What if there is something is wrong with my order?
We are sorry to hear that your order is flawed. The easiest way is to send us a message using the contact form or to contact us by phone on 01479 787880. Some products do not need to be returned. Please do not return any products before you have contacted us via the support button (at the bottom right corner of the website), before returning the products.
What about the right of withdrawal?
By default, all products that you buy online are subject to a period of 14 days after receiving the products, within which you can cancel the purchase. This is called the right of withdrawal. The shipping costs for returning your order are for your own account. Please send us a message via the support button (at the bottom right corner of the website), before returning the products.
How do I return my items?
We do everything we can to deliver our promised quality. If products do not fit to this promised quality standard, please send us a message via the support button (at the bottom right corner of the website). Compensation can be offered in the form of a new product or by returning your money. Do not return any products until you have contacted us.
For items that can be returned you will receive an address. Please note that you are responsible for returning the goods in their original condition and packaging. The customer is responsible for the costs of returning the items unless we have mistakenly delivered the item to you or if the item has been damaged. You will get your money returned as soon as the delivered goods are in our possession.
Tip: please keep your return receipt until you have received the refund.
Good not know: product should be returned within 14 days.
Do I have to pay when I return?
The reason for sending back determines whether the costs of sending back are for your account or not. In the case of the right of withdrawal, the shipping costs will not be reimbursed. If you exercise your right of withdrawal, we will not refund the return costs. In all other cases, a case-by-case assessment is required. Never return any products until you have contacted us; you can use the support button (at the bottom right corner of the website) for this.
Can I have my return collected?
We do not pick up return items at your home.
In some cases it is not necessary to return your plant. Therefore always register your return using the support button (at the bottom right corner of the website) and you will receive an answer from us as soon as possible.
You can send your package to us via the post office after you have received a return address from us.
What is the return address?
As soon as the return is registered (using the support button at the bottom right corner of the website) you will receive the correct return address. Never return products to the address on the invoice as this is not necessarily the correct address. Always contact us first for the correct details.
Can I still cancel my return notification?
Of course, you can always change your mind. Reply to the received return e-mail to say that you want to cancel the return.
You don't have to do anything else. Except to pay your order if you had not already done so.
How do I know if you have received my return shipment?
Once the return has been processed by us, you will receive a confirmation by email. you can then return the goods by droping your package at the local post office. Please make sure to always you get a track&trace code.
I have returned my order but have not received a response. What now?
Always use the track&trace code to check whether we have received the package. Processing a return takes a little time. Once the return has been processed by us, you will receive a confirmation by email. If you have not yet received this email, check your spam folder.
If the confirmation e-mail did not end up in your spam folder, send us a message via the support button (at the bottom right corner of the website) and we will take a look at it with you!
How soon will I be refunded after I have returned?
Once you have been informed of the processing of the return via e-mail and we are in possession of your IBAN, we will refund you within 10 working days.
If you had not paid yet, you do not have to pay this amount anymore.
Our tip: keep your return receipt until you have received the refund.
What are the warranty conditions?
It's always annoying if a product isn't up to standard. If you want to claim under our guarantee, please contact us using the Support button (at the bottom right corner of the website). We will then work with you to find the best solution. You can add pictures of the damaged goods to your claim, this will speed up the resolution process. If you no longer have the product, because you have thrown it away, then unfortunately our guarantee no longer applies.
How are discounts deducted from refunds?
If a voucher code has been used in an order, the discount is distributed among the items pro rata. If one or more products are credited, you will receive the "net" purchase amount back. I.e. the price minus the part of the discount assigned to that item.
- Example 1: You order two products in a single order. Both have a value of €30. You used a voucher for a €5 discount. If you have a complaint about one item, you will receive a refund of €27.50 (€30 minus the €2.50 discount assigned to the item).
- Example 2: You order four products in a single order. You used a voucher for a €10 discount. One item is €20 (€4.44 discount), two items are €10 each (€2.22 discount) and one item is €5 (€1.11 discount). If you have a complaint about the item that cost €20, you will receive a refund of €15.56 (€20 minus the €4.44 discount assigned to the item).
How can I pass on my IBAN?
You usually receive the amount back in the way you paid. If you paid via Credit Card or Ideal and the reimbursement falls outside the 180-day period (for Paypal this is 80 days), then we need your IBAN to deposit the money in your account. To be sure that the repayment goes fast, send us your IBAN details using the support button (at the bottom right corner of the website).