01363 88111001363 881110

Orchard Farm Ltd Orchard Farm, Spreyton, Devon, EX17 5AS, United Kingdom.

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About Us


We are eager to provide you with quality products and service...so that you will recommend us to your friends !

If you have any suggestions or comments please email us at sales@specialneedspushchairs.co.uk or call us on 01363 881110.

Our telephone number is at the top of almost every page, not buried deep in the small print, so you can have confidence that if there is a question or a problem we are here to talk to.

We hope you understand that due to the goods we sell our conversations with customers can often be lengthy so to avoid you getting an engaged tone when the line is busy we have an extra line which you can leave messages on. Please do leave a message so that we can call you back.

If you leave a message on a weekday during normal office hours (9:00 to 17:30) then we aim to call you back the same day.

We launched this website in late 2014 but we are not a new company, first as a partnership then a Limited Company we have been in business since 1996 and have supplied Special Needs Pushchairs since 2001.

On the Internet you will find us at various other websites:

Special Needs Pushchairs
Advance Mobility
Maclaren Major Elite
Trotter Heavy Duty Pushchair
Ergo Lightweight Pushchairs
Pushchairs
Baby Jogger Summit
Shade-a-Babe
Special Needs Buggies
Special Needs Strollers
Excel Elise
Pop Up Travel Cot


Our Contact details:

Orchard Farm Ltd
Orchard Farm
Spreyton
Devon
EX17 5AS
Phone: 01363 881110
Email: sales@specialneedspushchairs.co.uk
VAT Registration 750 7614 33
Company No. 6403151

Making A Purchase


We supply direct online to addresses in mainland England, Scotland, Wales, Northern Ireland, the Republic of Ireland and throughout most of the EU. We regret that we are unable to deliver the Budget XL to the Isle of Man, Channel Islands or Isle of Wight as it exceeds the maximum parcel length permitted by our courier. We do not supply to Gibraltar, Cyprus or Malta.

You do not need to create an account to buy something.

Making a purchase is just like most websites but with the small added complication that if you want to enjoy the reduced VAT Free prices..then you must be Eligible for VAT Relief, if you are unsure then check our VAT Relief notes for guidance. If you are eligible then it is a formality.

We will also need from you a VAT Relief Declaration Form which we need to give to HM Customs and Excise instead of the VAT money (we will send this to you with your order, including a stamped address envelope to return it to us).

You may already be familiar with this but if you are not then for the most part this is a formality please do not be deterred. We have built this website with a limited of range of specialist products specifically to attract customers who are Eligible for VAT Relief.

Just browse our store, and add any items that you wish to buy into your Shopping Basket. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept the usual card payments, e.g. Visa and MasterCard, but not AMEX.

We do not charge for items until they are ready to ship unless they are part of a product package. If you do not wish to pay online, you can call us with your card details or arrange payment by another method - e.g. Bank Transfer.

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Delivery Information



For addresses in England, Wales and the Scottish Lowlands we ship most of our goods by Courier for delivery the Next Working Day but in the checkout you can also arrange a Saturday or Sunday delivery. This will be shown on the webpage for a product by this image.

We use DPD Local because they have high standards and good customer service systems including the DPD Predict One Hour/15 minute Delivery Time Slot

DPD Local Next Working Day Service

For addresses in the Scottish Highlands, Northern Ireland & Republic of Ireland we deliver on a Two Day Service, this will be shown on the webpage for a product by this image.

DPD TWO WORKING DAY Service

On the day of delivery the DPD Predict system will send a message to your email and mobile giving a one hour time slot for delivery, the message will include a link so you will be able to track the location of the driver to within a 15 minutes of delivery. For more information visit DPD Predict

For addresses in other countries we ship most of our goods by Courier, see Exports



For addresses on Islands and for smaller products delivery is by Royal Mail as shown on product webpages by these images.



