Refund policy
Quality on Dispatch
Every plant, pot and accessory is individually quality-checked by our horticultural team before leaving our nursery.
Our product images and descriptions are the best representation of each plant type and size category.
As plants are living items, natural variation should be expected and is not considered a fault.
Change of Mind Returns
If for any reason you decide your purchase isn’t right, we offer a 14-day discretionary returns window on plants, pots and accessories.
Conditions of return
- Return costs are the responsibility of the customer
- Outgoing delivery charges and services are non-refundable
- Plants must be returned in resaleable condition, having been cared for in line with our care instructions
- Plants that have been repotted, altered, used commercially i.e for an event, or show signs of stress or damage will not be refunded
- Pots and accessories must be unused and returned in original packaging
Sale, markdown and special order items are not eligible for return.
How to Request a Return
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Email hello@plantdrop.co.uk within 14 days of delivery, including clear photographs of the item(s)
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Our team will review eligibility under these terms
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If approved, we will confirm the return method and applicable collection costs
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Once received and inspected, refunds are processed minus delivery and any agreed charges
Postal and pallet returns must be packaged in their original box or on a pallet.
Faulty or Not as Described
If you believe an item has arrived damaged or significantly not as described, please contact us within 48 hours of delivery and include clear photographs so we can review promptly.
All plants must be inspected on arrival. Any concerns relating to condition or transit damage must be reported within 48 hours of receipt. After this period, responsibility for the plant transfers to the client.
Where an issue is confirmed, we will arrange a replacement or appropriate resolution.
If the item is found to be as described and in healthy condition on delivery, any return request will be treated as a change-of-mind return and the relevant charges will apply.
Cancellations
Orders cancelled before dispatch will incur a 10% administration fee to cover processing and handling of live plant stock.
Cancellations made after dispatch, or within 48 hours of the scheduled delivery date (including refusal of delivery), may incur applicable delivery and handling charges where these costs have already been incurred.
Plant Descriptions & Sizing
- All plants are unique and will naturally vary from the reference image
- Heights are measured from the floor to the highest point of foliage
- Listed sizes include a 10% natural variation allowance
It is the customer’s responsibility to ensure plants will fit the intended space. Returns or exchanges due to sizing issues will incur applicable collection and delivery charges.
Plant Care & Responsibility
Once delivery has been accepted, the ongoing care of the plant becomes the responsibility of the customer (or their appointed gardener or contractor).
We are not liable for changes in condition after delivery.
Our horticultural team can provide complimentary care advice via our online form. Advice is offered in good faith and does not constitute a guarantee or acceptance of liability.
Paid on-site visits (London only) can be arranged by quotation and provide guidance only, not diagnosis or warranty.
Plant Guarantee
Plants are living, perishable items and do not carry a long-term guarantee.
Any concerns regarding condition on arrival must be reported within 48 hours of delivery, with photographs. After this period, replacements or refunds will not be offered.
Sourced To Order
Special order, non-stock, made-to-order or supplier-specific items are strictly non-cancellable, non-returnable and non-refundable once an order has been placed and accepted by us.
These items are ordered specifically to fulfil your request and cannot be resold. By placing an order for a special order item, you acknowledge and agree that the order is final and that no refunds, returns or credits will be issued for any reason, except where required by law.
Consumer Contracts Regulations
Under the Consumer Contracts Regulations, living plants are classified as perishable goods and are not subject to statutory change-of-mind returns.
Our 14-day return policy is offered at our discretion and may be withdrawn at any time.
Business Customers
Where goods are purchased in the course of business, consumer protection legislation does not apply. Business customers are not entitled to consumer cancellation or change-of-mind return rights.
