Refund policy

Gift returns

Gift recipients can email hello@potandplanter.co.uk directly for help arranging a return. The change-of-mind, faulty-item and refund conditions below apply to gift returns too.

Our team inspects every pot and planter before it is packed, and each piece is wrapped in protective packaging for the journey. If something isn't right when your order arrives, email hello@potandplanter.co.uk and we will sort it out.

Items that arrive damaged or faulty

Please open and check your parcel soon after it arrives. If an item is broken, faulty or not as described, email us as soon as you can, ideally within 48 hours of delivery. Include your order number and photographs of both the item and the packaging it came in.

In many cases photographs are enough for us to arrange a refund or replacement. Occasionally we will need the item sent back so that we can inspect it. Please keep all packaging until we have confirmed the next steps; if it has been thrown away, you will need to provide suitable packaging to return the item safely.

When we need an item back, we will email you a prepaid DPD returns label to use at your nearest DPD drop-off point. Returns of damaged, faulty or incorrect items are always at our expense.

Your statutory rights under the Consumer Rights Act 2015 are not affected.

Changing your mind

You may cancel your order for any reason within 14 days of the day you receive it. Email hello@potandplanter.co.uk with your order number and tell us which items you are returning.

After letting us know, you have a further 14 days to send the items back. Return postage for change-of-mind returns is paid by you. We suggest a tracked and insured service, because the items are your responsibility until they reach us.

Returned items should be unused and in their original condition, in their original packaging where possible. Ceramic and glass can break in the post, so please pack them with care. If an item has been used or handled more than you would in a shop, we may reduce the refund to reflect this.

Send returns to: Houseplant Ltd (Pot & Planter Returns), Unit 5, Yalberton Tor Industrial Estate, Alders Way, Paignton, TQ4 7QL.

How refunds are paid

We issue refunds within 14 days of receiving your return, or of receiving proof that you have posted it, whichever is sooner. If you return your whole order because you changed your mind, the refund includes the original standard delivery charge. Refunds go back to the card or account you paid with and usually take 5 to 7 working days to appear, depending on your bank or payment provider.