At Plantora Shop, we nurture every order with care, just like we would our plants. However, we understand that sometimes things don’t grow as planned. If you’re not completely satisfied with your purchase, our Returns & Exchanges policy is here to help your shopping experience flourish.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Plants must show no signs of wilting or damage caused after delivery
  • You must provide proof of purchase

Please note: Due to the perishable nature of our products, live plants, seeds, and fertilisers cannot be returned unless they arrive damaged or incorrect. If this occurs, please contact us immediately with photos of the damaged items.

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact us within 15 days of receiving your order at [email protected] with your order number and details about the product you’d like to return or exchange.
  2. We’ll respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number.
  3. Pack the item(s) securely in the original packaging, including all accessories and documentation.
  4. Ship the package to our nursery address (provided in your RMA email) using a trackable shipping service.
  5. Once we receive and inspect your return, we’ll notify you about the approval or rejection of your refund or exchange.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or damaged product). We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.

Refund Process

Once your return is received and inspected:

  • Refunds will be processed to your original payment method within 5-10 business days
  • You’ll receive an email notification when your refund has been processed
  • Depending on your payment provider, it may take additional time for the refund to appear in your account

Note: Shipping fees are non-refundable except in cases where the return is due to our error.

Exchanges

To exchange an item for a different product:

  • Follow the same return process above
  • In your initial email, clearly state which product you’d like as an exchange
  • If the exchange item is of higher value, you’ll need to pay the difference
  • If the exchange item is of lower value, we’ll refund the difference

Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  1. Contact us within 48 hours of delivery at [email protected]
  2. Include photos of the damaged/incorrect items and packaging
  3. We’ll arrange for a replacement or refund at no additional cost to you

Return Request Template

Use this template when emailing your return request:

Subject: Return Request for Order #[Your Order Number] Dear Plantora Shop Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: – Product Name: – Reason for Return/Exchange: – Preferred Solution: [Refund / Exchange for (product name)] I have reviewed the Returns & Exchanges policy and confirm the item meets the return conditions. Attached are photos of the product (if applicable). Thank you for your assistance. Best regards, [Your Full Name] [Your Contact Information]

Non-Returnable Items

The following items cannot be returned unless they arrive damaged or incorrect:

  • All live plants (including Air Purifying House Plants, Carnivorous House Plants, Fruit Trees, Berry Plants, Vegetable Plants, etc.)
  • Seeds (All Other Vegetable Seeds, Brassica & Leafy Green Seeds)
  • Fertilisers
  • Perishable goods

Contact Us

For questions about our Returns & Exchanges policy, please contact us at:

Email: [email protected]
Postal Address: Plantora Shop, 43 Bentrim Rd, Lisburn, GB CH8A 8OV

We appreciate your trust in Plantora Shop and are committed to helping your gardening experience grow beautifully. Happy planting!