At Water N Plants, we want you to be completely satisfied with your gardening purchases. Just as we carefully nurture our plants, we stand behind the quality of every product we sell. If for any reason you’re not happy with your purchase, our friendly returns policy is here to help.

Gardener’s Note: Due to the delicate nature of live plants, we cannot accept returns on houseplants, perennials, shrubs, bamboos & grasses, climbers, conifers, or bonsai trees unless they arrive damaged. Please see our Non-Returnable Items section below.

Our Returns Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Item must be unused and in its original condition
  • Item must be in its original packaging
  • You must have your original order confirmation or receipt

How to Initiate a Return or Exchange

  1. Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order. Use our template below to ensure we have all necessary information.
  2. Wait for Approval: We’ll respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number.
  3. Package Your Item: Securely pack the item in its original packaging, including all accessories and documentation.
  4. Ship Your Return: Send the package to our Nottingham address (provided in your RMA email) using a trackable shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.
  5. Receive Your Refund/Exchange: Once we receive and inspect your return, we’ll process your refund or ship your exchange within 5 business days.

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Email Body:

Dear Water N Plants Team,

I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].

Item(s) to Return:
[Product Name]
[Quantity]
[Reason for Return]

For exchanges, please specify:
[Desired Replacement Product]

Please let me know the next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Information

Once your return is received and inspected (typically within 5 business days of arrival at our facility), we will process your refund. Please note:

  • Refunds will be issued to the original payment method
  • Credit card refunds typically appear within 3-5 business days after processing
  • PayPal refunds typically appear within 24 hours
  • Original shipping fees are non-refundable unless the return is due to our error

Non-Returnable Items

Certain items cannot be returned for health and safety reasons, or due to their perishable nature:

  • Live plants (including A-Z Houseplants, A-Z Perennials, A-Z Shrubs, Bamboos & Grasses, Climbers, Conifers, and Bonsai)
  • Flower seeds (due to difficulty verifying if planted)
  • Used care products (fertilizers, pesticides, etc.)
  • Personalized or made-to-order items

If you receive a damaged plant or incorrect item, please contact us immediately at [email protected] with photos of the issue, and we’ll make it right.

Exchanges

We’re happy to exchange items for a different size or color (subject to availability). The fastest way to receive your replacement is to return the original item following our standard return process, then place a new order once your return is received.

International Returns

For customers outside the UK, return shipping costs and any applicable customs fees are the customer’s responsibility. We recommend using a trackable shipping service and retaining your shipping receipt until your refund is processed.

Happy Gardening Guarantee: If you have any questions about our returns policy or need assistance with a return, our plant-loving customer service team is here to help. Email us at [email protected] and we’ll respond within 2 business days.