Carbon Neutral Courier Deliveries



If you would like delivery on a particular day then you have the chance to add this information in the checkout, although note that 'Next Working Day' deliveries are Monday to Friday only excluding national holidays. We can only dispatch Monday to Friday so an order placed after noon on Friday will be dispatched on Monday...it cannot be delivered on Monday. We can arrange for delivery on a Saturday or Sunday (at an extra cost), these would need to be dispatched on the Friday.

Life is not always predictable to so if there is an emergency, for example, your pushchair breaks the day before you are due to fly on holiday then please call us and we will do our best to 'pull a rabbit out of the hat'.

Mulitple products will be packaged together if your order includes both Courier delivered products and Royal Mail delivered products then these will be combined into a single Courier delivery.

If you order a product package which is for Courier delivery but an item is out of stock and has to be back ordered then when this is available it will be sent by the method usual for that product if bought by itself. (usually applies to Shopping Baskets as they are lightweight)

Once your order has been dispatched by courier we will be send you consignment information so you can track delivery of your parcel. If you have given us your mobile phone number then onthe day of delivery the courier will send a text with a one hour timeslot for delivery (UK only)

Orders sent by Royal Mail are sent Recorded Delivery which does not give real time tracking information.

Delivery Schedule


If we receive your order before noon we can usually dispatch your order the same day if it is in stock.

Deliveries must be signed for but you can add notes in the checkout asking the courier to 'Leave with a neighbour' for example. Or you could have it delivered to an alternative address where there will be someone to sign for it e.g an office or due to the nature of the goods even the child's School (agree this with them first)

You must inform us within three working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Back Orders


Product pages indicate if a product is available for dispatch, i.e. it is in stock. You can Pre-Order products which are out of stock, they will be dispatched as soon as they are available.

Tax Charges


Most of our customers are individuals buying goods for a child due to their medical condition and are therefore Exermpt from VAT at 20%.

We can supply your order VAT Free if you are Eligible for VAT Relief, if you are unsure then check our VAT Relief notes for guidance. If you are eligible then it is a formality.

We will also need from you a VAT Relief Declaration Form which we need to give to HM Customs and Excise instead of the VAT money (we will send this to you with your order, including a stamped address envelope to return it to us).

You may already be familiar with this but if you are not then for the most part this is a formality please do not be deterred. We have built this website with a limited of range of specialist products specifically to attract customers who are Eligible for VAT Relief.

Credit Card Security

We do not process any card details ourselves, we use a Payment Service Provider who is regulated to ensure maximum security of your card details. We do not see or store any credit card details the Payment Service Provider simply tells passes to us a 'token' for the payment.

When you input your card details your bank gives an Authorisation which allocates funds in your account but no money actually leaves your account until we process the transaction.

The integrity of the payment system (our website, the PSP website, our PCs,) are all closely regulated and routinely tested by Security Metrics under PCI data security requirements.

Click the image to view the Site Certificate



Guarantee


For warranty infomation visit Warranty

Reaching Us


If you need to reach us, please email us using the link on the store page, alternatively, you can call on 01363 881110 (International +44 01363 881110) or fax us on or write to us at Orchard Farm Spreyton Devon EX17 5AS United Kingdom

Privacy Policy

Introduction

In this privacy policy, "we" and "our" relates to Orchard Farm Ltd, company number 6403151, a company registered in England and Wales .

"You" and "your" relates to the natural person reading this document that is: considering purchasing, has purchased from Orchard Farm Ltd or is making an enquiry.

How we use your Personal Data

We will use the personal information you supply to us in the course of submitting an order for the purpose of fulfilling that order.

Along with, or instead of, placing an order you may have sent an enquiry to us, in which we will use the information you've provided to respond to and answer the enquiry.

We may contact you by telephone, email or other means in relation to your order, for example: notifying you of delivery status, updating you on stock availability or informing you of changes with the order. You cannot opt out of these communications. We will never combine these communications with marketing promotions that you have a legal right to opt out of.

