Returns & Refunds

SECTION 1 - LIVE PLANTS                                                                                                 

Our 7-day live plant arrival guarantee covers issues relating to plant health shortly after delivery. Plants are living organisms and may show minor signs of transit or acclimation stress, which is normal and does not automatically indicate a problem.

Live plants are perishable goods and, as such, we do not accept returns or exchanges for change of mind.

We take great care in packaging our plants and ensuring they leave us in healthy condition. However, if your plant arrives damaged, unhealthy, or not as described, please contact us within 24 hours of delivery for issues related to transit damage or plants arriving dead, or within 7 days for concerns covered by our live plant arrival guarantee.

To help us resolve any issues quickly, please include:

  • your order number
  • clear photos of the plant and packaging

Depending on the situation, we may offer a replacement, partial refund, or full refund. Outcomes are assessed on a case-by-case basis.

Please note that minor cosmetic imperfections or signs of acclimation stress can be normal after transit and do not automatically qualify as damage.

SECTION 2 - NON-LIVING PRODUCTS (ACCESSORIES, TOOLS, COMPONENTS)         

For non-perishable items such as pots, tools, accessories, supports, and soil components, you may request a return within 14 days of receiving your item, in line with UK consumer law.

To be eligible for a return:

  • items must be unused and in their original condition
  • original packaging must be intact
  • proof of purchase is required

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

SECTION 3 - DAMAGES & ISSUES                                                                                     

Please inspect your order upon arrival and contact us as soon as possible if:

  • an item arrives damaged
  • you receive the wrong item
  • a non-living product is faulty

This allows us to resolve the issue quickly and fairly.

SECTION 4 - EXCEPTIONS / NON-RETURNABLE ITEMS                                                 

We cannot accept returns on:

  • live plants
  • perishable goods
  • sale items
  • gift cards
  • customised or made-to-order items

This does not affect your statutory rights in the case of faulty goods.

SECTION 5 - REFUNDS                                                                                                       

If a refund is approved, it will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since a refund was approved, please contact us.

SECTION 6 - CONTACT US                                                                                                 

If you have any questions about returns or refunds, please contact us at: help@thearoidarium.co.uk

PLANTS WORTH WAITING FOR!