Refund policy
Returns & Refunds Policy
Last updated: May 2026
At Planthut, we take great care in selecting, packing and dispatching healthy plants to you. Because we sell live plants — a perishable product — our returns policy reflects the nature of what we sell while ensuring you are fully protected under the Consumer Rights Act 2015.
Damaged or dead on arrival
Please inspect your plants as soon as they arrive. If your plant arrives dead, severely damaged, or in a condition that suggests it is unlikely to survive, you must contact us within 48 hours of delivery at contact@planthut.co.uk with:
- Your order number
- A clear photograph of the plant as received
- A brief description of the issue
We will assess the damage and, at our discretion, offer a replacement plant or a full refund. We are not able to accept damage claims made after 48 hours of delivery as we cannot determine whether deterioration occurred during transit or afterwards.
Arriving in poor health
Plants can occasionally experience stress during transit. If your plant arrives wilted or looking unhappy but is not dead, please follow the care instructions included with your order and allow 7 days for recovery. If after 7 days the plant has not recovered, contact us at contact@planthut.co.uk with photographs and we will do our right by you.
Change of mind returns
As live plants are a perishable product, we are unable to accept returns for change of mind once your order has been dispatched. Please ensure you are happy with your selection before placing your order — our product descriptions include full details of size supplied, growth habit, and care requirements to help you choose with confidence.
This does not affect your statutory rights under the Consumer Rights Act 2015.
Incorrect item received
If you receive a plant that is different from what you ordered, please contact us within 48 hours of delivery at contact@planthut.co.uk with your order number and a photograph. We will arrange a replacement or refund at no cost to you.
Dormant plants
Some plants are dispatched in a dormant state during autumn and winter months. A dormant plant may appear to have little or no top growth — this is completely normal and is clearly noted on the relevant product pages. Dormancy is not a defect and does not qualify for a return or refund. Full care and planting guidance is included with every dormant plant order.
Sale items
Plants purchased in a sale or promotional offer are subject to the same returns policy as full price items. We do not offer refunds or exchanges on gift cards.
Refunds
Once your claim has been assessed and approved, refunds are issued to your original payment method within 5 to 10 business days. Processing times may vary depending on your bank or card provider.
Contact us
For any returns or refund queries please contact us at contact@planthut.co.uk and we will respond within one working day.