Refunds and Returns
Last updated 6 September 2026.
If you change your mind
Our voluntary change-of-mind policy gives you 15 days from delivery to return an unused product in its original packaging. This is a shop benefit, separate from your consumer guarantees under the Consumer Guarantees Act 1993.
A change-of-mind return carries a non-refundable packing and handling charge of $39 per order, and you pay the return postage. Use a tracked service, because until it arrives back it is your parcel. These are the terms this shop publishes today; they apply only to a change-of-mind return.
Email us at theteam@customersupport.care with your order number and we will tell you where to send it.
Returning plants and accessories
For a change-of-mind return, keep the product unused and in its original packaging. Pack it securely for the return journey.
If something is faulty, damaged or not what you ordered
Your consumer guarantees under the Consumer Guarantees Act 1993 are separate from our change-of-mind policy. They are not limited to 15 days and do not require original packaging. Tell us as soon as you can and send a photograph if the parcel arrived damaged. We pay the return postage and you can ask for a replacement or a refund.
Cancelling before it ships
Contact us with your order number as soon as you can. Orders are normally handled within 24 to 48 hours, so the sooner the better. A 12.5% service and processing fee applies to a cancellation, and once packing has started an order can no longer be cancelled and becomes a return.
None of this applies when something is faulty, damaged or not what you ordered. In that case there is no fee of any kind and we pay the postage both ways.
How refunds are paid
Refunds go back to the card or PayPal account you paid with, and we process them within 24 to 48 hours of the goods arriving back. Your bank then takes its own few days.
What we need from you
- Your order number, or the confirmation email.
- For change-of-mind returns, the unused goods in their original packaging. This does not limit your rights for faulty goods.
- A tracking number for the return, so we can both see where it is.
Still not sorted?
Our complaints policy sets out how to escalate, and none of this affects your statutory rights.