Terms of Service

Last updated: 18 August 2026

1. About Us

The Framed Garden is a trading name of AESERO LTD, a private limited company registered in Scotland under company number SC892696.

Our customer service email address is orders@theframedgarden.com.

Throughout these Terms, references to “The Framed Garden”, “we”, “us” or “our” mean AESERO LTD, trading as The Framed Garden.

Our website and online store are hosted by Shopify, which provides the ecommerce platform through which we offer our products for sale. Purchases made through this website are contracts between you and AESERO LTD, not Shopify.

2. These Terms

These Terms of Service explain the terms on which you may use our website and purchase products from us.

They should be read together with our:

• Privacy Policy: https://theframedgarden.com/policies/privacy-policy

• Refund Policy: https://theframedgarden.com/policies/refund-policy

• Shipping Policy: https://theframedgarden.com/policies/shipping-policy

By using our website or placing an order, you agree to these Terms. Nothing in these Terms limits or excludes any rights you have under applicable consumer law.

You must be at least 18 years old or otherwise legally capable of entering into a binding contract to place an order through this website.

3. Website Use

You may use our website for lawful, personal and non-commercial purposes.

You must not:

• Use the website for fraudulent or unlawful purposes.

• Attempt to gain unauthorised access to the website, its systems or customer accounts.

• Introduce viruses, malicious code or other harmful material.

• Interfere with the operation, security or availability of the website.

• Use automated tools to extract, reproduce or commercially exploit website content without our written permission.

• Use our branding, content, photographs or product designs in a misleading or unauthorised way.

We may suspend or restrict access where reasonably necessary to protect our website, customers or business.

4. Product Information

We take reasonable care to ensure that product descriptions, photographs, dimensions, prices and availability are accurate.

However:

• Colours and finishes may appear slightly different depending on lighting, photography and device display settings.

• Handmade, personalised and natural products may have minor variations.

• Product packaging may change where a manufacturer updates its presentation.

• Measurements may be subject to reasonable manufacturing tolerances.

These types of minor differences do not necessarily mean that a product is faulty.

We may correct genuine errors or update product information at any time. Changes will not affect orders that we have already accepted unless we contact you and agree otherwise.

Any manufacturer’s warranty or guarantee offered with a product is additional to, and does not replace, your statutory consumer rights.

5. Prices

All prices are displayed in pounds sterling unless another currency is expressly shown.

Prices include applicable UK taxes where required. Delivery charges and any available delivery options will be shown before you submit your order.

For international orders, customs duties, import taxes, handling charges and other fees imposed by the destination country are normally the customer’s responsibility unless we expressly state otherwise.

We may change our prices at any time, but a price change will not affect an order we have already accepted.

If we discover an obvious pricing error before accepting your order, we will contact you. You may either confirm the order at the correct price or cancel it for a full refund.

6. Placing an Order

When you submit an order, you are offering to purchase the products in your basket under these Terms.

After receiving your order, we will send an automated order acknowledgement. This confirms that we have received your order but does not necessarily mean that the order has been accepted.

A contract between you and us is formed when we send you a dispatch confirmation or otherwise expressly confirm that we have accepted your order.

We may decline an order before acceptance where, for example:

• A product is unavailable.

• Payment cannot be authorised.

• Delivery is unavailable to the address supplied.

• Product or pricing information contains a genuine error.

• We reasonably suspect fraud, misuse or unlawful activity.

• The order exceeds reasonable quantity limits.

If we decline an order after taking payment, we will refund the amount paid using the original payment method.

Please check your order details carefully before submitting your order.

7. Payment

Payment must be made using one of the payment methods offered at checkout.

By providing payment information, you confirm that:

• You are authorised to use the selected payment method.

• The information supplied is complete and accurate.

• You authorise us and our payment providers to take payment for your order.

Payments may be processed by Shopify Payments, PayPal or another payment provider displayed at checkout. Those providers may process your information under their own terms and privacy notices.

We do not normally receive or store your complete card details.

8. Personalised and Made-to-Order Products

You are responsible for checking all names, dates, wording, spellings, sizes and other personalisation details before submitting your order.

