Refund policy

Returns & Refunds Policy

Last updated: 14 August 2026

We want you to be happy with your purchase. If something isn't right, please get in touch and we'll do our best to put it right.

1. Your legal rights

When purchasing from The Unconventional Plant House, you have legal rights under UK consumer law.

Nothing in this policy removes or reduces those rights.

Goods should be as described, of satisfactory quality and fit for their intended purpose.

2. Cancelling an online order

For most goods purchased online, you have a legal right to cancel your order without giving a reason.

The cancellation period normally ends 14 days after the day on which you, or someone you nominate, receives the goods.

If your order contains multiple goods delivered separately, the cancellation period normally runs from the day you receive the last item.

If you wish to cancel your order, please contact us at:

Email: the.unconventional.plant.house@gmail.com

Please include your order number and clearly tell us that you wish to cancel your order.

3. Returning an unwanted item

If you cancel your order under your statutory cancellation rights, you will normally need to return the goods to us.

Unless the goods are faulty, damaged or incorrectly supplied, you may be responsible for the direct cost of returning the goods where the law allows this.

We recommend using a tracked delivery service when returning an item.

You remain responsible for taking reasonable care of goods while they are in your possession.

4. Live plants and cancellation

Plants are living products and can deteriorate over time.

If you wish to cancel an order containing a live plant, please contact us as soon as possible.

We will explain the appropriate return arrangements for your particular order.

The fact that a product is a live plant does not, by itself, remove any statutory rights that apply to the purchase.

5. Plants damaged during deliver

If a plant arrives significantly damaged, please contact us as soon as reasonably possible.

Please send photographs of:

The packaging

Any damage to the packaging

The plant

The pot and growing medium

Any obvious damage to the plant

We may ask for additional information to help us investigate the problem.

Depending on the circumstances and your legal rights, we may offer a replacement, repair where appropriate, refund or another suitable remedy.

6. Plants that arrive unhealthy or dead

If your plant arrives in a condition that you believe means it is not of satisfactory quality or is not as described, please contact us promptly.

Please provide photographs and a description of the issue.

We will assess the situation and, where appropriate, provide the remedy required by law.

Plants can naturally show minor signs of stress following transportation, including:

Slight leaf movement

Minor cosmetic damage

A small amount of leaf yellowing

Dropping of an older leaf

Temporary changes caused by movement between environments

These do not necessarily mean that a plant is faulty.

However, we will always consider the individual circumstances of a complaint.

7. Incorrect or missing items

If we send you the wrong product or an item is missing from your order, please contact us as soon as possible.

We will investigate the issue and arrange the appropriate remedy.

8. Refunds

Where a refund is due, we will normally refund the payment using the same payment method used for the original purchase unless another method has been agreed.

Refunds will be made within the timeframe required by applicable law.

Where a statutory cancellation applies, we may withhold reimbursement until we have received the goods back or you have provided evidence that you have returned them, where permitted by law.

9. Sale and discounted plants

Discounted plants remain covered by your statutory consumer rights.

A reduction in price does not remove your rights if the plant is faulty or otherwise does not meet the legal requirements.

Where a specific defect has been clearly described before purchase and the customer knowingly purchases the item with that defect, that particular issue may be treated differently.