Our products are securely wrapped in protective packaging to ensure they arrive in perfect condition. However, damages can occur during transit and you should always check your delivered products before signing for them.
When your order arrives, please carefully check it for signs of damage and ensure all of your items have been delivered.
Please sign it as ‘damaged’ or ‘unchecked’ if your order appears to be damaged.
You have 30 days from the date of delivery to report a request to reject an item as 'damaged' for a full refund or replacement. After 30 days, you can request a repair or replacement for up to six months after your purchase.
Please be aware that it is normal for a small amount of foliage to come loose during transit or while you are dressing the plant, therefore only claims of substantial, noticeable damage to the product will be upheld.
Please also note that you will not be eligible to claim if you have caused the problem(s) yourself, for example, through misuse or intentional or careless damage.
If you have received a product that you feel is damaged, please contact us as soon as possible. We will need a short description of the damage, along with a clear photograph.
You can do this by sending an email to us at firstname.lastname@example.org.
We will then investigate the claim and respond within 5 working days.
The Consumer Rights Act 2015 requires that goods must be as described, fit for purpose, and of satisfactory quality. During the expected lifespan of a product, your legal rights are as follows:
a) Beginning on the day that you receive the Goods (and ownership of them) you have a 30 calendar day right to reject them and to receive a full refund if they do not conform as stated above.
b) If you do not wish to reject the Goods, or if the 30 calendar day rejection period has expired, you may request a repair of the Goods or a replacement. We will cover any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair or replacement is impossible or otherwise disproportionate, We may instead offer you the alternative (i.e. a replacement instead of a repair or vice versa) or a full refund. If you request a repair or replacement during the 30 calendar day rejection period, that period will be suspended while We carry out the repair or replacement and will resume on the day that you receive the replacement or repaired Goods. If less than 7 calendar days remain out of the original rejection period, the time remaining will be extended to 7 calendar days.
c) If, after a repair or replacement, the Goods still do not conform (or if We cannot repair or replace them, as described above, or have failed to act within a reasonable time or without significant inconvenience to you), you may ask Us to attempt the repair or replacement again (you do not have to give Us multiple opportunities to do so if you do not want to), or you have the right either to keep the Goods at a reduced price, or to reject them in exchange for a refund.
d) If you exercise the final right to reject the goods more than six months after you have received the Goods (and ownership of them), We may reduce any refund to reflect the use that you have had out of the Goods.
e) Within a period of six years after you have received the Goods (and ownership of them), if the Goods do not last a reasonable length of time, you may be entitled to a partial refund. Please be aware that after six months have passed since you received the Goods, you must prove that the defect or non-conformity existed at the time of delivery.
Please note that you will not be eligible to claim if:
a) We informed you of the problem(s) with the Goods before you purchased them or you had the opportunity to examine them before purchase and the problem(s) should have been obvious to you; or
b) You have caused the problem(s) yourself, for example, through misuse or intentional or careless damage; or
c) You have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and the problem(s) has/have resulted from your use of the Goods for that purpose; or
d) The problem(s) is/are the result of normal wear and tear;
e) A small amount of foliage has come loose during transit or while you are dressing the plant (only claims of substantial, noticeable damage to the product will be upheld); or
f) You have changed your mind.
If there is a problem with the Goods, please contact Us.
If you exercise your legal right to reject the Goods, you must return them to Us.
To return Goods to Us for any reason, please post them to Us, arrange for their collection, or return them in person. We will cover the costs of postage or collection. Please contact Us for a return label or to arrange collection.
For our full damages policy please see our Terms & Conditions of Sale.