Returns & Refunds

At Hortology we are committed to delivering quality. We carry out a detailed inspection of all items before dispatch and carefully pack them to avoid damage on their journey to you, so you can be confident your plants will arrive healthy and pots are ready for use.

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@hortology.co.uk or use the Contact Us form on the website.

Returns Address

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

Hortology Ltd
Greendale House
Dales Business Park
New Road
Ingleton
Carnforth
LA6 3HL
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, so that we understand the condition at the time the plants arrived, before you may have re-potted 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.

We do ask for your understanding that plant sizes are approximate. It is inevitable that slight 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 least the minimum of the size range we indicate, very infrequently plants may be slightly under or over the size selected.

Please note: plant heights are approximate and include the height of the grow pot.

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, returns are free of charge.

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. 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 use the contact us form within 14 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 14 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.

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 or based on receipts you have provided. Please contact us within 14 days informing us of the problem. You can return the item within 28 working days for a replacement or refund. Once we have received your return we will process your refund payment within 5 working days.

Cancellations

To cancel an order, please e-mail info@hortology.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. A charge may be made if the 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.

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