Returns Policy

At Emm’s Plant House, we take great care to pack and dispatch every order so it arrives in the best possible condition. Because live plants are perishable and naturally variable, our returns policy differs for plants and non-plant items.

Live plants

Live plants are perishable items and cannot be returned if you have changed your mind, ordered the wrong item, or no longer want the plant once it has been delivered.

Please note that natural variation is part of buying living plants. Differences in size, shape, leaf pattern, colour, and minor cosmetic imperfections are not considered faults, provided the plant is healthy and true to description.

If your plant arrives damaged or incorrect

If your plant arrives damaged, in poor condition, or you believe the wrong plant has been sent, please contact us within 7 days of delivery.

Please email us with:

• Your order number
• Your full name
• Clear photographs of the plant
• Clear photographs of the packaging and delivery label where relevant

We will review the issue and, where appropriate, offer a replacement, partial refund, full refund, or store credit.

Claims we may be unable to accept

We may be unable to offer compensation where:

• We are contacted outside the 7-day reporting period
• The plant has been repotted, pruned, propagated, or otherwise altered before the claim is assessed
• The plant has been mishandled after delivery
• Incorrect delivery details were entered at checkout
• Delivery was missed, delayed by customer action, or the parcel was left in a place requested by the customer

Missed deliveries and non-collection

Because plants are perishable, we cannot offer refunds for plants that are damaged due to missed delivery attempts, non-collection from a courier depot or pickup point, incorrect address details supplied at checkout, or delays caused by customer instructions after dispatch.

Non-plant items

Non-plant items such as pots, accessories, and plant care products may be returned within 14 days of delivery if they are unused, in original condition, and in their original packaging.

Unless the item is faulty, damaged, or sent in error:

• Return postage is the customer’s responsibility
• Original delivery charges are non-refundable

Once the returned item has been received and checked, we will process any refund due to the original payment method.

Faulty, damaged, or incorrect non-plant items

If a non-plant item arrives faulty, damaged, or incorrect, please contact us as soon as possible with your order number and clear photos. We will arrange an appropriate remedy, which may include a replacement, refund, or exchange.

Order cancellations

If you need to cancel an order, please contact us as soon as possible.

• Before dispatch: We will do our best to cancel the order
• After dispatch: Live plant orders cannot be cancelled on a change-of-mind basis once dispatched
• Non-plant items ordered online may still be eligible for cancellation and return in line with your statutory rights

Refunds

Refunds are made to the original payment method. We aim to process approved refunds promptly after the returned item has been received and checked, or after a claim for damage or loss has been approved.

Your statutory rights

Nothing in this policy affects your statutory rights. If an item is faulty, not as described, or unfit for purpose, you may have rights under UK consumer law.

Contact us

If you need help with a return or delivery issue, please contact us at info@emmsplanthouse.co.uk.