Returns policy

If you do have a problem, rest assured that we are here to help, we understand that everybody wants to be treated fairly and reasonably.

You can get in touch with us via email at info@verdant.co.uk.

Returns Address

If you need to return an item to us, please use the following returns address:

Verdant Retail Limited
28A Distons Lane
Chipping Norton
Oxfordshire
OX7 5NY
United Kingdom

The process for returns and refunds varies depending on the items you have ordered.

Returning Plants (Perishable Items)

In the extremely rare event you receive plants that are in bad condition or have been damaged in transit and will not be able to recover, you should let us know immediately and take photographs of any issues, so that we understand the condition at the time the plants arrived, before you may have re-potted or pruned them.

We do require you to contact us beforehand to agree the return and we reserve the right to ask you to send digital photographs to understand any issues. You must retain the original packaging to ensure the plant can be returned to us in an appropriate manner. 

We do ask for your understanding that plant sizes are approximate and are provided for indicative purposes only. It is inevitable that variations in size, shape and colour will occur between different specimens and whilst we make every effort to ensure that all plants supplied are at the size range indicated, occasionally plants may be under or over the size selected.

Please note: plant heights quoted include the plant stem and length of the foliage, plus the depth of the grow pot, i.e. including the root system, not just the plant above soil level

Equally, whilst we have developed processes to carefully pack our plants to avoid damage, the loss of the odd leaf in transit on a healthy plant should not generally be a cause for concern.

However, if you are unhappy with your plants, you can return them within 7 days from the day of delivery for a refund or replacement. We can assist you with the return and instructions for care and repacking.

Where plants have become damaged in transit to you and will not recover, or you have received incorrect plants, we will make arrangements for a return at our cost.

If you have changed your mind, you can return your plants to us within 7 days at your cost. We will refund the cost of the plants in full, provided that they are in no worse condition on return to us than at the time of dispatch to you. Unfortunately, we are not able to refund the cost of delivery in this situation.

Our 7 day returns policy does not apply to plants that have been repotted from their original grow pots and we unable to accept returns or refund the cost of plants that have been repotted.

Please note: the legal right to cancel orders because you have changed your mind does not apply to perishable goods such plants.

Returning Other Non-Perishable Items (Pots & Planters etc.)

If you change your mind:

If you want to return a product because you have changed your mind, please contact us within 15 days of receiving your items to let us know. Please note: the legal right to cancel orders because you have changed your mind does not apply to items shown as made to order on the product page.

You will then have a further 15 days to return your items to us, unused and in a resalable condition with the original packaging and all the tags, labels and accessories. Please ensure breakable items are appropriately packed and cushioned to prevent damage on the return journey.

Planters and pots should be packaged to protect against breakage as we cannot refund items that arrive damaged. Please note, for larger pots that also have individual, lightweight product packaging, these boxes are not suitable for protection during shipping. Please use a double wall outer box and wrap the pots in heavy duty bubble wrap or stiff cushioning paper to cushion and brace the pots against any movement in the box during transit.

Once we have received your return we will process your refund payment within 5 working days. If you return your entire order, we will also refund the basic cost of the delivery, based on the least expensive delivery option available at the time of ordering. Return costs are your responsibility and we advise that you return any goods using registered post in order to ensure their safe return with proof of posting.

Faulty, Damaged and Incorrect Goods:

If your items are faulty, damaged or we sent you something incorrectly, we will pay for the cost of the return using our own carrier (please note; we are unable to refund returns costs of items should you decide to use an alternative unauthorised service). Please contact us within 7 days informing us of the problem. We reserve the right to ask you to send digital photographs to understand any issues. You can return the item within 30 days for a replacement or refund. Once we have received your return we will process your refund payment within 5 working days.

Please note: many of our pots our handmade or have individual manufacturing processes, so variations occur in colour, shape and size due to the nature of the production process. This gives each piece it’s individual charm and uniqueness. Images are provided to give the best indication of the character of the piece. Some slight imperfections may also occur and are not considered a fault. Please also note that unless indicated otherwise, our pots are not 100% watertight and we recommend the use of a liner to protect the pots and prevent damage to floors and furnishings.

Cancellations

To cancel an order, please e-mail info@verdant.co.uk with details of the order you are cancelling or use the contact us form on the website. Please note: orders for products shown as "made to order" on the product page cannot be cancelled. Cancellation fees may be applied for plants and perishable items specifically sourced on your behalf, showing as "Item delivery: 1-2 weeks" and for orders where cancellation is done after the order, or a part of the order, has been dispatched.

Exchanges

To exchange a product you’ve bought from us, simply return it for a refund, then place a new order online for the item you want.

Finally, nothing in this policy affects your statutory rights. You can read more about your rights as a customer on our Terms & Conditions page.