Terms of Service

Last updated: 18 July 2025

These terms set out the agreement between you (the customer) and us (Secret Oasis, operated by Savoire Faire Trading Limited) when you place an order or use our website. Please read them carefully. By making a purchase, you are agreeing to these terms.

1. Ordering

You can place an order through our website or by contacting us directly. No account is required. Once we receive your order, we will confirm it via email and begin preparing it for dispatch. We reserve the right to decline or cancel any order where:

  • The item is out of stock
  • Delivery is not available to your address
  • Payment cannot be processed

2. Payment

We accept the following payment methods:

  • Credit and debit cards (via Square)
  • Google Pay (via Square)
  • PayPal
  • Bank transfer
  • Cash on collection

Payment is taken at the time of ordering unless agreed otherwise. Secure payment links may also be sent via Square.

3. Shipping and Delivery

We use the Palletways network and Royal Mail to deliver your items. Most orders are delivered within the timeframes stated on the product page. If there is a delay, we will let you know as soon as possible. In the event of a delay, you may cancel your order for a full refund, unless the item is bespoke or made to order.

Standard pallet delivery (economy 3-day service) is charged at a flat rate of £80. Next-day options are available by quotation. We also offer local delivery and collection by prior arrangement. Tracking is usually provided.

We ship across mainland UK, Northern Ireland, the Highlands and Islands, and internationally by quotation. Please contact us before ordering if you require delivery outside the UK mainland.

4. Cancellations

You may cancel your order at any time before dispatch. Once an item has been dispatched, cancellation falls under our returns policy.

Under UK consumer law (Consumer Contracts Regulations 2013), you have the right to cancel your order within 14 days of receiving the item. This applies to standard products only and does not apply to customised or bespoke items.

5. Returns and Refunds

If you change your mind, make a mistake, or your circumstances change, you may return your item within 14 days of receiving it. To qualify for a refund, the item must be:

  • Unused
  • Undamaged
  • In its original packaging

We do not refund original delivery charges unless the item was faulty or incorrectly sent. Customers are responsible for the cost of returning the item. We can arrange the return courier for you and deduct the fee from your refund.

If your order qualified for a free shipping promotion, and you return the item under your right to cancel, we reserve the right to deduct the actual cost of outbound delivery from your refund. This applies only to change-of-mind returns and not to faulty or incorrect items.

Refunds are processed within 7 days of the item arriving back with us. Your card provider may take longer to show the funds.

Bespoke or modified items are non-returnable unless agreed in writing before purchase.

6. Product Care and Use

Our water features are made from solid stone and built to last. However, if you are installing a feature outdoors, it is your responsibility to protect it from frost damage.

During cold weather, the reservoir must be fully drained and the feature covered with a waterproof cover to prevent water ingress and freezing. Damage caused by frost or environmental conditions is not covered under warranty.

7. Custom Orders

Custom-made or bespoke items are created based on your specifications and are exempt from standard cancellation and return rights under UK law. These items will be delivered as agreed and cannot be cancelled once work has begun.

8. Intellectual Property

All content on our website, including product descriptions, images, and branding, is the property of Secret Oasis or its content suppliers. You may not reuse, copy, or distribute any material without written permission.

9. Liability

We take great care to ensure that our products are described and presented accurately. However, minor variations in size, colour or texture may occur, especially with natural stone products.

We are not liable for any indirect or consequential loss. Our liability is limited to the value of the product purchased, unless otherwise required by law.

10. Contact

If you have any questions about these terms or need to get in touch about your order, you can reach us at:

Email: contact@secretoasis.co.uk

11. Pricing and promotions

We aim to price fairly and show clear information about any discounts. All sales and offers are time limited and will be presented in a clear, accurate way.

  • Prices are shown in GBP.
  • Each sale or offer will show a clear start date and end date on the site header and the relevant product pages.
  • We do not present permanent markdowns as discounts. If a price is reduced permanently, we show the new price only.
  • Any “was” or strike-through price refers to a genuine previous selling price offered by us for a recent period. If an offer is limited to remaining stock, we will state this.
  • Voucher codes, bundles and multi-buy offers will state key conditions, eligible products and the expiry date.
  • If a pricing error is found before dispatch, we will contact you to confirm the order at the correct price or cancel and refund.

12. Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be handled by the courts of England and Wales.