28-Day Plant Guarantee, Returns & Refunds
Use this page if something is wrong with your plant, your order arrived damaged or incorrect, you want to withdraw from a purchase, or you are waiting for a refund. It explains the practical support process for plant guarantee cases, arrival issues, returns and refund timing.
This page does not limit your statutory consumer rights. For the formal withdrawal instructions and online withdrawal form, please use our Withdraw from contract page. For our full legal order terms, please see our Terms & Conditions.
Quick guide: what applies?
- Your plant looks unwell within 28 days: use the 28-day plant health guarantee route and send clear photos before changing the plant setup.
- Your plant arrives visibly damaged: contact us on the day of delivery with photos of the plant, the issue, the outer parcel and the inside packaging.
- You received the wrong item or something seems faulty: contact us with your order number and photos. If the issue is confirmed, we cover any necessary return shipping after approval.
- You changed your mind: use the statutory withdrawal route within 14 days of delivery where it applies. For change-of-mind withdrawal returns, you bear the direct cost of return shipping unless we expressly agree otherwise.
- You want to cancel before shipping: contact us quickly. If the order has not been packed or handed to the courier, we can usually cancel it.
- You are waiting for a refund: refund timing depends on the case. Statutory withdrawal refunds follow the formal withdrawal rules; guarantee, damage and wrong-item cases are processed after review.
What we need from you
- Order number: so we can find your order quickly.
- Clear photos: full plant, close-ups of the issue and packaging where relevant.
- Delivery date: especially for arrival damage and guarantee cases.
- Short care note: light, watering and approximate room temperature if the plant declined after delivery.
- No early changes: please do not repot, heavily trim, chemically treat or discard the plant before we have reviewed the case, unless we ask you to do so.
28-day plant health guarantee
Our 28-day plant health guarantee is a voluntary commercial guarantee from Foliage Factory. It covers genuine 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. This guarantee is separate from your statutory consumer rights and does not replace, reduce or restrict any rights you have by law.
The 28-day plant health guarantee does not apply to plant deliveries to Cyprus, Greece, Malta or Norway. For destination-specific delivery notes, please see Shipping & Delivery.
What the guarantee covers
- Hidden plant health issues: problems that become visible within 28 days of delivery despite reasonable care.
- Serious transit-related damage: structural damage that was not obvious at handover but becomes clear after careful unpacking.
- Unusual rapid decline: sudden, unexpected decline that cannot reasonably be explained by normal acclimation, care conditions or handling after delivery.
What the guarantee does not cover
- Normal acclimation: minor yellowing, a few dropped leaves, temporary drooping or slower growth while the plant adjusts after shipping.
- 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 from the home environment.
- Mechanical damage at home: breaks caused by handling, pets, children, accidental knocks or repotting.
- Minor cosmetic marks: small blemishes, naturally imperfect leaves or older leaf wear that does not affect overall plant health.
- Changed plant setup: issues after repotting, heavy trimming, chemical treatments or other changes that make the original delivery condition difficult or impossible to assess.
How to make a guarantee claim
- Time frame: contact us within 28 days of delivery.
- Visible damage: if damage is visible on arrival, take clear photos on the day of delivery.
- Photos needed: send photos of the full plant, close-ups of the issue, the pot, the substrate surface and the packaging.
- Order details: include your order number and delivery date.
- Care details: briefly tell us where the plant is kept, how it was watered and the approximate room temperature range.
- Before review: please do not repot, heavily trim, chemically treat or discard the plant before we have reviewed the case, unless we ask you to do so.
- How to contact us: use Contact and include “28-Day Guarantee” in your message subject.
- Review: we assess each case based on timing, plant condition, photos, care information and destination conditions.
- Possible outcomes: depending on the case, availability and your rights, we may offer a replacement, refund, partial refund or another suitable remedy. Store credit may be offered as an optional goodwill solution where appropriate.
If a return is required for an approved guarantee case, we will provide a prepaid return option or an equivalent solution for destinations covered by this guarantee.
Damaged, stressed or incorrect arrivals
If something arrives damaged, visibly stressed, faulty or incorrect, contact us as soon as possible. For visible transit damage, please contact us on the day of delivery so the condition can be assessed properly.
Temporary drooping, softer leaves or a tired look after shipping can be normal transport stress and does not always mean permanent damage.
Visible transit damage
- Contact us fast: use Contact on the day of delivery where possible.
- Photos needed: send clear photos of the full plant, close-ups of the issue, the outer parcel and the inside packaging.
- Keep the packaging: packaging photos help us assess transit damage and courier claims.
- Before review: please do not repot, heavily trim, chemically treat or discard the plant before we have reviewed the case, unless we ask you to do so.
- Possible outcomes: depending on the case, availability and your rights, we may offer a replacement, refund, partial refund or another suitable remedy. Store credit may be offered as an optional goodwill solution where appropriate.
Wrong item or confirmed fault
- Contact us with your order number: include clear photos and a short explanation of the issue.
- Our responsibility: if the issue is confirmed as our fault, we will provide an appropriate solution in accordance with your statutory rights.
