At Plants Sale, we want you to be completely satisfied with your gardening purchases. Just as we nurture our plants to thrive, we’re committed to nurturing your shopping experience. If you’re not happy with your order, our returns and exchanges policy is here to help your gardening journey stay on track.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return, items must be in their original condition – unused, unplanted, and in their original packaging.

Special Considerations for Live Plants

We understand that live plants are different from other products. If your plants arrive damaged or unhealthy, please contact us immediately at [email protected] with photos of the plants in their original packaging. We’ll work with you to replace the plants or issue a refund.

Non-Returnable Items

Certain items cannot be returned due to their nature:

  • Perishable goods like compost (All Compost category)
  • Live plants that have been planted or removed from their original packaging (unless damaged on arrival)
  • Custom or personalized items

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact us within 15 days of receiving your order by emailing [email protected] with your order number and details about the product you would like to return or exchange.
  2. Wait for approval – Our customer service team will review your request and send you instructions on how to proceed.
  3. Package your return – Securely pack the item in its original packaging (for plants, include as much of the original packing material as possible).
  4. Ship your return – Send the package to our return address (provided in your approval email) using a trackable shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or damaged product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Processing

Once your return is received and inspected (typically within 3-5 business days), we’ll process your refund or exchange:

  • Refund method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 5-10 business days after we approve your return (depending on your payment provider)
  • Original shipping costs: These are non-refundable unless the return is due to our error

Exchange Policy

If you need to exchange an item for a different size or variety, please indicate this in your return request. Exchanges are subject to availability. For faster service, we recommend returning the unwanted item for a refund and placing a new order for the item you want.

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Plants Sale Team,

I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].

Item(s) to return/exchange:
– [Product Name]
– [Quantity]
– [Reason for return/exchange]

I have reviewed the return policy and confirm that the item(s) are in their original condition and packaging.

Please advise on next steps for processing this request.

Thank you,
[Your Full Name]
[Your Contact Information]

Damaged or Incorrect Items

If you receive a damaged item or incorrect product, please contact us immediately at [email protected] with photos of the damaged/incorrect item and its packaging. We’ll arrange for a replacement or refund without requiring you to return the item in most cases.

Need Help?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Postal Address: Plants Sale, 28 Paradise St, Liverpool, GB L6W 2ME

We appreciate your trust in Plants Sale and are committed to making your gardening shopping experience as pleasant as watching your plants grow and thrive!