Returns & Exchange Policy
All returns and exchange must be accompanied by the original store receipt so please retain your receipts. Requests for exchange/ return without the original receipts will not be entertained.
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Plants & Perishables
We are unfortunately unable to offer exchange or returns for change of mind for plants and perishables so please consider carefully before making your purchase.
Plants are living organisms and are all unique individuals. As such, small tears, holes in leaves, having some broken stems, yellow leaves or dried flowers are perfectly normal, and does not indicate overall poor plant health. When you purchase plants from us online/ in -store, we will endeavour to pick/ suggest the best plants for you from our stock, but they may differ from your expectations. If the plant is otherwise healthy, we regret that we are unable to facilitate refunds or returns for this reason.
We have a regular spray and pest prevention routine here at our garden centres but the scale of our garden centres and the volume of plants we move makes it untenable to physically check all individual plants for pests on a regular basis. In the event of insects and the minor presence of pests, we are unable to provide refunds or exchanges as these are commonplace in a nursery environment, especially one as porous and busy as ours, and outside our control. As a best practice, we always suggest quarantining new plants aside from your general plant population until they have been deemed to be pest-free.
We also advocate using a diluted neem spray on your plants on a regular basis, especially on the new arrivals, as part of your plant care routine. In addition, as home gardeners, it is useful for you to have pesticides on hand to deal with any sudden infestation. If you should need more pest related advice, please feel free to reach out to us and we will be happy to help.
In the event that the plant is damaged at the point of delivery (i.e., root rot, heavily infested), please contact our customer service with photos of the issue and if we deem it to be an issue with the plants, we will make arrangements for either a one-to-one exchange for you, or offer you store credit for the value of the plant.
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Delivery
If we determine the plant(s) of your choice to be of an unacceptable quality/ condition, we will contact you to inform you of this before delivery. We may choose to offer you a discount for the affected plant(s), but this is strictly at our discretion only. If you so choose to go ahead with your purchases after notification of the plants’ less than optimal condition, we will not be able to entertain requests for refunds/ exchange of the affected plant due to the injury, disease, death of the plant, or change of mind.
Damaged Product
For plant and perishables, please contact us with photos within 2 working days if you have bought/ received a damaged product.
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Non-plant items
For non-plant items such as hardware and accessories, we can only accept exchanges for items in a new, unused condition. The items must be in their original and saleable condition along with the packaging intact, with the tag intact should there be any. We reserve the right to refuse any exchange should the product presented for exchange not be in a condition deemed saleable.
However, if the purchased item is not suitable, we allow for exchange for items, or store credit for the purchase value. If your item is damaged or faulty at the point of purchase or delivery, please contact us within 7 working days to arrange an exchange.
Missing and Damaged Item
In the unlikely event that you receive an item that is damaged, incorrect, or if there is an item missing, you may request an exchange or replacement by contacting us.
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Pricing Error
In the event of a pricing error, we shall endeavour to inform you of the error as soon as feasible. However, we shall not be required to supply the affected goods and services at the wrong pricing. If payment has been made based on the wrongly listed prices, we will offer you the opportunity to make payment for the difference between the wrongly listed price and the actual price such that your transaction reflects the correct price of the item(s). If you are not satisfied with this option, you have the option to request for a refund of the products/ services affected by the wrong pricing, or request for store credit for the value of the item paid.
We reserve the right to cancel any orders and make a full refund to you because of pricing errors (or for any other reason).
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