Returns & Refunds Policy
Last updated: January 2025
At PlantPotsUK.co.uk we want you to be delighted with your new plant pots, garden furniture, trees or plants. 🌿 If something isn’t quite right, we’re here to help — please read our policy below.
1. Non-Living Items – Pots, Planters, Furniture & Accessories
You may return these items within 14 days of delivery (cooling-off period begins the day after you receive your order).
- Items must be unused, in original condition with all packaging, labels and accessories included.
- Please include your order number.
- Return shipping is at your cost unless the item is faulty, damaged or incorrect (we’ll cover reasonable return costs or arrange collection).
Refunds (excluding original delivery fees) are processed to your original payment method within 5–10 working days after we receive and inspect the item.
Exchanges: Subject to stock availability — just let us know.
2. Living Goods – Plants, Trees & Perishables
Because plants and trees are living products, we cannot accept returns or refunds for change of mind once you (or your nominated recipient) have accepted the delivery.
Important – Tree Deliveries (Self-Delivered by Us):
For larger trees, we personally deliver or use specialist transport. On arrival:
- If you are home and not happy with the tree’s condition on inspection (e.g. appears unhealthy or damaged), you may refuse the delivery at that moment — we will take it back and process a full refund (including delivery charge).
- If you are not home and someone else accepts the delivery on your behalf, they are accepting it on your behalf — please inspect the tree as soon as possible.
- Any issues (damaged, unhealthy, dead on arrival, or not as described) must be reported to us within 48 hours of delivery with clear photos (including packaging and the tree as received). Contact us immediately at info@plantpotsuk.co.uk.
We may then offer a replacement (subject to season/stock), partial refund, or full refund at our discretion. Change of mind after acceptance is not a valid reason for return or refund.
We take great care to dispatch only healthy, high-quality stock. However, we cannot accept liability for issues after delivery caused by planting, care, weather, pests or other external factors.
3. Faulty, Damaged or Incorrect Items (All Products)
- Report within 14 days of delivery (photos as soon as possible are very helpful).
- We’ll arrange replacement, repair (where possible) or full refund — including delivery costs and reasonable return/collection.
- Large/heavy items? We can usually organise collection.
4. Order Cancellations
- Cancel before dispatch — email us immediately at info@plantpotsuk.co.uk.
- If already dispatched → follow standard return process.
- Pre-dispatch cancellations refunded within 5–10 working days.
5. Refunds
- Issued to original payment method.
- Original delivery fees non-refundable unless return is due to our error.
- Processed within 5–10 working days after approval.
6. How to Return or Report an Issue
- Email info@plantpotsuk.co.uk with order number, reason and photos (especially for damaged/faulty/plants/trees — include packaging and arrival condition).
- Wait for our approval + instructions — please do not send items back without contacting us first.
- Pack securely in original packaging; use tracked postage (if returning non-living items).
- Keep proof of postage until we confirm receipt.
7. Exceptions & Your Rights
- Custom/personalised items non-returnable unless faulty.
- Sale/clearance items — change of mind usually excluded.
- This policy does not affect your statutory rights under the UK Consumer Rights Act 2015.