Refund policy

We have a 5-day return policy, which means you have 5 days after receiving your item to request a return for a full refund of the products purchased, excluding postage charges.

We do not recommend repotting new plants within the first week of their arrival as this can cause extra stress and lead to the plan declining - we do not accept returns on plants which have been repotted.

The customer is responsible for the costs incurred in returning the item, except in cases of damaged or wrongly supplied goods in which case we need to be notified within 48 hours of receipt of your order.

Please email us at info@mooseplantshop.co.uk before sending your return.

Unfortunately, we cannot accept returns on sale items, gift cards or unwanted 'Mystery Box' items.

Please make sure that you will be in to accept delivery of your new plants. Unfortunately we cannot take responsibility for missed deliveries due to recipient not being available or a wrong address being supplied and any damage resulting from plants being stored in depots/with neighbours. 

 

Delayed and missing parcels:

Although the majority of our items arrive within 24-48 hours of shipment, unfortunately on rare occasions parcels can get stuck in the postal system for longer periods of time. 

We pack our plants with water dissolvable packing peanuts which do a fantastic job of regulating the temperature inside our boxes and protecting against transit damage (while also being eco friendly!). So more often that not, when a plant shows up after a delay in the postal system, it's perfectly happy after a good drink of water. 

Royal Mail consider parcels to be missing in transit on the tenth working day after it's due date of delivery, at which point we will offer a full refund or replacements if they are available.  

 

Damages and issues:

Although we do all we can to wrap and protect the plants we post, minor damage may occur when sending delicate plants through the postal system. This may include broken/snapped leaves and minor bruising.

We are happy to replace or refund any items which have been more severely damaged in transit - please email photos of the damage to info@mooseplantshop.co.uk within 48 hours after the arrival of your items.

If you believe that your plant is declining due to being in transit or is otherwise unhappy, please email us with photos within a week of receiving your plant. After 7 days we can no longer be liable for a plants health as we are unable to control the environment and care that a plant receives when it is no longer in our care.

We do not recommend repotting new plants within the first week of their arrival as this can cause extra stress and lead to the plant declining - we do not accept returns/give refunds on plants which have been repotted.

 

Pests:

We take pest prevention seriously and are very cautious when examining new stock.

If you experience a problem, please contact us at info@mooseplantshop.co.uk within 5 days of receiving your plant with photographs of the pests/pest damage.

After 5 days we can no longer be liable for any pests because of the possibility that they occurred from another source in that time.

 

Refunds:

We will notify you once we’ve received your return, you’ll be automatically refunded on your original payment method. Please remember it can take up to 7 working days for your bank or credit card company to process the refund too.  PayPal refunds are credited to your PayPal account almost instantly.