Purchase Options & Cancellation Policy

At Emm’s Plant House, some products may be available as one-time purchases, subscriptions, or pre-orders. This policy explains how these purchase options work and how cancellations are handled.

One-time purchases

One-time purchase items are sold as single orders with no automatic renewal. For returns, arrival issues, and damaged items, please refer to our main Returns Policy.

Subscriptions

Where a product is offered on a subscription basis, your chosen payment method will be charged automatically at the interval shown at checkout until the subscription is cancelled.

By purchasing a subscription, you agree to recurring charges for the selected product at the selected frequency unless and until you cancel.

Cancelling a subscription

You may cancel your subscription for future renewals at any time before your next renewal payment is processed.

If you cancel after a renewal payment has already been processed, that renewal order will usually still be fulfilled and your cancellation will apply to future renewals only.

Subscription items containing live plants

Where a subscription includes live plants, those items are treated as perishable goods. Once a subscription order has been dispatched, it cannot be cancelled or returned due to change of mind.

If a subscription plant order arrives damaged, in poor condition, or incorrect, please contact us within 7 days of delivery with your order number and clear photographs so we can review the issue.

Subscription items containing non-plant goods

Where a subscription includes non-plant items only, any faulty, damaged, or incorrect goods should be reported as soon as possible. Change-of-mind returns may be accepted only where permitted under our main Returns Policy and your statutory rights.

Pre-orders

Some products may be sold on a pre-order basis. This means you are reserving stock before it is ready for dispatch.

Estimated dispatch dates for pre-orders are approximate unless we have clearly stated otherwise. We will always aim to dispatch within the stated timeframe, but timings may occasionally change due to supply, growth, seasonal, or courier factors.

Cancelling a pre-order

You may request cancellation of a pre-order at any time before it has been dispatched. If the cancellation is approved before dispatch, any refund due will be made to your original payment method.

Once a pre-order has been dispatched, it is treated in the same way as any other order under our Returns Policy.

Pre-orders for live plants

Where the pre-order item is a live plant, it is treated as a perishable product. Once dispatched, it cannot be cancelled or returned due to change of mind.

If a pre-order plant arrives damaged, in poor condition, or incorrect, please contact us within 7 days of delivery with clear photographs and your order number.

If we cannot fulfil a pre-order

If we are unable to fulfil your pre-order, we will contact you and offer an appropriate remedy, such as a refund, store credit, or alternative product where suitable.

Mixed orders

If your order includes both pre-order and non-pre-order items, dispatch timing may depend on how the product listing or checkout states the order will be fulfilled. If you are unsure, please contact us before ordering.

Order cancellations before dispatch

If you need to cancel any order, please contact us as soon as possible. We will do our best to stop the order before dispatch, but we cannot guarantee cancellation once preparation or dispatch is underway.

Faulty, damaged, incorrect, or misdescribed items

Nothing in this policy affects your statutory rights. If an item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible so we can review the issue and offer an appropriate remedy.

Contact us

If you need help with a subscription, pre-order, or cancellation request, please contact us at info@emmsplanthouse.co.uk.