Cancellation policy

CANCELLATION POLICY
Last updated: January 2025

This Cancellation Policy outlines the rules and conditions regarding the cancellation of orders, subscriptions, and pre-orders from The Secret PlantHouse Limited ("we," "our," "us"). By purchasing from us, you agree to this policy.

1. GENERAL CANCELLATION TERMS

  • Orders can only be cancelled within 24 hours of placing the order. After this time, the order will be processed, and cancellations will not be accepted.
  • Orders can be cancelled via email or by calling our customer service team.
  • If the order has already been dispatched, cancellations will not be accepted, and the customer must follow our returns process for eligible items.

2. CANCELLATIONS OF SUBSCRIPTIONS

  • Subscriptions can be cancelled at any time before the next scheduled dispatch.
  • No refunds will be provided for any subscription payments that have already been processed.
  • Customers wishing to cancel their subscription must notify us at least 7 days prior to the next billing cycle.
  • Cancellations can be made via email or our customer portal (if applicable).

3. CANCELLATIONS FOR COLLECT IN STORE ORDERS

  • Collect in store orders can be cancelled up to 24 hours before collection.
  • After the 24-hour window, cancellations will not be accepted.
  • If the order is already collected or dispatched, our returns policy will apply.

4. CANCELLATIONS FOR PRE-ORDERS

  • Pre-orders for plants and flowers are considered final once the order is placed, and cancellations are only accepted if the pre-order is cancelled within 48 hours of purchase.
  • After 48 hours, pre-orders for plants and flowers are non-refundable as these items are specially sourced or ordered from third-party suppliers.
  • If a pre-order cannot be fulfilled due to stock issues or supplier delays, we will offer a full refund or a suitable alternative, at the customer's discretion.

5. CANCELLATIONS FOR FLOWER ORDERS (THIRD-PARTY)

  • Flower orders, being supplied by third parties, are non-refundable once confirmed, as these are perishable goods.
  • Cancellations for flower orders are accepted up to 48 hours before the scheduled delivery date. After this time, cancellations will not be accepted.
  • In the case of a third-party supplier failure, we will contact the customer to offer a suitable replacement or refund.

6. EXCEPTIONAL CIRCUMSTANCES

  • We may, at our discretion, accept cancellations under exceptional circumstances, such as extreme delays or errors in processing the order.
  • Customers should contact us as soon as possible to discuss any issues or concerns with their orders.

7. CONTACT US

For cancellations or questions, please contact us at: hello@thesecretplanthouse.co.uk