonal goods.

If the customer requests cancellation of an order for live plants or molluscs before the goods have been prepared for dispatch or called off from the nursery, Edenmere will cancel the order and provide a full refund.

Once live plants or molluscs have been prepared for dispatch or called off from the nursery, cancellation is no longer possible. Because these are perishable goods, the standard cancellation rights that may apply to ordinary retail goods do not apply once the dispatch-preparation process has begun.

7. If Plants or Molluscs Arrive Damaged or in Poor Condition

Please take live plants out of their packaging and into water as soon as possible after delivery. Live aquatic plants can sometimes appear soft or temporarily flattened after transport and will usually recover once rehydrated.

If the customer believes that live plants or molluscs have arrived in a condition materially below a reasonable standard, are incorrect, or are otherwise affected by a genuine issue, the customer must notify Edenmere within 24 hours of delivery and provide:

The order number
A description of the issue
Clear photographs of the goods and packaging

Where Edenmere is satisfied that live plants or molluscs were faulty, incorrect, or arrived in a condition materially below a reasonable standard, Edenmere will provide an appropriate remedy in accordance with the customer’s statutory rights. Such remedy may include replacement, refund, or partial refund where appropriate.

Edenmere may, at its discretion, assess live-product issues from photographs and order information and may decide not to require physical return of the goods.

Claims made after 24 hours may be more difficult for us to assess fairly because live goods can change quickly after delivery.

8. Returns of Non-Plant Items

For accessories and other non-perishable items:

You may cancel and return them within 14 days, provided they are unused, unplanted and in original condition and packaging.

Please contact us first using the form on our Contact page before returning the item.

Return postage is your responsibility unless the item is faulty or we agree otherwise.

Once received and checked, refunds are processed within 14 days in accordance with applicable consumer law.

Where a cancellation right applies, we will also refund the basic outbound delivery charge paid for that item or order, as required by law.

9. Product Suitability, Biosecurity & Live Returns

You are responsible for:

Ensuring plants are suitable for your pond and local environment.
Following any relevant local restrictions on plant species.
Avoiding introduction of invasive or non-native species into natural waterways.
Ensuring compliance with DEFRA guidance where applicable.

Plant performance and establishment will depend on seasonal planting conditions, water quality and ongoing care. Some plants may take time to establish or may remain dormant during certain parts of the growing season.

For reasons of nursery health, animal welfare, environmental biosecurity, and product perishability, live plants and molluscs may not be returned without Edenmere’s prior written agreement.

Any authorised return of live plants or molluscs will only be accepted if sent to the nursery or other return address specifically provided by Edenmere in the written return authorisation. Goods sent to any other address, including the registered office, will not be accepted.

We accept no liability for improper planting or use outside domestic garden settings.

10. Liability

We take reasonable care to provide healthy plants and accurate product information.

We are not responsible for:

Losses caused by failure to follow care instructions
Losses arising from weather, wildlife, water quality or planting conditions
Indirect or consequential losses

Nothing in these Terms excludes your statutory rights.

11. Errors & Website Content

Occasionally, errors in pricing or product description may occur. We reserve the right to correct them and, if necessary, cancel and refund orders not yet dispatched.

All images and content on this website are owned by Solilium Ltd and may not be copied or reused without permission.

12. Complaints

If something isn’t right, please use the form on our Contact page.

If the matter is urgent, you may also call 01865 537277.

We aim to respond within 1 working day.

13. Additional Terms for Business Customers (Landscapers and Other Businesses)

Where plants or products are purchased in the course of business:

Consumer rights and cancellation rights do not apply.
Our liability is limited to the price paid for the affected goods.
No warranties are offered beyond those explicitly stated, to the fullest extent permitted by law.

Business details

Edenmere is a trading name of Solilium Ltd, a company registered in England and Wales.

Company No. 16810551

Registered office: 128 City Road, London EC1V 2NX, United Kingdom

Customer enquiries: please use the form on our Contact page

Phone: 01865 537277

14. Edenmere Club

Edenmere Club is our free membership scheme, offering eligible customers Spend & Save discounts and exclusive monthly offers.

Members currently receive:

5% off eligible products when qualifying spend reaches £40.
10% off eligible products when qualifying spend reaches £60.
15% off eligible products when qualifying spend reaches £100.
20% off eligible products when qualifying spend reaches £150.

Qualifying spend is calculated using the current selling prices of eligible products in a single order, before Club savings and additional discount codes. Plant kits, multibuy offers, certain other excluded products and delivery charges do not qualify.

Club savings can apply to eligible products that have already been reduced in price. Additional discount codes may be used where permitted, subject to their individual terms.

Customers can join Edenmere Club free of charge by signing in through Shopify's secure passwordless customer account system and opting in to receive Edenmere marketing emails. Members receive at least one exclusive offer each month. Membership ends when marketing consent is withdrawn.

Refunds for eligible returned products are based on the discounted amount actually paid, subject to applicable consumer rights.

Edenmere may amend qualifying spend thresholds, discount percentages, product eligibility and membership benefits. Changes apply to future orders and do not retrospectively alter discounts on orders already accepted.

For full details, including membership eligibility, exclusions, discounts and refunds, please see our Edenmere Club Terms & Conditions.

Nothing in the Edenmere Club terms affects your statutory consumer or data-protection rights.