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. Please carefully inspect your plants and pots upon receipt and let us know about any issues or concerns before arranging a return.

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
Unit 1D Marconi Road
Burgh Road Industrial Estate
Carlisle
CA2 7NA
United Kingdom

Download Returns Address Label

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 significantly damaged in transit and will not be able to recover, you should let us know immediately and take photographs of any issues, so that we understand the condition at the time the plants arrived, please do not re-pot or prune them as this may result in us being unable to accept a return or arrange a refund.

We do require you to contact us beforehand to agree any plant returns and we reserve the right to ask you to send digital photographs to understand their condition beforehand.

Plants can only be returned using their original packing boxes. Our specialist packaging is carefully designed to protect the plant against transit damage. We will not accept returns without this packaging due to the risk of transit damage without it therefore please do not dispose of this packaging until such time as you have accepted the plant.

We do ask for your understanding that plant sizes are approximate and are provided for indicative purposes only. It is inevitable that 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 the size range indicated, occasionally plants may be under or over the size selected.

Please note: plant heights quoted include the plant stem and length of the foliage, plus the depth of the grow pot, i.e. including the root system, not just the plant above soil level

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 provided you have retained the original packaging to facilitate this. We can assist you with the return and instructions for care and repacking.

Where plants have become significantly damaged in transit to you and will not recover, or you have received incorrect plants, we will make arrangements for a return at our cost.

If you have changed your mind, you can return your plants to us within 7 days at your cost (excludes Special Order & Made to Order items). 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.

Our 7 day returns policy does not apply to plants that have been re-potted from their original grow pots and we unable to accept returns or refund the cost of plants that have been re-potted.

Please note: the legal right to cancel orders because you have changed your mind does not apply to perishable goods such plants.

Orders for large specimen plants and HydroCare plants cannot be cancelled or returned for change of mind. These items are perishable and outside the scope of statutory cancellation rights. Such plants are specifically sourced for your order and are shown on the website as "Special Order:"

Plant displays (live & artificial) are made to order, consisting of the sourcing and professional assembly of plants in planters and plant pots. Due to their bespoke and perishable nature (live plants) orders for plant displays cannot be cancelled or returned for change of mind and they are outside the scope of statutory cancellation rights. Plant displays are shown on the website as "Made to Order:"

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 you have up to 28 days, 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.

Return costs are your responsibility and returns are sent at your risk re damage or loss. Please therefore let us know about any damages upon receipt before returning anything to us. You may wish to consider using a tracked service to cover lost parcels, but please note most carriers do not provide cover for transit damage to live plants or fragile items.

Planters and pots should be packaged to protect against breakage as we cannot refund items that arrive damaged. Please note, for larger pots that also have individual, lightweight product packaging, these boxes are not suitable for protection during shipping. Please use a double wall outer box and wrap the pots in heavy duty bubble wrap or stiff cushioning paper to cushion and brace the pots against any movement in the box during transit. Please also note that crimped paper does lose some of its cushioning properties with use therefore you may need to supplement this with some additional protection for the return journey.

Large items that were dispatched on a pallet service must be returned on an appropriate pallet service to avoid damage due to their fragile, bulky and heavy nature. In addition to cushioning and bracing the items against impact and movement, the items must also be secured to the pallet with suitable pallet wrap and strapping to ensure the load is stable and will remain fixed in place on the pallet during transit.

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.

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 (please note; we are unable to refund returns costs of items should you decide to use an alternative unauthorised service. We also reserve the right to ask you to simply dispose of damaged items rather then returning them to us). Please contact us within 7 days informing us of the problem. We reserve the right to ask you to send digital photographs to understand any issues. 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.

Please note: many of our pots our handmade or have individual manufacturing processes, so variations occur in colour, shape and size due to the nature of the production process. This gives each piece it’s individual charm and uniqueness. Images are provided to give the best indication of the character of the piece. Some slight imperfections may also occur and are not considered a fault. Please also note that unless indicated otherwise, our pots are not 100% watertight and we recommend the use of a liner to protect the pots and prevent damage to floors and furnishings.

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. Cancellation fees may be applied for plants and perishable items specifically sourced on your behalf, showing as "Item delivery: 1-2 weeks" and for orders where 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.

Business Orders

Orders placed on behalf of a business in excess of £200 are non-cancellable nor returnable due to change of mind; damages in transit, discrepancies or quality issues must be reported within 24 hours of receipt of the items and all returns require pre-authorisation.

Finally, nothing in this policy affects your statutory rights. You can read more about your rights as a customer on our Terms & Conditions page.