28-Day Guarantee & Returns & Refunds
How cancellations, change-of-mind returns, refunds, and our 28-day plant health guarantee work — so you know exactly what happens if something isn’t right.
28-Day Plant Health Guarantee
Our 28-day plant health guarantee is a voluntary promise from Foliage Factory. It covers genuine quality issues that appear shortly after delivery despite reasonable care and suitable conditions. It does not limit your statutory rights.
What Is Covered
- Hidden issues: problems that become visible within 28 days of delivery despite reasonable care.
- Serious transit-related damage: structural damage that wasn’t obvious at handover but becomes clear after careful unpacking.
- Unusual rapid decline: an unexpected collapse that can’t reasonably be explained by normal care factors.
What Is Not Covered
- Normal acclimation: minor yellowing, a few dropped leaves, or slower growth while the plant adjusts.
- Care-related damage: over/underwatering, very low light, intense direct sun, heat stress, cold exposure, or unstable temperatures.
- Pests introduced after delivery: infestations that plausibly spread from your existing plant collection.
- Mechanical damage at home: breaks caused by handling, pets, children, or accidental knocks.
- Minor cosmetic marks: small blemishes or naturally imperfect leaves that don’t affect overall plant health.
Important: the 28-day guarantee does not apply to plant deliveries to Cyprus, Greece, Malta, the United Kingdom, or Norway (see destination notes on Shipping & Delivery).
How to Make a Claim
- Time frame: contact us within 28 days of delivery.
- For visible transit damage: take clear photos on the day of delivery (plant + close-ups + packaging) and contact us as soon as possible.
- What we need: order number, clear photos (whole plant + close-ups), and a short note on light, watering routine, and room temperature range.
- How to contact us: use Contact and include “28-Day Guarantee” in your message subject.
- Assessment: we review each case based on timing, plant condition, and the information you provide.
- Outcome: depending on the case and availability, we may offer a replacement, refund, partial refund, or store credit.
If a return is required for an approved guarantee case, we’ll provide a prepaid return option (or an equivalent solution) for the destinations covered by this page.
Returns & Cancellations
Your Rights at a Glance
- Change of mind (withdrawal): you can withdraw within 14 days of delivery. You cover the direct cost of return shipping.
- Damaged / faulty / wrong item: contact us with photos — if confirmed, we’ll fix it and cover any necessary return shipping.
- Cancellation before dispatch: if your order hasn’t been packed or shipped, we can usually cancel it.
- Remote-area surcharges: these only reflect courier pricing and don’t change your return rights or guarantee coverage.
Change-of-Mind Returns (Withdrawal)
How to Start
- Notify us in time: you must tell us within 14 days of delivery that you want to withdraw.
- Return window: after notifying us, you have a further 14 days to send the items back.
- How to notify: send an unequivocal message via Contact. If you prefer a formal template, refer to the withdrawal form.
Return Shipping Costs
- Who pays: for change-of-mind returns, you pay the direct cost of return shipping (including remote-area routes).
- Tracked return: use a tracked service and keep proof of postage until your refund is completed.
- Optional help: if we can provide a return label for your address, you can request it — the label cost may be deducted from your refund where applicable.
Return Conditions
- Original setup: plants must be returned in the original pot and substrate — no repotting, heavy trimming, or chemical treatments.
- Protective packaging: use the original packaging where possible (or equivalent protection) so the plant can travel back safely.
- Handling standard: you may inspect items as you would in a shop. If items show avoidable damage or handling beyond inspection, the refund can be reduced to reflect loss in value.
If Something Arrives Damaged, Faulty, or Incorrect
- Contact us fast: take clear photos on the day of delivery (plant + close-ups + packaging) and message us via Contact.
- Our responsibility: if the issue is confirmed as our fault or transit-related, we’ll provide a fair remedy — replacement, refund, partial refund, or store credit.
- Return shipping: if a return is required for a confirmed fault, we cover the necessary return shipping for the destinations covered by this page.
Cancelling an Order Before Dispatch
- Best effort: contact us as soon as possible via Contact. If the order hasn’t been packed or handed to the courier, we can usually cancel it.
- If it already shipped: you can still use your withdrawal right after delivery (see “Change-of-Mind Returns”).
Please note: orders delayed, returned, or damaged due to incorrect address details or missed courier notifications aren’t eligible for a free replacement or refund. For details, see Shipping & Delivery.
Refunds & Processing Times
What We Refund (Withdrawal)
- Items: the product price.
- Outbound shipping: the cost of the least expensive standard delivery option offered for your address at checkout (premium upgrades aren’t refunded).
- Return shipping: not refunded for change-of-mind returns (unless we explicitly agree otherwise).
When Refunds Are Issued
- Withdrawal returns: we process the refund after the return arrives, or after you provide proof of return shipment (whichever is earlier).
- Fault / damage cases: after approval — in some cases a return won’t be required if photos clearly confirm the issue.
- Cancellations: once we confirm the order did not ship.
Refund Timing (After Approval)
- Card payments: typically a few business days (bank processing times vary).
- PayPal / Klarna: often faster, but timing depends on the provider.
- Bank transfer: usually several business days after approval.
Refund Method
- Same payment method: refunds go back to the payment method used at checkout. See Payment Methods.
- No alternative payout: we can’t redirect refunds to different accounts for security and compliance reasons.
Non-Returnable Items & Exclusions
Some items can’t be returned for hygiene, safety, or legal reasons (for example: opened substrates, used accessories, and customised items). If you’re unsure whether an item is returnable, contact us before ordering via Contact.
Guarantee, returns & refunds – FAQ
