If we sent you something you hadn't ordered and which was not a substitute item (see information regarding substitutes below), please contact us within 7 days informing us of the problem. You can return it within 28 working days, in the same state it was received and where appropriate, in its original packaging and you will not be charged.
In the event that you are present at the time of delivery and the package/s are damaged we advise that you either sign for the goods as ‘Damaged’ and contact us immediately or preferably refuse to accept delivery and contact us immediately. In the event that you have accepted delivery, it may help us if you are able to obtain a photograph of the packaging prior to opening it, so please contact us before opening if possible.
If you contact us within 7 days of receipt of the damaged package/s informing us of the problem, you may return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and where appropriate return the item in its original packaging. We may ask that you give us the information in writing which includes email.
If you receive a plant that is in bad condition when you take it out of the box, please contact us immediately. Firstly though please consider that plants may look different, or may not even show above the pot compost, depending on the time of year. In cases where the top of the plant is not visible we will have checked the root system to ensure, that in our opinion, the plant is a healthy specimen. If the plant fails to grow for you please let us know and be aware that you have a guarantee as stated below.
Provided that you have contacted us within 7 days of receiving the troublesome plant we will be happy to arrange for a refund or replacement once we determined the cause of the problem. Remember, in the event that the plant didn’t thrive, we’re as disappointed as you but unfortunately these things sometimes happen when you deal with living things.
Our plants are all guaranteed for six months from the time you receive them. If the plant fails in the first 6 months, please let us know in writing, which includes email. We may ask you to send us a picture of the plant along with your order number. Once we have determined the cause of the problem we will endeavour to replace it or refund you, as long as you have done what can be reasonably expected.
The guarantee does not include any plants damaged due to lack of watering or lack of good plant husbandry. Plants will not be replaced if the plant care guidelines, sent out with the order, have not been followed. You will be charged for delivery on replacement items.
To cancel an order, please contact us with details of the order you would like to cancel. We would appreciate knowing why you’re cancelling the order, especially if there is an area where you feel we could improve our service.
You can return plant/s and/or good/s that you are not happy with within 28 days of receiving it/them provided you have contacted us within 7 days of receipt to advise of its return.
We will not pay the costs of returning an item to us.
We recommend you use a recorded delivery service for any item you are returning to us, as until we receive the plant/s and/or good/s you are returning, they are your responsibility.
To get a full refund, simply return the item to us in its original condition, in its original pot/ packaging where appropriate within 28 days of cancellation. Obviously we will need your order number or order details to process the refund so please don’t forget to include those!
If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
If you order a plant and it is not available we would like to know whether you will accept a substitute. If you have not stated that a substitute is unacceptable, we reserve the right to substitute the unavailable plant/s with a similar plant/s of comparable size and price. We will usually contact you to inform you of the proposed substitute and check it is acceptable, however, we can not guarantee we will do this.