Returns & Refunds Policy

Last updated: November 2026

We want you to be happy with your purchase. We take care when preparing and packaging every order, but we understand that sometimes things don't go quite to plan.

This policy explains how returns, cancellations and refunds work, including what to do if an item arrives damaged or isn't quite right.

1. Change-of-Mind Returns

1.1 If you've purchased something online and simply change your mind, you generally have 14 days from receiving your order to let us know you'd like to cancel.

1.2 Once you've notified us, you'll normally have a further 14 days to return the goods.

1.3 Returned items should be in their original condition, with any included accessories, where reasonably possible.

1.4 Please take reasonable care when handling items you intend to return. If an item has been handled more than necessary to establish its nature, characteristics and functioning, we may be entitled to make a deduction for any resulting loss in value.

1.5 Please contact us before returning an item so we can provide the correct return instructions.

2. Products Excluded from Change-of-Mind Returns

2.1 Certain products may be exempt from the usual 14-day change-of-mind cancellation right under consumer law.

2.2 This may include:

• Clearly personalised products: Items made to your specific requirements or permanently customised with names, logos, messages or other branding. For example, a jar or pot with a name or logo sticker directly onto it.

• Made-to-order products: Items created specifically to your requirements rather than standard products available for general sale.

• Goods liable to deteriorate or expire rapidly: Certain products may fall into this category depending on their nature.

2.3 Where personalisation is limited to a separate or removable element, such as a gift card or tag, the standard product may still be eligible for normal change-of-mind cancellation rights.

2.4 Whether an exemption applies will depend on the product and the nature of the personalisation involved.

2.5 These exemptions do not affect your rights if an item is faulty, damaged or not as described.

3. Live Plants and Natural Products

3.1 Many of our products contain living plants and natural materials. Their appearance can naturally vary depending on the season, growing conditions and stage of development.

3.2 Certain living or perishable products may be exempt from change-of-mind cancellation rights where they are liable to deteriorate or expire rapidly under consumer law.

3.3 This doesn't mean that all plant-related products are automatically excluded from returns. The applicable rules will depend on the individual product.

3.4 We recommend unpacking live plants as soon as reasonably possible after delivery and following the care instructions provided.

3.5 Once delivered, the ongoing condition of living plants depends on factors such as watering, light, temperature and their surroundings. We cannot accept responsibility for deterioration caused by unsuitable care or environmental conditions after delivery where the issue wasn't present when supplied.

3.6 If a plant arrives in poor condition or you have concerns about its health on arrival, please contact us as soon as possible so we can assess the issue and help.

4. Damaged, Faulty or Incorrect Items

4.1 We take care to ensure that every order is prepared and packaged securely, but occasionally things can go wrong during preparation or delivery.

4.2 If your order arrives damaged, faulty or contains an incorrect item, please contact us as soon as reasonably possible.

4.3 Where possible, please include:

• Your order number.

• A brief description of the issue.

• Clear photographs of the affected item.

• Photographs of the packaging, where relevant.

4.4 Photographs help us understand what has happened and resolve issues more quickly, although they are not a requirement for exercising your statutory rights.

4.5 We'll review the issue and arrange an appropriate resolution in accordance with your consumer rights. Depending on the circumstances, this may include a replacement, repair, refund or another suitable solution.

4.6 Where an item needs to be returned because it is faulty, damaged or incorrectly supplied, we'll cover reasonable return costs.

4.7 Minor changes in the appearance of living plants following transportation can be normal. However, if a plant arrives in poor condition, please get in touch so we can assess it.

5. Return Postage

5.1 For eligible change-of-mind returns, the customer is responsible for the cost of returning the item, provided this was made clear before purchase.

5.2 We recommend using a suitable tracked delivery service for returned items, particularly where they are fragile or valuable.

5.3 Please package returns carefully to avoid damage during transit.

5.4 Where an item is faulty, damaged or incorrectly supplied, we'll cover reasonable return costs where a return is required.

6. Refunds

6.1 Once we've received and checked your returned item, we'll process any refund due in accordance with applicable consumer law.

6.2 For statutory change-of-mind cancellations, refunds will normally include the cost of the original standard delivery service. If you selected a more expensive delivery option, we're only required to refund the cost of the standard delivery option.

6.3 Refunds will normally be made using the original payment method.

6.4 Where you're exercising your statutory right to cancel, refunds will generally be issued within 14 days of receiving the returned goods or receiving evidence that they've been sent back, whichever happens first.

6.5 Where an item is faulty, damaged or incorrectly supplied, refunds and other remedies will be handled in accordance with your statutory rights.

6.6 Any refund due will be processed without unnecessary delay.

7. Exchanges

7.1 We don't currently offer direct exchanges.

7.2 If you'd like a different product, please contact us about returning your original item, where eligible, and place a new order for the alternative.

8. Cancelling an Order Before Dispatch

8.1 If you need to cancel an order before it has been dispatched, please contact us as soon as possible.

8.2 We ask that cancellation requests are made within 24 hours of placing an order wherever possible, as we may begin preparing orders shortly after they're received.

8.3 We'll do our best to accommodate cancellation requests, but once an order has been prepared or dispatched, it may no longer be possible to stop it.

8.4 For personalised or bespoke orders, cancellation rights may be limited depending on the nature of the product and whether the statutory exemption applies.

8.5 Nothing in this section removes any cancellation rights you may have under consumer law.

9. Delayed, Missing or Returned Parcels

9.1 If your order hasn't arrived within the expected delivery timeframe, please contact us so we can investigate with the delivery provider.

9.2 If a parcel is confirmed as lost, or hasn't been delivered within the timeframe required by consumer law, we'll arrange an appropriate resolution in accordance with your statutory rights.

9.3 If a parcel is returned to us because of an incorrect delivery address, missed delivery or failure to collect, please contact us so we can discuss the available options.

9.4 Where a parcel needs to be sent out again, additional delivery charges may apply. Any refund or deduction will be handled in accordance with applicable consumer law.

9.5 If tracking shows that a parcel has been delivered but you haven't received it, please contact us so we can investigate.

10. Sale Items and Promotions

10.1 Sale items and promotional products are subject to the same statutory consumer rights as full-price products.

10.2 A reduced price or promotional offer doesn't affect your right to a refund, repair or replacement where an item is faulty, damaged or not as described.

10.3 Any change-of-mind cancellation exemptions will apply in the same way as they do to other products, depending on the nature of the item.

11. How to Request a Return or Refund

If you'd like to discuss a return, cancellation or refund, please get in touch using the details below.

Please include your order number and a brief explanation of the reason for your request so we can help as quickly as possible.

Seedhouseplants

Email: hello@seedhouseplants.co.uk

Website: www.seedhouseplants.co.uk

We'll always do our best to resolve any issues fairly and helpfully.

12. Your Statutory Rights

Nothing in this policy affects or limits your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer protection legislation.

Where this policy differs from your legal rights, your statutory rights will always take priority.

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