- Return shipping: if a return is required for a confirmed fault, damaged item or wrong item, we cover the necessary return shipping after approval.
- Return route: please wait for our return instructions before sending anything back in a fault, damage or wrong-item case.
Cold weather, heat packs and transport stress
We take extra care when shipping plants in cold weather. In winter, we check conditions closely and add cold protection or heat packs when needed. Outside the main winter period, especially during spring or changeable weather, heat packs are not added automatically to every order.
Temperatures can vary a lot between regions. A heat pack can help during cold weather, but it can also cause heat damage if the parcel travels through milder conditions or takes longer than expected. That is why we offer the cold protection option for free at checkout.
- Below 10 °C: please add the free cold protection option at checkout.
- Above 10 °C: a heat pack is usually not needed and may become too warm in transit.
- Winter shipping: we check cold-weather conditions carefully and add protection when needed.
- Spring and changeable weather: choose based on the temperature at your delivery address.
Plants can look temporarily stressed after shipping. Drooping, soft-looking or tired leaves 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 day of delivery with clear photos. Cold-related stress where the free cold protection option was not selected may be assessed case by case. Our 28-day plant guarantee remains in place, but we may ask for arrival photos, follow-up photos and a short recovery period before deciding on the best solution.
This commercial guarantee does not limit your statutory consumer rights. For full shipping conditions, please see Shipping & Delivery.
Change-of-mind returns and withdrawal
If you want to withdraw from a purchase because you changed your mind, please use the formal withdrawal route within 14 days of delivery where the statutory right of withdrawal applies.
After notifying us of withdrawal, you must send the goods back without undue delay and no later than 14 days from the day you told us about the withdrawal.
For the formal withdrawal instructions and online withdrawal form, please use our Withdraw from contract page.
How to notify us
- Online withdrawal form: use our Withdraw from contract page.
- Clear written message: you can also send a clear withdrawal statement via Contact or by email.
- Other accepted methods: you may use any other legally accepted withdrawal method.
- Deadline: it is enough to send your withdrawal message before the 14-day withdrawal period expires.
Return shipping costs
- Who pays: for change-of-mind withdrawal returns, you bear the direct cost of return shipping 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.
Return condition
- Plant condition: please return plants in the original pot and substrate where possible. Repotting, heavy trimming or chemical treatment may make assessment difficult and may reduce the refund if it causes loss in value.
- Careful inspection only: you may inspect goods as you would in a 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.
- Safe packaging: return goods in the original packaging where possible, or use equivalent protective packaging.
- No freight collect returns: please do not return goods freight collect or without sufficient postage.
Please contact us before sending a return so we can confirm the correct return address and assign the return to your order. This helps us process your refund faster and helps prevent wrong-address returns. This does not affect your statutory right of withdrawal.
Cancelling an order 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. This does not limit your statutory consumer rights. For details, see Shipping & Delivery.
Refunds and processing times
What we refund for withdrawal returns
- Product price: we refund the eligible item price.
- Outbound shipping: we refund the cost of the least expensive standard delivery option offered for your address at checkout.
- Premium delivery upgrades: supplementary costs for a delivery method more expensive than our least expensive standard option are not refunded.
- Return shipping: return shipping is not refunded for change-of-mind withdrawal returns unless we expressly agree otherwise.
When refunds are issued
- Withdrawal returns: we refund within 14 days after receiving your withdrawal notice, but we may withhold repayment until we have received the goods back or until you provide proof that you sent them back, whichever is earlier.
- Fault, damage or wrong-item cases: refunds are issued after approval. In some cases, no return is needed if photos clearly confirm the issue.
- Approved guarantee cases: refund timing depends on the agreed outcome and whether a return or follow-up photos are required.
- Cancellations before dispatch: refunds are issued once we confirm the order has not shipped.
Refund timing after approval
- Card payments: usually a few business days, depending on bank processing times.
- PayPal / Klarna: often faster, but timing depends on the provider.
- Bank transfer: usually several business days after approval.
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 and wrong-address prevention
For returns that need to be sent back to us, please use the return address shown in the formal withdrawal instructions or another address that we expressly confirm to you in writing for that specific return.
Please do not send returns to sender addresses, warehouse addresses, addresses of shipping or warehouse partners, courier depot addresses, parcel shops, packing stations or addresses printed on the original shipping label unless we have expressly confirmed that address to you in writing beforehand.
- Correct allocation: include your order number in the return parcel where possible.
- Proof of postage: keep the receipt and tracking number until your refund has been completed.
- Address check: for clear allocation, the proof of postage should show that the goods were sent to the official return address or to another return address expressly confirmed by us in writing.
- Unclear delivery: 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.
These practical notes help prevent lost or unassigned parcels. They do not affect your statutory right of withdrawal.
Non-returnable non-plant items and exclusions
Some non-plant items may be excluded from withdrawal or return where the law allows it, for example customised items, opened hygiene-sensitive goods, opened substrates and used accessories.
- 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.
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
Sign up for Foliage Factory newsletter for early access to new arrivals and practical care tips that work in real homes.