Whilst we always endeavour to do our best, things do go wrong from time to time. Should you receive your goods in an unsatisfactory condition please read on…
Damaged In Transit
In the event that you are present at the time of delivery and the package/s are damaged we advise that you sign for the goods as ‘Damaged’ and contact us immediately. In the event that you have accepted delivery, it will help us if you are able to take photographs of the packaging prior to opening it, so please take photos of the damage and contact us before opening if possible.
If you are not present at the time of delivery of the damaged package/s please contact as soon as practical (and in any event within 48 hours of receipt). It will help us if you are able to take photographs of the packaging prior to opening it, so please take photos of the damage and contact us before opening if possible.
If you receive a plant that is in bad condition when you unwrap it, please contact us immediately, preferably with an image of what you consider to be the problem. Please, please, please, do not discard items before discussing this with us. We regret that we can do nothing if goods have been thrown away / composted before we have seen what the problem is!
Just like us humans, plants sometimes don’t enjoy their journey to you and may look a little worse for wear when unpacked – but will normally recover very quickly. If you do have a concern please contact us immediately, preferably with an image of what you consider to be the problem, in order that we may advise on what action to take. In many cases we will ask you to let the plants settle for a period of time (usually around 7 – 10 days) in order to recover. Please note that if, in our opinion, the plants will make a full recovery in the time we state we will not issue replacements or a refund until the time we have advised has passed and we have seen further images of the plants.
Firstly though please consider that plants may look different and may have wilted or dropped buds / leaves during transit. In all cases we will have checked the plant before dispatch and, in our opinion, the plant is considered a healthy specimen when packed for transit.
If we have sent you something you have not ordered (and which was not an agreed substitute item) please contact us within 48 hours informing us of the problem. You can return it within 28 working days, in the same condition it was received and in its original packaging and you will not be charged.
Cancelling orders (non-faulty goods)
The Consumer Contracts Regulations give you key cancellation rights when you enter into contracts at a distance over the phone and online.
Your right to cancel
Your right to cancel an order for goods (not including perishable items such as plants) starts the moment you place your order and ends 14 calendar days from the day you receive your goods. If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch. This 14 day period is the time you have to decide whether to cancel and you must contact us before the end of this period to inform us that you are cancelling. You then have a further 14 days to actually send the goods back (28 days in total from receipt of goods)
Your right to a refund
You will get a refund within 14 days of us receiving the goods back, we recommend that you obtain proof of postage or use a tracked delivery service.
A deduction may be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
Refunding the cost of delivery
We will refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service e.g. guaranteed next day or tracked service, we will only refund the basic cost.
The cost of return postage, for a cancelled order where goods are not faulty, is to be covered by the customer in all cases.