We will produce personalised products using the information supplied with the order. We are not responsible for errors that appear exactly as submitted by the customer, although this does not affect your rights where we have made the error or the product is faulty.

Personalised, bespoke and made-to-order products may not qualify for the statutory change-of-mind cancellation right once production has begun. They remain covered by your statutory rights if they are faulty, damaged, not as described or incorrectly produced.

Please contact us as soon as possible if you wish to change or cancel a personalised order. We cannot guarantee that changes will be possible after production has started.

9. Delivery

Delivery information, processing times and estimated delivery times are set out in our Shipping Policy and, where applicable, on the relevant product page.

We aim to deliver orders within the estimated timeframe provided. Unless a different period has been agreed with you, goods will normally be delivered within 30 days after the contract is formed.

Delivery dates are estimates unless we have expressly agreed that delivery by a particular date is essential.

Some products are dispatched by specialist production or fulfilment partners. Orders containing more than one product may therefore arrive in separate parcels.

You are responsible for providing a complete and accurate delivery address. If you notice an error, contact us immediately. We cannot guarantee that an address can be changed after an order has entered production or been dispatched.

The products remain at our risk until they come into the physical possession of you, or a person identified by you to receive them. Ownership of the products passes to you once we have received payment in full and the products have been delivered.

10. Delayed, Missing or Damaged Orders

If an order is delayed, missing, damaged or incorrectly delivered, contact us at orders@theframedgarden.com and include your order number.

For damaged orders, we may ask for photographs of:

• The product.

• The outer packaging.

• The delivery label.

• The damage or fault.

Please retain the item and packaging until we confirm the next steps.

Nothing in this section transfers responsibility for the parcel to you before it has been delivered into your physical possession.

11. Your Right to Cancel

For most products purchased online, UK consumers have a statutory right to cancel their order without giving a reason.

The cancellation period normally ends 14 days after the day on which you, or a person identified by you, receives the goods. If an order is delivered in separate parcels, the period normally begins after the final parcel is received.

To exercise this right, you must notify us clearly within the cancellation period by emailing orders@theframedgarden.com. Please include your name, order number and details of the product you wish to return.

After notifying us, you normally have a further 14 days to return the goods.

The statutory change-of-mind cancellation right does not normally apply to:

• Products made to your specifications.

• Clearly personalised products.

• Perishable products.

• Sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed.

• Other products excluded from cancellation rights by law.

These exclusions do not affect your rights where a product is faulty, damaged, not as described or incorrectly supplied.

We also offer a 30-day return period subject to the conditions in our Refund Policy.

12. Returns and Refunds

Before returning a product, please contact orders@theframedgarden.com for return instructions.

Unless the product is faulty, damaged, incorrect or otherwise not in conformity with the contract, you will normally be responsible for the cost of returning it.

You must take reasonable care of products while they are in your possession. You may inspect a product as you would reasonably be permitted to do in a physical shop. We may make a reasonable deduction from a refund if the value of a product has been reduced by handling beyond what was necessary to inspect it.

Where you exercise your statutory cancellation right, we will refund:

• The price paid for the returned product.

• The cost of our least expensive standard delivery method, where applicable.

Additional delivery charges resulting from your choice of an enhanced or express delivery service are not normally refundable beyond the cost of standard delivery.

Refunds will normally be issued within 14 days after we receive the returned products or, if earlier, within 14 days after you provide acceptable evidence that they have been sent back.

Refunds will be made using the original payment method unless otherwise agreed.

13. Faulty, Damaged or Misdescribed Products

Products must be of satisfactory quality, fit for their normal purpose and match their description.

If a product is faulty, damaged, incorrectly supplied or not as described, contact us as soon as reasonably possible at orders@theframedgarden.com.

Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.

Nothing in these Terms or our Refund Policy limits your rights under the Consumer Rights Act 2015 or other applicable consumer-protection legislation.

14. International Orders

International delivery is available only to the destinations offered at checkout.

International orders may be subject to customs checks, import duties, local taxes, handling fees or carrier charges. Unless expressly stated otherwise, these charges are not included in our prices or delivery fees and are the customer’s responsibility.

