Ten days, unused, in the sleeve it arrived in

The return window

Tell us within 10 days of delivery. Write to [email protected] with your order number and, where the problem is visible, a photograph. Once we have confirmed the return we will send you the return address — please do not post anything back before that, because unannounced parcels cannot be matched to an order.

Condition we can accept

A shaped bush cannot go back into its sleeve, so please decide on size and colour before you spend time fluffing out the foliage. Planters are returnable if they are unused, unplanted and free of soil or water marks.

Briefly: unused and complete, in the box it came in, with the invoice.

What we cannot take back

There are things we genuinely cannot resell, so we cannot take them back:

• Stems or bushes that have been shaped and cannot be re-sleeved
• Planters that have been planted or filled
• Items returned without the original sleeve or carton
• Clearance items marked final sale

Damaged, wrong or missing

Breakages, defects, missing pieces and picking errors are our cost, not yours:

1. Film an unboxing video in one take. A continuous video from sealed carton to unpacked item is what a courier claim requires.
2. Send the clip and your order number to [email protected] within 48 hours of delivery.
3. We will arrange a replacement or a full refund, whichever you prefer, at our cost.

How the refund is paid

We process an approved refund inside 7 business days of receiving the return. Prepaid orders are refunded to the original UPI handle or bank account. Cash on Delivery orders are refunded by bank transfer to an account you nominate, because there is no card or wallet to send the money back to.

On a change-of-mind return the original delivery charge stays with us and return postage is yours. If we got it wrong, we pay both.

Exchanges

Whatever the item, we do not offer a direct exchange. Where a different option is needed, return the original for a refund and buy the replacement as a new order. Splitting it into two orders avoids holding your money against stock that may sell out.