Returns, Refunds and Live Plant Arrival Policy

Open the parcel promptly after delivery. For transit damage or a serious arrival problem, contact Snip & Sprout as soon as reasonably possible and preferably within 24 hours, providing the order reference, photographs of the plant, packaging and delivery label. This evidence request does not shorten statutory rights.

Goods must be as described, of satisfactory quality and fit for purpose where a purpose was made known. If a plant is faulty, materially damaged, misdescribed or otherwise does not conform to the contract, the remedies required by the Consumer Rights Act 2015 apply.

Minor soil movement, a small amount of leaf loss, temporary drooping, cosmetic marks shown in exact-plant photographs, or normal acclimatisation are not automatically faults. Each report will be assessed on the evidence and the plant’s condition.

Contact Snip & Sprout immediately if you wish to cancel before dispatch. For goods that are not exempt, you may cancel within 14 days after delivery and then have a further 14 days to return them. Some living plants may be exempt where they are liable to deteriorate or expire rapidly. The exception is assessed according to the goods and circumstances and does not affect rights where goods are faulty, damaged or misdescribed.

Standard ready-made accessories follow the usual distance-selling cancellation rules. A lawful exception may apply to an item genuinely made to the customer’s specification or clearly personalised. Choosing a normal listed variant alone does not automatically make an item exempt.

For a digital STL design, immediate access is provided only after the customer expressly consents to supply beginning during the cancellation period and acknowledges that the change-of-mind right will then be lost. Rights for faulty or misdescribed digital content remain unaffected.

Do not post a living plant back without instructions. Where a return is legally required, reasonable return arrangements will be provided. Snip & Sprout bears reasonable return costs where goods are faulty or misdescribed. Change-of-mind return costs may be the customer’s responsibility where legally permitted and clearly notified.

Approved refunds are made without undue delay and, where the statutory cancellation rules apply, no later than the legally required deadline. Refunds are made using the original payment method unless otherwise agreed. Standard outbound delivery charges are refunded where required by law, but any premium paid for a faster delivery option need not be refunded beyond the least expensive standard service offered. No policy term removes the right to an appropriate remedy for non-conforming goods.

Plants should be unpacked promptly and given suitable light, temperature and watering. Damage caused after delivery by unsuitable care, repotting, chemicals, pests introduced later or environmental conditions is not a delivery fault.