We may use your data for marketing purposes but will always provide a means for you to opt out. We may occasionally use the data you supplied, in our own Legitimate Interest, to send details of products and services that we believe may be of interest to you. We will never use your data in a way that conflicts with your own legal rights and interests.

If we share information with a third party, such as a payment gateway or delivery company, their use of your data will be limited to the purpose of fulfilling your order.

We will make our reasonable endeavours to ensure that all third parties treat your personal data in a legal and appropriate way.

We endeavour not to transfer the data of EU citizens outside the EU but where we cannot avoid it we will only do so via a third party that have conformed to all of the appropriate EU legislation providing equivalent protection to that if the data was retained within the EU.

What data do we hold ?

We hold the personal data that you supplied in the course of placing your order or enquiry.

The data normally consists of: product information, transactional information, fraud checking information, name, address, phone number, email, special delivery instructions and potentially other information to ensure the successful completion of your order. In addition we may hold data relating to your eligibility for VAT Relief.

We may hold notes of our communication with you through different channels including, but not limited to: email, live chat, CRM (Customer Relationship Management system) and phone.

We will not seek personal information from you relating to race, religion, political affiliation, trade union membership, sexual orientation, medical or genetic history and we ask you not to provide such information to us under any circumstances.

How we hold your Personal Data

We will retain the personal information you supply to us in the course of submitting an order or an enquiry, for the purpose of fulfilling that order, responding to or processing that enquiry.

If you place an order, we will retain an electronic copy of your invoice data for the period required by HMRC, after which we will delete it.

Your information will be: securely stored on hardware that has limited access to only relevant persons; and on a server maintained by a third party such as a web host. Whether held by us on our hardware, or on our behalf by a third party, it will be kept secure and protected from unauthorised access using all reasonable means.

Co-operating with Legal Authorities

If requested, we will pass information about you (and if relevant, your business) to legal authorities who have the legal right to demand such data.

Targeted Advertising

We don't do any targeted advertising.

Automated Processing

We may use personal data for automated decision making; we may send you emails, notifications or other communication that are tailored to you and based on your purchasing history.

Some advertisers, particularly Facebook and Google (but there are others), are used by us and decide what advertisements to show to people based on automated processing of personal information, in order to make those advertisements as relevant as possible to the people who see them. These advertisers should provide the means for you to opt out of such personalisation.

Your Rights

If you have engaged with us, but never placed an order, you may request the complete deletion of your details from our systems. Whether or not you have placed an order, you may request us never to contact you again, and we will comply with your request unless you make a further enquiry with us.

You have a number of rights in addition to those mentioned above, including access to the information ("the right to be informed"). If we process your data for marketing purposes on the basis of your Legitimate Interest, you have the right to object. You also have the right to withdraw your Consent to being marketed to, if you previously gave your Consent.

You have the right to see the data held about you and to receive a copy. You have the right to have any errors corrected. You have the right to ask and be told where your data came from.

You can exercise any of these rights by contacting us using the details below.

You have the right to lodge a complaint with the Information Commissioner's Office (ico.org.uk) if you believe any of your rights are being infringed.

How to contact us

If you have any questions or concerns, please do not hesitate to contact us through our email form, or sales@ specialneedspushchairs.co.uk or by phone on 01363 881110.

Returns Policy


Your rights to return goods are protected under the EU Distance Selling Directive.

You are entitled to cancel your order and return the goods within 28 working days for a full refund, excluding the cost of delivery and return. Any additional courier costs resulting from, say, Refusing a delivery are also non refundable. Accessories sent separately by courier usually cost £7.50 to deliver, but due to the length of the box (over 1m) a Budget XL costs £15 to deliver.

To return an order first contact us by email or telephone, quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.

We will never supply a customer with goods which are used or secondhand so any goods retuned to us must be unused, in their original condition and packaging, i.e. re-saleable as new.

If you are unable to return the goods in a condition which you would yourself accept as new if you received them...then you should be re-selling the goods as secondhand.

These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

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