Refund policy

RETURNS, REFUNDS AND ORDER CANCELLATIONS

Our plant-quality guarantee

At Growing Crazy, we take great care to supply healthy, good-quality plants. Every plant is checked before dispatch and each order is wrapped and packed by hand to help protect the plants during delivery.

Plants are living products and may show some temporary signs of having been transported inside a box. A small number of yellowing or damaged leaves does not necessarily mean that the plant is unhealthy. These leaves can normally be removed safely, and the plant should recover once unpacked, watered appropriately and potted on.

Problems on delivery

Please open and inspect your plants immediately upon delivery.

If your order has been damaged in transit or the plants do not arrive in the condition you reasonably expected, please email sales@growingcrazy.co.uk as soon as possible and preferably within 48 hours of delivery.

Please include:

  • Your name and order number

  • A description of the problem

  • Clear photographs of the affected plants

  • Photographs of the box and packaging if the parcel was damaged

Please retain the plants and all original packaging until we have responded, as these may be needed when assessing the problem or making a claim with the delivery provider.

Reporting plant-quality concerns

Any concern about the condition or quality of a plant must be reported to us within seven days of delivery. This gives us a reasonable opportunity to assess whether the issue was present when the plant arrived.

Where the information and photographs provided show that a plant was damaged in transit, faulty or not as described when supplied, we will offer an appropriate remedy. Depending on the circumstances and availability, this may be a replacement plant, a refund or another suitable resolution.

If a return is necessary, we will provide instructions. Please do not return plants without contacting us first.

Plant care after delivery

Once plants have been delivered and the initial seven-day period has passed, Growing Crazy cannot accept responsibility for their subsequent health, growth or performance where these have been affected by conditions outside our control.

Plants are living products, and their performance can be affected by many factors after delivery, including:

  • Watering and drainage

  • The quality, age and suitability of the compost used

  • Pot size and potting technique

  • Feeding and fertiliser use

  • Temperature, frost and weather conditions

  • Light levels and growing position

  • Ventilation and humidity

  • Pests and diseases

  • General care and growing conditions

For these reasons, concerns reported more than seven days after delivery will not normally qualify for a replacement or refund unless there is clear evidence that the plant was faulty or not as described when it was supplied.

This does not affect your statutory rights. We are always happy to offer reasonable growing advice if you experience difficulties with a plant.

Change-of-mind returns

Because plants are living, perishable products whose condition can deteriorate rapidly, the usual cancellation right for many online purchases may not apply once plants have been dispatched.

If you wish to cancel an order, please contact us as soon as possible. Orders can be cancelled for a full refund at any point before they are prepared for dispatch.

Once an order has been packed or dispatched, it may no longer be possible to cancel it. We do not normally accept returns of healthy plants simply because a customer has changed their mind.

Nothing in this policy limits your statutory rights where plants are faulty, damaged or not as described.

Refunds and replacements

Approved refunds will normally be made using the original payment method. Please allow sufficient time for your bank or payment provider to process the refund after it has been issued.

Replacement plants are subject to availability. As many varieties are propagated and grown in limited quantities, we may offer a refund or an agreed alternative if an exact replacement is unavailable.