Refunds and Returns
The following policies and our decision to offer a refund or exchange are made under the guidance of the consumer rights act and/or distance selling regulations of the UK. If you have any questions please contact firstname.lastname@example.org.
For purchases of plants and other perishable items you have a right to cancel your order prior to dispatch only. We reserve the right to charge a cancellation fee of up to 50% of the value for custom special orders and other plants we do not hold in stock. These plants are specifically sourced on your behalf and the cancellation fee applied will depend on the costs incurred and future maintenance costs. Thereafter, the following refund and exchange policy exists:
We take care to provide a fair representation of the plant you will receive on our website, but we accept no responsibility for any reasonable variation of the plants we sell. It is inevitable that variations in size, shape and colour will occur between different specimens and whilst we make every effort to ensure that all plants supplied are at the size range indicated, occasionally plants may be slightly under or over the size selected.
Please note: Plant heights quoted include the plant stem and length of the foliage plus the depth of the grow pot, i.e. including the root system, not just the plant above soil level.
We take care to provide plants in excellent health, however it is your responsibility to care for your plants appropriately and we accept no responsibility for your failure to do so. If you believe we have provided you with a plant that is unhealthy upon receipt, please contact us within 48 hours at email@example.com, preferably with photos, to discuss your refund or exchange options. Please note: the legal right to cancel orders after delivery because you have changed your mind does not apply to perishable goods such as plants.
On delivery, if any of the products are not those ordered by you, the order is incomplete, or not as on the Order Confirmation, please contact us within 24hours at firstname.lastname@example.org
We take care to deliver our plants carefully and expect them to arrive in excellent condition; unfortunately, some minor damage may be inevitabe. If your plant arrives damaged, please contact us within 48 hours by email preferably with photos, so that we can establish the extent of the damage and the risk the damage presents to your plant, and to discuss your refund or exchange options.
For purchases of non-perishable items (excluding gift cards) you have the right to cancel your order up to 14 days following receipt without penalty; you then have a further 14 days to return the cancelled items. Returns from free and standard delivery areas will collected by us, within 14 days of original delivery at no cost but returns out with those areas will be at customers own costs and their own arrangement by post or courier. You will then be refunded the full cost of the item and standard delivery cost. Any items cancelled should be returned in their original condition, any failure to do so may result in a reduction in the amount refunded. Once we have received your return we will process your refund payment within 14 working days. All returns must be made to Plants Etc, Honeysuckle Cottage, Milton, Drumnadrochit, IV63 6UA
For purchases of gift cards, all sales are final and as such you have no right to cancellation, refund or exchange.
In all cases where a cancellation, refund or exchange results in a funds being owed to you, these funds must be returned to the original payment method (or, where for exceptional reasons this is not possible, as store credit in the form of a gift card).