Returns

Returns & Refunds Policy

Easy returns. No hassle. Your satisfaction guaranteed.

Effective Date: January 2025     |     Last Updated: January 2025

At a Glance — Returns Summary:

 

Return Type	Time Limit	Cost
Change of mind	30 days from delivery	Customer's cost
Damaged / faulty	48 hours from delivery	Free collection
Wrong item sent	7 days from delivery	Free collection
Bespoke / made-to-order	Non-returnable	—

 

We accept returns on most items within 30 days of delivery, provided they meet the following conditions:

•        The item is unused and in its original condition

•        The item is securely packaged for return (original packaging preferred)

•        The return has been agreed with us in advance — please do not send items back without contacting us first

 

The following items are non-returnable:

•        Bespoke, personalised, or made-to-order products

•        Items returned outside the 30-day return window without prior agreement

•        Items that have been used, damaged, or altered after delivery

Starting a return is simple. Follow these steps:

 

1.     Contact Us — Email support@plant-pot.co.uk with your order number, the item(s) you wish to return, and the reason for your return.

2.     Await Confirmation — We will respond within 1 business day to confirm your return is approved and provide any further instructions.

3.     Pack Your Item — Carefully repack the item — ideally in its original packaging — to prevent damage in transit.

4.     Send It Back — Post the item back to us using a tracked service (for change-of-mind returns). For damaged or faulty items, we will arrange a free collection.

5.     Receive Your Refund — Once we receive and inspect the return, we will process your refund within 5–10 business days.

If you have changed your mind, you can return your order within 30 days of delivery. Here is what to know:

•        Items must be unused, undamaged, and in their original condition

•        Return postage is the customer's responsibility — we recommend using a tracked service

•        The original delivery charge is non-refundable

•        A full refund of the product cost will be issued once the return is received and inspected

 

We reserve the right to refuse a refund if the returned item does not meet the above conditions on arrival.

Despite our careful packaging, we understand that damage can occasionally occur in transit. If your item arrives damaged or faulty, please act quickly:

 

•        Contact us within 48 hours of delivery at support@plant-pot.co.uk

•        Include your order number

•        Attach clear photographs of the damaged item

•        Attach photographs of the outer packaging

 

Once we review your claim, we will offer one of the following resolutions:

•        A free replacement (subject to stock availability)

•        A full or partial refund to your original payment method

•        A store credit or discount voucher

 

We will arrange free collection of the damaged item — you will not need to pay for return postage.

 

Please note: minor natural variations in handcrafted ceramics — such as slight differences in glaze, texture, or colour — are expected characteristics of artisan-made pieces and are not considered faults.

If you received an item that is different from what you ordered, please contact us within 7 days of delivery. We will arrange for the correct item to be sent to you and organise a free collection of the incorrect one at no cost to you.

Processing Time

Refunds are processed within 5–10 business days of us receiving and inspecting your return. You will receive an email notification once your refund has been issued.

Refund Method

All refunds are returned to your original payment method. We are unable to issue refunds to a different card or bank account.

What Is Refunded

For change-of-mind returns, the product cost is refunded. The original delivery charge is non-refundable. For damaged, faulty, or incorrect items, a full refund including delivery charges will be issued.

Delayed Refunds

If you have not received your refund within 10 business days of our confirmation email, please first check with your bank, as processing times can vary. If you still have not received it, contact us at support@plant-pot.co.uk and we will investigate.

The following items cannot be returned unless they arrive damaged or faulty:

•        Bespoke or made-to-order products

•        Personalised or customised items

•        Items returned without prior authorisation from Plant Pot Shop

•        Items returned outside the 30-day window (unless otherwise agreed)

If you need to cancel your order, please contact us as soon as possible at support@plant-pot.co.uk. We can cancel and refund your order in full provided it has not yet been dispatched.

If your order has already been dispatched when you contact us, you will need to follow the standard returns process once you receive the item.

This policy is in addition to, and does not affect, your statutory rights under UK consumer law. Under the Consumer Contracts Regulations 2013 (CCR), you have the right to cancel most online orders within 14 days of delivery for any reason — this is your statutory minimum. Our 30-day returns window goes beyond this requirement as a commitment to your satisfaction.

For further information about your consumer rights, visit the Citizens Advice Bureau at citizensadvice.org.uk or the UK Government website at gov.uk/consumer-protection-rights.

Our team is always happy to help with returns, refunds, or any questions about your order.

 

Email:  support@plant-pot.co.uk

Website:  https://plantpot-shop.co.uk

 

Plant Pot Shop — Quality Pots for Every Plant, Every Space, Every Style.