At Hidden Hortus, we take great care to send plants that are healthy, well packed and ready to settle into their new home. Plants are living things, however, so their appearance can naturally vary from the photographs and descriptions shown on our website.
This policy explains how we deal with issues with plants and other items purchased from us. Nothing in this policy affects your statutory rights.
If there is a problem with your order
Please inspect your order as soon as possible after delivery. If a plant or item arrives damaged, incorrect, missing, or in poor condition, please contact us at our contact form within 24 hours of delivery.
To help us assess the issue quickly, please include:
your order number;
a short description of the problem; and
clear photographs of the plant, item and packaging where relevant.
We will review each issue fairly and on a case-by-case basis. Depending on the circumstances, we may offer a replacement, refund, partial refund, or another appropriate solution.
Returns of live plants
Because live plants are perishable and their condition can change quickly once delivered, we do not ordinarily ask customers to return plants to us. Please contact us before disposing of, repotting or making significant changes to a plant that you believe has arrived with a problem, as this may affect our ability to assess the issue.
Where a return is required because of an error or fault on our part, we will provide instructions and cover reasonable return postage costs.
Change-of-mind returns
Live plants may not be suitable for change-of-mind returns because they are perishable. This does not affect your legal rights where goods are faulty, not as described or otherwise do not meet the requirements of consumer law.
For non-perishable items, such as pots, accessories or other eligible products, please contact us via our contact form before returning anything. We will confirm whether the item is eligible and provide return instructions.
Unless an item is faulty or we have made an error, customers are responsible for the cost of return postage. Returned items must be unused, in a resaleable condition and returned with any original packaging where reasonably possible.
Refund timing
Where a refund is agreed, we will process it to the original payment method as soon as possible. Please allow 7 working days for the payment to appear, depending on your bank or payment provider.
Contact us
For help with a return or refund, please use our contact form and include your order number.
