Refund policy
Returns & Refunds
Live plants
Our plants are living, perishable goods. For this reason, we do not accept returns or offer refunds simply because you change your mind once an order has been dispatched.
If you wish to cancel an order before dispatch, please contact us as soon as possible. Where the order has not yet been prepared or dispatched, we will normally be able to cancel it and issue a refund.
Plants damaged in transit
Every plant is inspected and carefully packed before leaving the nursery. Nevertheless, sending a living plant through the postal system is not without risk.
If your plant arrives substantially damaged, please contact us within 24 hours of delivery and provide:
- your order number;
- clear photographs of the plant, packaging and any damage; and
- where possible, a continuous video of the parcel being opened.
We strongly recommend recording the unboxing of valuable or collector plants. It provides the clearest record of their condition on arrival and allows us to resolve genuine transit damage quickly.
Where a plant has been seriously damaged in transit, we will provide an appropriate remedy, which may include a replacement or refund depending upon the circumstances and availability.
What is not considered serious transit damage
Plants are living things and may show some evidence of their journey. Minor cosmetic damage does not normally affect the health of the plant and is not grounds for a refund. This may include:
- an occasional torn or marked leaf;
- minor bruising;
- temporary drooping or wilting;
- loss of an older leaf;
- small amounts of substrate moving during transit; or
- minor differences from photographs caused by natural growth.
Collector and variegated plants are individually variable. Unless the product is explicitly sold as the exact photographed specimen, natural variation in colour, markings, leaf shape and growth is to be expected.
After delivery
Once delivered, the plant passes into a new growing environment outside our control. Light, temperature, watering, humidity, repotting and other growing conditions can affect a plant very quickly.
Please inspect your plant promptly on arrival and follow the accompanying care guidance.
We cannot accept responsibility for deterioration caused after delivery by inappropriate growing conditions, overwatering, underwatering, exposure to unsuitable temperatures, repotting, pests introduced after delivery or other circumstances outside our control.
Returns
Please do not return a live plant without contacting us first. An unsolicited return can expose the plant to further unnecessary transit and may make matters worse.
Where a return is legally required or agreed with us, we will provide instructions.
Your statutory rights
Nothing in this policy limits your statutory rights. Goods must be as described, of satisfactory quality and fit for their intended purpose. Where goods are faulty, damaged or otherwise fail to meet those requirements, you may have rights to a refund, replacement or other remedy under UK consumer law.