We make every effort to ensure our customers are entirely satisfied with their purchase. In the unlikely event of your goods not being up to the standard you expected from us, please contact us immediately by email with photos, details of your concern and your order number starting PFP.
Our returns policy lasts 7 days for faulty or damaged items due to the perishable nature of pond plants. If more than 7 days have elapsed since your purchase, unfortunately we cannot offer you a refund or exchange.
We are unable to accept returns for non-faulty items due to their perishable nature.
To be eligible for a return, your faulty/damaged item must be unused and in the same condition that you received it. It must also be in the original packaging and in good condition. We recommend using a 24-hour delivery service to ensure the plant is returned in good condition as if it has dried out or been damaged in transit from you we cannot accept it.
To complete your return, we require a receipt or proof of purchase - your order number would provide this - and a photograph of the product (you can take this on your phone and email it to us with your return reason).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
We are happy to replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to the return address in your order.
To return your product, you should mail your product to the address listed within your order.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £60, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.