You are responsible for checking whether a product can lawfully be imported into the destination country.

If a parcel is refused, left unclaimed or returned because applicable customs charges were not paid, we may deduct the reasonable costs incurred from any refund where permitted by law.

Nothing in this section limits any mandatory consumer rights that apply in your country of residence.

15. Intellectual Property

The website and its content—including The Framed Garden branding, text, product descriptions, graphics, illustrations, photographs, videos, downloadable materials and original product designs—are owned by or licensed to AESERO LTD unless otherwise stated.

Third-party product names, trademarks and images remain the property of their respective owners.

You may view and print website pages for your own personal, non-commercial use. You must not copy, reproduce, republish, sell, distribute, modify or commercially exploit our content without prior written permission.

16. Reviews and Customer Content

If you submit a product review, photograph, comment or other content, you confirm that:

• The content is accurate and based on your genuine experience.

• You own the content or have permission to submit it.

• It does not infringe another person’s rights.

• It is not unlawful, defamatory, abusive or misleading.

You grant us a non-exclusive, royalty-free licence to display and use submitted content in connection with our website and business. You continue to own your original content.

We may decline or remove content where reasonably necessary, including content that is unlawful, misleading, offensive, irrelevant or infringes another person’s rights.

17. Third-Party Services and Links

Our website may contain links to third-party websites or use services provided by third parties, including payment, delivery, social-media and fulfilment providers.

We are not responsible for the content, availability or privacy practices of websites that we do not control. You should review the relevant third party’s terms and privacy information before using its services.

This does not affect our responsibility for fulfilling our contract with you.

18. Privacy and Cookies

We process personal information in accordance with our Privacy Policy:

https://theframedgarden.com/policies/privacy-policy

Information about cookies and your available choices is provided through our cookie settings and privacy information.

Marketing communications are sent only where permitted by law. You may unsubscribe from marketing emails at any time by using the unsubscribe link contained in the message.

19. Our Responsibility to You

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

We do not exclude or limit liability for:

• Death or personal injury caused by negligence.

• Fraud or fraudulent misrepresentation.

• Breach of your statutory consumer rights.

• Defective products where liability cannot lawfully be excluded.

• Any other liability that cannot be excluded or limited by law.

Products sold through this website are intended primarily for domestic and private use. If you use a product for commercial or business purposes, we are not responsible for business losses such as loss of profit, revenue, contracts, anticipated savings or business opportunity, except where liability cannot lawfully be excluded.

Nothing in these Terms affects your statutory rights.

20. Events Outside Our Reasonable Control

We are not responsible for delay or failure caused by events outside our reasonable control, such as severe weather, carrier disruption, industrial action, customs delays, network failure, fire, flood, epidemic, government restrictions or interruption to essential services.

If such an event materially affects your order, we will take reasonable steps to contact you and minimise the delay. Your statutory rights, including any applicable right to cancel because of significant delay, remain unaffected.

21. Changes to These Terms

We may update these Terms to reflect changes to our services, business practices or legal obligations.

The Terms applying to an order are those in force when the contract for that order is formed. Later changes will not retrospectively alter an existing order unless required by law or agreed with you.

The latest version will be published on this website with an updated revision date.

22. Severability

If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.

23. No Waiver

If we delay exercising a right under these Terms, that does not mean we have waived that right.

24. Governing Law and Jurisdiction

These Terms and contracts formed through this website are governed by the laws of Scotland.

If you live in Scotland, the Scottish courts will have jurisdiction.

If you are a consumer living elsewhere in the United Kingdom, you may also bring proceedings in the courts of the part of the United Kingdom where you live and will retain any mandatory consumer protections that apply there.

Consumers living outside the United Kingdom will retain any mandatory rights provided by the law of their country of residence where those rights legally apply.

25. Complaints and Contact

If you have a question or complaint about an order, product or these Terms, contact:

Email: orders@theframedgarden.com

Please include your order number where your enquiry concerns an existing purchase.

We aim to acknowledge customer enquiries within two working days and will try to resolve complaints fairly and promptly.