28-Day Plant Guarantee, Returns & Refunds
This page explains what to do if your order arrives damaged, a plant develops a health issue, you received the wrong item, you changed your mind, or you are waiting for a refund.
Our 28-day plant guarantee is separate from your 14-day statutory withdrawal right. Withdrawal lets you cancel an eligible purchase within the withdrawal period without giving a reason, including when you simply change your mind. The guarantee covers eligible plant health issues that appear within 28 days after delivery. This page does not limit your statutory consumer rights.
Important: returns must be sent to the official return address shown on our Withdraw from contract page, unless we confirm another address to you in writing. Do not send returns to the address printed on the original shipping label.
If you are unsure which case applies, contact us with your order number and photos where relevant.
Before you repot, treat or return a plant
If you want us to assess arrival damage, a wrong item, a missing item, a defect, non-conformity or a plant health issue, contact us before repotting, heavily trimming, chemically treating or discarding the plant.
If urgent care is needed, take clear photos first and tell us what you did. Each case is reviewed individually, and clear photos help us understand the plant’s condition before and after any urgent care step.
What to include
- Order number: so we can find your order.
- Whole plant photo: one clear image showing the full plant.
- Close-ups: clear photos of the issue.
- Pot and substrate photos: helpful for plant health cases.
- Packaging photos: helpful if the parcel was damaged or the plant was not secured properly inside the package.
- Short care note: light, watering and approximate room temperature if the plant declined after delivery.
If you do not wish to keep the plant and your purchase is eligible for withdrawal, you are still free to withdraw from the contract and return the plant under the statutory withdrawal route.
Case 1: Damaged, wrong or missing items on arrival
If your order arrives visibly damaged, incorrect, incomplete or clearly different from the item or size ordered, contact us as soon as possible. For visible transit damage, please use the Arrival Issues form on the delivery day where possible.
What can happen next
Depending on the issue, we may offer a replacement, refund, partial refund, missing-item shipment, return label or another suitable solution. If a return is needed because the item was damaged, wrongly supplied, defective or not as described, we cover the necessary return shipping.
Cosmetic marks and normal plant variation
Plants are living organisms, so small cosmetic marks can happen during growth, nursery handling, packing or transport. An older yellowing leaf, a small torn edge, a rubbed leaf, a healed scratch or a minor spot is usually harmless when the plant is otherwise stable and able to keep growing.
Contact us if the damage is severe, fresh, spreading, affects the stem or growth point, involves many leaves, or if the plant arrives collapsed, rotten, broken, incorrect or clearly unable to continue normal growth.
If you do not wish to keep the plant and your purchase is eligible for withdrawal, you can still use the withdrawal route within the withdrawal period.
Cold, heat and transport stress
Temporary drooping, softer leaves, slight curling or an older yellowing leaf do not always mean permanent damage. After delivery, keep the plant warm, avoid extra handling and allow a short recovery period unless there is obvious severe damage.
If your plant arrives visibly stressed or damaged, contact us on the delivery day with clear photos. We may ask for follow-up photos after a short recovery period before deciding on the best solution.
Cold protection and destination-specific shipping notes are explained on our Shipping & Delivery page.
Case 2: Plant health issue within 28 days
Our 28-day plant guarantee is a voluntary commercial guarantee from Foliage Factory. It covers eligible plant health issues that become visible within 28 days of delivery, provided the plant has received reasonable care and suitable conditions.
The 28-day period starts on the delivery date shown by the courier tracking. If the 14-day withdrawal period has passed but your plant develops a covered health issue within 28 days of delivery, use the Returns & Refunds form.
The 28-day plant guarantee does not apply to plant deliveries to Cyprus, Greece or Malta. Destination-specific delivery notes are available on our Shipping & Delivery page.
Covered by the guarantee
- Hidden plant health issues: plant health problems that become visible within 28 days despite reasonable care.
- Unusual rapid decline: sudden decline that cannot reasonably be explained by normal acclimation, home conditions, care conditions or handling after delivery.
Not covered by the guarantee
- Normal acclimation: temporary drooping, slower growth or a small number of older leaves yellowing or dropping while the plant adjusts after shipping.
- Cosmetic leaf marks: small tears, rubbed or slightly damaged leaf edges, healed scratches, older leaf wear, minor blemishes or occasional yellowing leaves that do not affect overall plant health.
- Care-related damage: overwatering, underwatering, unsuitable light, intense direct sun, heat stress, cold exposure after delivery or unstable temperatures.
- Pests introduced after delivery: infestations that plausibly spread from an existing plant collection or home environment.
- Mechanical damage at home: breaks or bruising caused by handling, pets, children, accidental knocks or repotting.
- Repotted, treated or heavily trimmed plants: changes after delivery may prevent us from assessing the original plant condition.
- Decline after 28 days: issues after the guarantee period unless the evidence shows a defect or non-conformity present at delivery.
Possible outcomes
Depending on the case and availability, we may offer a replacement, refund, partial refund, optional store credit or another suitable remedy. If a return is needed for a covered guarantee case, we provide a prepaid return option or an equivalent solution for destinations covered by the guarantee.
