Returns & Refund Policy

1. Damaged, Incorrect or Unhealthy Plants

If your order arrives damaged, incorrect, or your plant appears unhealthy on arrival, please contact us within 48 hours of delivery with:

  • Your order number
  • A description of the issue
  • Clear photographs of the plant or item

This helps us assess the issue quickly and resolve things properly. Depending on the situation, we may offer:

  • Replacement
  • Store credit
  • Partial refund
  • Full refund

Where appropriate, we may first provide plant care advice to help resolve minor issues following transit.

2. Returns

Under UK consumer regulations, you have the right to request a return within 14 days of receiving your order.

To be eligible for a return, items must be:

  • Unused
  • In their original condition
  • In their original packaging where possible
  • Suitable for resale

Customers are responsible for return shipping costs unless the item is faulty, damaged, or supplied incorrectly.

3. Live Plants

Plants are living products, so natural variation is to be expected. Differences may include:

  • Size
  • Colour
  • Shape
  • Fullness

Plants may also naturally adjust after delivery due to changes in temperature, light and their new environment.

Unfortunately, we cannot offer refunds for issues caused after delivery, including:

  • Overwatering
  • Underwatering
  • Frost damage
  • Incorrect lighting
  • Pests that develop after arrival
  • Neglect or accidental damage

If you're unsure whether your plant is settling in or genuinely struggling, please get in touch and we'll be happy to help.

4. Non-Plant Products

Non-plant items such as:

  • Pots
  • Tools
  • Accessories
  • Soil & Substrates
  • Giftware

may be returned within 30 days, provided they are unused and in a resalable condition.

5. Workshops & Event Bookings

Workshop and event bookings may be transferred or refunded if cancelled at least 72 hours before the scheduled event.

Cancellations made within 72 hours of the event may be non-refundable, as materials and preparation will already have been arranged.

If Joe's Plant Place needs to cancel or reschedule an event, customers will be offered:

  • A transfer to another date
  • Store credit
  • A full refund

6. Gift Cards

Digital gift cards and wooden gift vouchers are non-refundable and cannot be exchanged for cash.

Unused gift vouchers may only be refunded where required by UK law.

7. Refund Processing

Approved refunds will be returned to the original payment method used when placing the order.

Please allow several working days for your payment provider to process the refund.

8. Contact Us

If you have any questions about an order or would like to request a return, please contact us:

Joe's Plant Place
Unit E1, Pontygwindy Industrial Estate
26 Sir Alfred Owen Way
Caerphilly
CF83 3HU

Email: joesplantplace@gmail.com
Website: Joe's Plant Place