This Returns and Refunds Policy should be read together with our Terms and Conditions and Delivery Information.
Contact Us
If you need to return an item or report a problem with your order, please contact us. Please include your order number, the item or items concerned, and a clear description of the issue.
Please do not send any item back without contacting us first, as return instructions must be provided in advance.
Cancelling an Order Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. If the order has not yet been dispatched, and is cancellable, we will refund the amount paid in full.
Please note that orders for personalised or custom-made items may not be cancellable once work has begun or materials have been committed to the order.
Damaged, Faulty, or Incorrect Orders
If your order arrives damaged, faulty, incorrect, or incomplete, please contact us immediately and provide:
- Your order number.
- A description of the issue.
- Clear photographs of both the external packaging and the items in question.
Depending on the circumstances, you may be entitled to a refund, replacement, or price reduction. We will assess the issue and respond promptly upon receiving your email.
Non-Returnable Items
The standard 14-day right to cancel does not apply to all goods. We cannot accept ‘change of mind’ returns for the following:
- Live plants (because these items are living, we cannot guarantee their condition or cultivation outside of our controlled nursery environment).
- Recalcitrant seeds (because these specific seeds do not enter dormancy and have a strictly limited window of viability, they are highly perishable and must be sown immediately upon arrival. Any which fall into this category will be clearly marked on their listings).
- Other perishable goods.
- Personalised or custom-made items.
This does not affect your statutory rights if these goods arrive damaged, faulty, or not as described.
Change of Mind Returns (Non-Perishable Items)
For non-perishable goods you have the right to cancel your order within 14 days after the day you receive the goods. You do not need to give a reason.
If you notify us within that 14-day period that you wish to cancel, you then have a further 14 days to return the goods to us. To be eligible for a return, items must be:
- Unused and in the same condition that you received them.
- In their original packaging.
Return postage costs for change of mind returns are your responsibility. We will refund the price paid for the goods and the basic outbound delivery charge. If you chose a more expensive delivery option than our standard service, we will refund the cost of standard delivery only.
Failed Deliveries and Returned Parcels
If a parcel is returned to us because delivery could not be completed, we may contact you to arrange redelivery. Additional postage charges may apply before the order is sent again.
For live plants, recalcitrant seeds and other perishable goods, we cannot guarantee the condition of items returned to us after a failed delivery attempt. Where such goods are returned to us deteriorated or no longer saleable as a result of a failed delivery, any refund may be reduced or refused to reflect the loss in value.
How Refunds Are Made
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether your refund has been approved.
Where a refund is due, we will process it as soon as reasonably possible. Refunds will be made to the original payment method. Where necessary, we may contact you for payment details in order to issue a refund.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights.