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Refund and Returns Policy

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DELIVERY, RETURNS & REFUNDS POLICY
Last updated: April 13th, 2025

DELIVERY OPTIONS & FEES

We offer multiple delivery options across the UK. All prices include VAT.

  • Standard Delivery (2–5 working days): Free for orders over £50. Orders under £50 incur a £3 delivery fee.

  • Chosen Day Delivery: £5 – select your preferred delivery date at checkout.

  • Next Day Delivery: £7 – available for orders placed before 9PM, subject to courier capacity and postcode eligibility.

Some areas, such as the Scottish Highlands and Islands, may not qualify for Next Day Delivery. If this applies to your order, we’ll contact you directly to discuss your options.

⛔ Minimum Order Value: £25

SERVICE NOTICE – APRIL & MAY 2025

No deliveries will take place on:

  • Friday 18th April

  • Sunday 20th April

  • Monday 21st April

  • Monday 5th May

  • Monday 26th May

During peak periods, standard delivery times may be extended. We recommend ordering in advance to avoid disappointment.

DELIVERY DETAILS

We deliver 7 days a week. For deliveries outside London, we use trusted courier services like DPD. You’ll receive tracking updates via email and text.

If you’re unavailable at the time of delivery, we’ll follow your chosen delivery instructions. If delivery cannot be completed, we’ll contact you to arrange a redelivery.

We currently deliver to most parts of the UK, excluding the Channel Islands and the Isles of Scilly.

CONCIERGE & SAFE SPACE POLICY

If you choose to have your order left with a concierge or in a designated safe place, please ensure:

  • Your concierge is happy to accept perishable goods

  • You understand that once delivered, responsibility passes to the recipient

  • Our delivery team may capture a photo or request a signature as proof of delivery

COMMERCIAL PROPERTIES & LIMITED ACCESS

Deliveries requiring access to restricted areas (e.g., via loading bays or security gates) must be arranged in advance. If our driver is turned away due to lack of access, the delivery will be marked as missed and rebooked at your expense.

RETURNS POLICY

At Botanic Vibe Ltd and Houseplant LTD, we want you to love your order.

For Plants:

  • If you’re unhappy with your plant, please contact us within 30 days at [email protected] (or [Houseplant LTD contact email]).

  • We’ll offer a refund or replacement, provided our care instructions have been followed.

  • If your plant arrives damaged or unhealthy, please attach photos so our plant experts can help.

  • If we can’t revive the plant with guidance, we’ll replace or refund it.

For Non-Plant Items:

  • You have 30 days to return any unused, non-perishable item in its original, resaleable condition.

Gift Vouchers:

  • Refundable within 14 days of purchase if unused.

CANCELLATION POLICY

You have the right to cancel your order within 14 days of delivery. You must:

  • Retain the goods in your possession

  • Take reasonable care of them (especially for living products)

  • Return them as instructed by our team

To cancel, please email us at [email protected]