Refunds & returns

When you can cancel, what happens if something has sold out, and why every sale is checked by photo first.

Last updated 22 October 2026

In short

Nothing is charged until you have seen a photo of your plants and agreed the total.
Cancel any time before your order leaves us or is collected, for a full refund less any potting already done.
Once delivered or collected, sales are final: no dead-on-arrival or change-of-mind refunds.
Refunds are paid back within 7 working days of us agreeing them.

1. Before you pay

You see a photo of your actual plants before you pay. Until then you can change, swap or cancel anything, and there is nothing to refund.

2. Cancelling after you have paid

Before your order is sent out or collected, you can cancel it for a full refund of what you paid.
If we have already potted a plant for you, the potting fee for that pot is not refunded: the plant has been repotted and the soil and pot used.
Once a parcel has been handed to the courier, it can't be cancelled; see part 5 for supplies you don't need.

3. If we can't supply something

Plants sell at the counter too. If something you have paid for is no longer available, we tell you straight away and you choose: a similar plant we suggest, or a full refund for that item.

4. When it arrives

Every plant is picked by hand and photographed for you before you pay, so you know exactly what you are getting. We pack parcels and load our lorries with care, but we don't refund or replace plants that arrive damaged or dead: we have no dead-on-arrival policy. Once your order is delivered or collected, plant sales are final.

Pickup: our staff show you your order at the gate before loading. Please check it there; we swap anything you are not happy with on the spot.
Wrong item: if we send you something other than what you ordered, WhatsApp us and we swap it for the right one.

After that, a plant is in your care, and how it does depends on light, water and the spot it lives in. We will gladly help, though: send us a photo, or use our free plant doctor.

5. Changing your mind

We don't take returns or give refunds if you change your mind after your order has been delivered or collected. This applies to plants and to supplies such as soil, feed, stone and pots, so please check the photo and the total before you pay.

6. Orders not collected

We hold a pickup order for 3 days. If you can't make it, tell us and we arrange another day.

If a paid order isn't collected within 14 days and we haven't agreed a new day, we refund half of what you paid. The other half covers watering and caring for your plants while we hold them, and the sales we miss by keeping them aside.

7. How refunds are paid

We pay refunds within 7 working days of agreeing them, back the same way you paid where possible.
Card refunds can take a further 7 to 14 days to show on your statement, depending on your bank.
Payments by QR, transfer or cash are refunded by bank transfer to your account.

To cancel an order or ask about a refund, WhatsApp or email us with your name and order. Our details are below.