Calcellations Policy
Cancellation Notice Requirements
If a Customer wishes to cancel an order for any reason, a written Cancellation Notice must be submitted by email only. Cancellation requests made via telephone, online chat, or social media cannot be accepted.
The cancellation notice must:
- Be sent from the same email address used to place the order
- Clearly state the Order Number and Customer Full Name
This ensures we can correctly identify the order and handle the request efficiently.
Products Delivered from UK Nursery Stock
The vast majority of UK nursery stock items are delivered within approximately 5–7 working days, subject to availability and seasonal factors.
Cancellations
- Customers may cancel an order at any time after placing the order but no later than 24 hours prior to dispatch from our UK nursery, with a full refund including product cost and local delivery charges.
- If a cancellation request is received less than 24 hours prior to dispatch, or after dispatch, Garden Plants Online may cancel the order at its discretion. In such cases:
- The delivery charge plus a 20% restocking fee will be deducted.
- The remaining balance will be refunded to the original payment method or bank account within 48 hours of receiving the valid cancellation notice.
Custom Made / Special Order / Bespoke / Large & Bulky Products
(UK, EU, and NON-EU Sourced)
This section applies to all products that are:
- Specially sourced or procured specifically for the Customer
- Custom made, made to measure, or produced to order
- Imported from overseas suppliers (EU or non-EU)
- Large, heavy, or bulky items requiring dedicated transport
- Living plants or trees that are perishable and cannot be resold
- Items that cannot be returned to suppliers or would incur disproportionate return costs
These products are collectively referred to as “Bespoke / Special Order Products.”
Why Bespoke / Special Order Products Cannot Be Cancelled
Bespoke and special-order products are sourced, reserved, imported, produced, or prepared specifically in reliance on the Customer’s order. Once procurement begins:
- The products are allocated exclusively to the Customer
- Supplier, production, import, customs, inspection, and transport costs are incurred immediately
- Many items cannot be returned to suppliers
- Living plants and trees deteriorate rapidly and lose commercial value
- Return transport may be impractical, prohibitively expensive, or impossible
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, such products are exempt from the 14-day cancellation period, including:
- Goods made to the customer’s specifications or clearly personalised (Reg. 28(1)(b))
- Goods liable to deteriorate or expire rapidly (Reg. 28(1)(c))
Cancellations – Bespoke / Special Order Products
Cancellation before procurement begins
If a cancellation notice is received no later than 24 hours prior to dispatch from the overseas warehouse or prior to production / collection / procurement beginning, the Customer may cancel the order with a full refund, including product and local delivery costs.
Cancellation after procurement has begun
If a cancellation request is made:
- Less than 24 hours prior to dispatch
- After production has started
- After collection from the nursery
- While goods are in transit
- While goods are undergoing customs, phytosanitary, or import inspections
Then the order cannot be cancelled without cost.
In such cases, Garden Plants Online may cancel the order at its discretion, and between 30% and up to 100% of the order value may be retained, depending on costs already incurred, including but not limited to:
- Supplier and production costs
- Import, customs, and inspection fees
- Transport and logistics costs
- Handling, storage, and labour
- Loss of resale value due to perishability or customisation
Any refundable balance (if applicable) will be returned within 48 hours of receiving the valid cancellation notice.
No Refunds After Procurement
Once procurement has begun, Customers will not be entitled to a refund under any circumstances, including but not limited to:
- Change of mind
- Dissatisfaction with appearance
- Delays caused by customs, inspections, transport, weather, or seasonality
- Changes in personal circumstances
Customers are strongly encouraged to review product specifications carefully and contact us with any questions before placing a bespoke or special order.
Terracotta Pots & Handmade Items
Refunds will not be issued for terracotta pots or similar handmade items, as these products are produced to order and crafted specifically to each customer’s requirements: Once production begins, these items cannot be cancelled, returned, or refunded.
Delivery Timeframes (Bespoke / Special Orders)
Any delivery timeframe provided for bespoke or special order products is an estimate only. Delivery may be affected by factors outside our control, including:
- Supplier availability
- Weather and seasonal conditions
- Customs clearance
- Phytosanitary inspections
- Import/export delays
- Transport and logistics issues
Delays do not constitute grounds for cancellation or refund.
Returns Policy
Returns Policy (Standard UK Stock Only)
Customers may return standard (non-bespoke) products to our Woking Nursery, provided:
- Items are returned within 48 hours of delivery
- Items are in original packaging, condition, and shape
A full refund may be issued for eligible returned items.
Large & Bulky Returns
Where items are too large for courier return, we may arrange collection subject to vehicle availability. During busy Spring and Summer periods, collection times may vary.
Customer Responsibility for Plant Care
Plants and trees are living, perishable products. Customers are responsible for:
- Proper watering
- Protection from wind, sun, and frost
- General care until collection or return
If returned items show signs of neglect, no refund will be issued.
Cost of Returns
Return costs are typically equivalent to the original delivery charge and may be deducted from the refund or paid separately.
Perishable Goods
Due to their nature, most plants and trees are classified as perishable goods and cannot be returned once delivered, particularly once transport packaging has been removed or the plant has been subjected to environmental stress.
Returns of Special Order / Made to Measure Products
Special Order, Made to Measure, and Bespoke products cannot be returned once delivered.
Where return is exceptionally agreed, the Customer must:
- Arrange return to the original overseas supplier
- Bear all transport, handling, and customs costs
- Ensure items arrive in original condition and form
Exchange Policy
If you are not satisfied with the products you have received or feel that an item is not suitable for the purpose you intended, our team is always happy to assist in identifying a more appropriate alternative.
Where appropriate, we may offer an exchange for a suitable product from our website or catalogue. Given the breadth of our range, we are confident we can recommend an option that better meets your requirements.
Where an exchange is agreed, replacement product costs are typically minimal or not applicable. However, the Customer remains responsible for any associated local delivery and/or collection costs, unless otherwise agreed in writing.
Please note that exchanges are subject to product availability and do not apply to bespoke, made-to-order, or specially sourced items.
Products which are not required / ordered incorrectly
Unused standard (non-bespoke) products that are no longer required may be returned in their original condition and packaging within 14 days of receipt for a refund.
The right to return does not apply to:
- Cut-to-size products
- Made-to-measure products
- Bespoke or special-order items
- Products sourced or manufactured specifically to a customer’s specification
- Items supplied from overseas suppliers specifically for the Customer
Refunds in these cases are limited to the cost of the product only and exclude any local UK delivery or collection charges. The refund to be claimed is limited to the cost of the product and does not include the cost of local UK delivery.
Damaged or Faulty Products
If you receive products that are damaged, defective, or faulty, we are happy to arrange a free replacement in accordance with your statutory rights
All products must be checked immediately upon delivery for damage, defects, or incorrect specification.
Please note: We are unable to offer a refund or replacement for goods that have been fitted, planted, installed, or otherwise used before a fault, damage, or incorrect specification is reported. Commencing fitting, planting, or installation will be deemed acceptance of the condition of the goods.
Any damage, defects, or shortages must be reported by email within 48 hours of receipt to allow us to investigate and, where applicable, submit a claim to the courier.
When reporting an issue, please provide:
- A detailed description of the issue
- Clear photographic evidence
- Your full name
- Your order number
You may also contact us on 0203 1375 159, but all claims must be submitted in writing by email to be processed.