Case 3: Change of mind or withdrawal return
If you want to withdraw from an eligible purchase within 14 days of delivery, including because you changed your mind, use our formal withdrawal page. You do not need to give a reason.
It is enough to send your withdrawal message before the 14-day withdrawal period expires. After notifying us, send the goods back without undue delay and no later than 14 days from the day you told us about the withdrawal.
Formal withdrawal instructions and the online withdrawal form are available on our Withdraw from contract page.
Return shipping for withdrawal returns
- Customer-paid return: for withdrawal returns, you bear the direct return shipping cost unless we expressly agree otherwise.
- Tracked return: use a tracked service and keep proof of postage until your refund has been completed.
- Optional return label: if we can provide a return label for your address, you may request one. Where applicable, the label cost may be deducted from your refund unless we agree otherwise.
- No freight collect returns: please do not return goods freight collect or without sufficient postage.
Return condition
- Plants: return plants in the original pot and substrate where possible.
- Inspection only: you may inspect the goods as you would in a physical shop. If handling goes beyond what is necessary to check the nature, characteristics and functioning of the goods, the refund may be reduced to reflect loss in value.
- No avoidable changes: repotting, heavy trimming or chemical treatment may reduce the refund if it causes loss in value or prevents assessment.
- Safe packaging: return goods in the original packaging where possible, or use equivalent protective packaging.
Case 4: Cancellation before dispatch
- Contact us quickly: message us via Contact as soon as possible.
- Before packing or dispatch: if the order has not been packed or handed to the courier, we can usually cancel it.
- After dispatch: if the order has already shipped, you can use your withdrawal rights after delivery where they apply.
Orders delayed, returned or damaged because of incorrect address details, missing delivery information or missed courier notifications may not be eligible for a free replacement or refund under our commercial guarantee. Shipping details are explained on our Shipping & Delivery page.
Case 5: Refund timing and refund amount
Refund timing
- Withdrawal returns: after you withdraw from the contract, send the return without undue delay. We may wait to issue the refund until we receive the goods back or until you provide valid proof that you sent them back, whichever happens first.
- Damage, wrong-item, missing-item, defect or guarantee cases: refund timing depends on the case. Photos may be enough in some cases; in others, we may need follow-up photos or a return before finalising the solution.
- Cancellations before dispatch: if we can cancel the order before packing or dispatch, the refund is issued after the cancellation is confirmed.
- Payment provider timing: once the refund is finalised on our side, you receive a confirmation email. The time it takes to appear on your account depends on your payment provider.
What we refund for withdrawal returns
- Product price: we refund the eligible item price you paid.
- Shipping and packaging paid at checkout: we refund the shipping and packaging amount you paid when ordering, up to the cost of the least expensive standard delivery option offered for your address at checkout.
- Premium delivery upgrades: if you chose a delivery method more expensive than the least expensive standard option, the extra cost is not refunded.
- Return shipping: you pay the direct return shipping cost for withdrawal returns unless we expressly agree otherwise.
Refund method
- Same payment method: refunds are sent back to the payment method used at checkout.
- No alternative payout: we cannot redirect refunds to a different account for security and payment-processing reasons.
Return address
The official return address is the address shown on the Withdraw from contract page, unless we confirm another return address to you in writing for that specific return.
Do not return plants or other goods to the address printed on the original shipping label. That address may belong to a sender service, warehouse, shipping partner, courier depot, parcel shop or another logistics location that cannot process customer returns.
- Order number: include your order number in the parcel where possible.
- Proof of postage: keep the receipt and tracking number until your refund has been completed.
- Address check: the proof of postage should show that the goods were sent to the official return address or to another return address confirmed by us in writing.
- Wrong address: if a return is sent to a wrong, unconfirmed or unidentifiable address, refund processing may be delayed until the goods can be located, assigned and assessed.
Non-returnable and excluded items
Some items are excluded from withdrawal or return where the law allows it, especially goods that can deteriorate quickly, goods with a short usable life, customised items, opened hygiene-sensitive goods, opened substrates and used accessories.
- Perishable plant material: flower bulbs, Caladium rhizomes, cuttings and similar time-sensitive plant material may be excluded from withdrawal because they can deteriorate quickly, dry out, rot or lose viability after delivery.
- Sale or clearance perishable items: reduced plant material, sale plants, clearance bulbs, rhizomes or cuttings may also be excluded where the quick-deterioration exception applies.
- Opened substrates: once opened, substrates may no longer be suitable for return.
- Used accessories: used tools, supports, pots or accessories may be excluded from return.
- Customised items: items made or adjusted specifically for you may be excluded.
- Hygiene-sensitive goods: opened or used items with hygiene or contamination concerns may be excluded where the law allows it.
Discounted non-perishable items are not automatically excluded from withdrawal just because they were on sale. If a sale item is faulty, wrongly supplied or not as described, your statutory consumer rights still apply.
If you are unsure whether an item is returnable, contact us before ordering via Contact. Formal withdrawal information is available on our Withdraw from contract page.
Guarantee, returns and refunds FAQ
Returns, Guarantee & Refunds
Arrival Issues
Plant Care After Delivery
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