At Plantern Pot Sales, we want you to be completely satisfied with your plant purchases. Like carefully pruning our bonsai, we’ve designed this returns policy to be as straightforward and nurturing as our plant care advice.

Our Returns Promise

If your plants or gardening products don’t meet your expectations, you may return them within 15 days of receiving your order. We’ll refund your payment or exchange the item, provided it meets the conditions below.

Non-Returnable Items

To protect all our customers, we cannot accept returns of:

  • Live plants that show signs of disease or pest infestation (to protect our other plants)
  • Opened care products (fertilizers, pesticides, etc.)
  • Personalized garden ornaments or custom-made trellises
  • Perishable items like flower seeds that have been opened

Return Conditions

To be eligible for a return or exchange:

  • Items must be in their original condition (plants should be alive with healthy roots)
  • Original packaging must be intact (where applicable)
  • Proof of purchase is required
  • Return requests must be made within 15 days of delivery

How to Return an Item

Step 1: Contact Us

Email our Gloucester team at [email protected] with your return request. Please use the following template:

Subject: Return Request – Order #[Your Order Number]

Dear Plantern Pot Team,

I would like to request a return/exchange for my recent order (#[Order Number]).
Item(s) to return: [Product Name(s)]
Reason for return: [Please specify]
Preferred resolution: [Refund/Exchange for (specify product if exchanging)]
Contact number: [Your Phone Number]

Thank you,
[Your Full Name]

Step 2: Wait for Approval

Our plant specialists will review your request within 2 business days. For live plants, we may request photos to assess their condition.

Step 3: Ship Your Return

Once approved, we’ll email you return instructions. Please note:

  • You are responsible for return shipping costs unless the return is due to our error
  • We recommend using tracked shipping for plant returns
  • For exchanges, we’ll ship your new item once we receive the return

Step 4: Receive Your Refund or Exchange

Upon receiving and inspecting your return:

  • Refunds: Will be processed within 5 business days to your original payment method (Visa, MasterCard, JCB, or PayPal). Allow 3-10 business days for the refund to appear in your account.
  • Exchanges: We’ll ship your replacement within 1-2 business days using your preferred shipping method.

Damaged or Incorrect Items

If your plants arrive damaged or you receive the wrong item:

  1. Contact us within 48 hours of delivery at [email protected]
  2. Include photos of the damaged item and packaging
  3. We’ll arrange a free return label if needed and prioritize your replacement

Plant Care Tip While Returning

For live plant returns, keep them in their nursery pots and maintain appropriate light/water conditions until shipping. This helps ensure their survival during transit.

International Returns

As we ship globally (excluding some Asian and remote regions), international returns follow the same process but may take longer. Please note:

  • Customs fees for returns are the customer’s responsibility
  • We cannot refund original shipping costs for international orders
  • Plant health certificates may be required for certain countries

Questions?

Our plant-loving team is happy to help! Contact us at:

Email: [email protected]
Postal: Plantern Pot Sales, 75 Barton St, Gloucester, GB GL4L 5MQ

We appreciate your trust in Plantern Pot Sales and are committed to making your gardening experience as rewarding as watching your new plants thrive.