Refund policy

REFUND & RETURN POLICY

Last updated: September 2025

This Refund & Return Policy (“Policy”) sets out the terms under which The Secret PlantHouse Limited (“we,” “our,” “us”) will consider refund or return requests. By placing an order with us, you agree to be bound by this Policy.

1. FINALITY OF SALE

All sales are final unless expressly stated otherwise in this Policy. We do not offer refunds, replacements, or credits for:

  • Change of mind;

  • Personal aesthetic preference (including plant shape, size, or colour);

  • Delays, mishandling, or failures by third-party delivery providers once the parcel has left our possession.

Our legal obligation ends at the point of dispatch. Risk transfers to the customer upon collection by the courier, in line with the Consumer Rights Act 2015 and related legislation.

2. DELIVERY LIABILITY

We engage reputable third-party delivery companies. Once your order has been collected by the courier:

  • Responsibility for safe and timely delivery rests solely with the courier;

  • Tracking details are provided to the customer at the time of dispatch;

  • It is the customer’s responsibility to track, trace, and liaise with the courier directly regarding delays, re-deliveries, or claims for lost parcels.

We will assist customers with courier claim information if required but hold no financial liability for courier error, delays, or non-delivery.

3. ELIGIBILITY FOR REFUNDS OR REPLACEMENTS

We may, at our absolute discretion, consider a refund or replacement only where all of the following conditions are met:

  • The product is proven to be materially damaged or defective upon arrival;

  • The customer submits a claim to Hello@thesecretplanthouse.co.uk within 24 hours of recorded delivery;

  • Time-stamped photographic or video evidence is supplied clearly showing the damage or defect as received;

  • The product remains unused and in its original packaging (where applicable).

No claims will be considered after this 24-hour period under any circumstances.

4. NON-REFUNDABLE EVENTS

Refunds or replacements will not be issued for:

  • Parcels delayed, mishandled, or lost by couriers;

  • Orders not collected or refused by the customer;

  • Minor cosmetic imperfections or natural variations in plants;

  • Damage arising from improper handling, incorrect care, or unsuitable environmental conditions after delivery;

  • Orders placed with incorrect or incomplete shipping information provided by the customer;

  • Any item purchased on sale, promotion, or as part of a clearance event.

5. RETURN SHIPPING

If a return is authorised at our discretion:

  • The customer is solely responsible for all return shipping costs;

  • The return must be sent via a tracked and insured service;

  • We accept no liability for lost or damaged returns in transit.
    No shipping fees (outbound or return) are refundable under any circumstances.

6. CHARGEBACKS & DISPUTES

Customers must contact us directly before initiating any chargeback, PayPal dispute, or third-party claim.

  • Fraudulent or unjustified chargebacks will be fully contested with evidence of delivery, photographs, and courier logs;

  • We reserve the right to take legal action to recover losses and associated costs arising from unwarranted claims.

7. EXCEPTIONS

A full refund will only be issued automatically where:

  • We fail to dispatch your order within the agreed timeframe; or

  • We supply an item materially different from that purchased.

In such cases, refunds will be processed within 10 business days via the original payment method only.

8. GOVERNING LAW

This Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

9. CONTACT US

All refund and return requests must be submitted in writing to:
Hello@thesecretplanthouse.co.uk