Refund policy

Our horticulturalists quality check every plant, pot and accessory that departs our nursery, so it arrives at your door in great health and as close to the description and reference picture as possible.

If for any reason you are not in love with your purchase, we offer 14 day returns on plants, pots and accessories.

The client is responsible for the cost of return and any outgoing delivery charges or services are non-refundable.

To be eligible for return, plants must have been cared for following our care instructions, and arrive back to us in resalable condition. Plants that have been repotted, altered or used for commercial purposes will not be accepted.

Pots and accessories must be unused and in the original packaging.

Please follow the following steps for returns:

  1. Log in to your account to request a return.
  2. Our team will then review that it meets our terms and conditions.
  3. If approved we will provide you with the return cost for our most suitable carrier service. If you would prefer to handle the return yourself we will provide the address of where to send the item(s).
  4. Our nursery team will check the item is in the original saleable condition and a refund will be processed minus the outgoing delivery and any other agreed charges.

Pallet and postal returns can only be collected if the goods are packaged on a pallet or in the original box.

We are not able to offer exchanges on postal and pallet orders, only items delivered by our vans in London.

Sale items are not returnable.



Faulty Or Not As Described

If you would like to exchange a plant or other item because of delivery damage or you believe it was not as described, please send us pictures and details within 24 hours for our team to review and assess.

If we agree the product did not live up to our description or is faulty they will arrange a replacement free of charge; if not we will apply the charges detailed in change of mind returns.


Cancellation

You have the right to cancel your order up to 48 hours ahead of your scheduled delivery time. If you exercise this right then you will receive a full refund.
If you opt to cancel your order after this point, including at the time of delivery, you will be charged the applicable cancellation fee as listed above under change of mind returns.


Plant Descriptions

Please note all plants are unique and yours may differ to the picture on the website, which is our best representation of how plants in that pot size / category look.

Plant heights and sizes are estimates, which we adhere to as closely as possible, but as these naturally vary we use an allowance rule of 10% either side of the listed size range. 

Plants are measured from the bottom of the pot (floor) to the highest point of foliage. This is the industry standard.

Please take time to measure where the plant is to be placed, as it is your responsibility to make sure it fits correctly as any exchange or return will be charged a cancellation / collection fee.


Plant Care & Advice

After delivery is accepted the care of a plant is your responsibility (or your gardener's / landscapers' responsibility). We are not liable for any change in condition after delivery as it is no longer in our care.

Our horticulturalists will be able to offer complimentary advice via our online plant advice form. All advice is complementary and given in good faith, and is neither an obligation to provide any form of ongoing care or to accept liability for the condition of a plant after implementation of advice given. 

If you would like a visit (London only) from one of our horticulturalists this can be arranged for a quoted fee. Their report will give advice on improving the health of the plant and will not diagnose causes of deterioration.


Plant Guarantee

Due to plants being living and perishable items we do not offer a guarantee on the plants beyond the 72 hour period by which you can report any plant health concerns. After this time the health of the plant is your responsibility and replacements or refunds will not be offered. Our horticulturalists are on hand to offer complimentary advice to improve the health of the plant.


Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@plantdrop.co.uk.


Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about your return.

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Under the Consumer Contracts Regulations (Previously the Distance Selling Regulations) there are some goods you cannot return because you change your mind, this includes plants, as they are classified as living and perishable items. Therefore our 3 day return for credit & exchange window is completely discretionary and can be withdrawn at any time.