Returns & Refunds
Rare plants deserve careful handling. Our policy is designed to protect both our customers and the living plants we send, while keeping the process clear and fair.
If a plant arrives seriously damaged, dead or materially different from what you ordered, please contact Peaceful Plants within 24 hours of delivery and provide clear photographs of the plant, packaging and shipping label. Please do not repot, cut, divide or otherwise alter the plant before contacting us.
Our Live Plant Guarantee
We dispatch our plants in healthy condition and package them carefully for their journey.
Where a problem is reported, the plant should remain in its original pot and substrate, where supplied, and should not be cut, divided or repotted while the issue is being assessed.
Our plant-condition guarantee applies for 7 days following delivery, provided the plant has remained in its original pot and substrate and has received appropriate care.
Transit Stress
Plants are living organisms and may react to darkness, temperature changes and movement during transport. Minor transit stress does not necessarily mean that a plant is unhealthy.
Reasonable transit stress may include:
- Minor folds, bends or cosmetic marks on leaves.
- Small tears or edge damage caused during transport.
- Temporary drooping following delivery.
- A small amount of foliage loss relative to the overall size and health of the plant.
We assess concerns individually, taking the overall condition and viability of the plant into account.
Damaged or Dead on Arrival
If your plant arrives dead or with significant damage beyond reasonable transit stress, contact us within 24 hours of recorded delivery.
Please provide photographs showing:
- The complete plant.
- The affected leaves, stems or roots where relevant.
- The original packaging.
- The exterior of the parcel and shipping label.
Please retain the plant and all packaging until we have completed our assessment. We may request additional photographs or information before proposing a resolution.
Returns
Please contact us before returning any live plant. Do not send a plant back without first receiving return instructions.
Where a return is agreed, the plant must be packed securely and, where applicable, returned in its original pot and substrate. Please use packaging suitable for transporting a live plant.
We cannot accept responsibility for deterioration caused by inadequate return packaging or avoidable damage occurring after delivery.
Refunds & Replacements
Once we have reviewed the circumstances and supporting photographs, an appropriate resolution may include a replacement, partial refund or full refund, depending on the circumstances and your applicable legal rights.
Where a refund is agreed, it will normally be returned to the original payment method.
Nothing in this policy is intended to exclude or restrict rights that you may have under applicable consumer law.
Sale & Reduced Plants
Plants offered at a reduced price may have cosmetic imperfections, previous leaf damage or other characteristics clearly disclosed in the listing.
A disclosed imperfection is not treated as a defect simply because the item was purchased during a sale. However, your statutory rights are not affected where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.
Plant Photographs, Size & Natural Variation
Where a listing shows the actual plant for sale, we aim to represent it as accurately as possible at the time the photographs are taken.
Some photographs may be illustrative or may show a parent, mature specimen, flower or representative example. Where an image is for reference rather than the exact plant supplied, this should be indicated in the listing.
Plants naturally change as they grow. Colour, leaf shape, venation, variegation, emergent colour and other characteristics may develop or vary over time.
Unless otherwise stated, plant measurements may include the pot.
Seeds, Seedlings & Genetics
Germination, growth rate, mature appearance, variegation and the expression of genetic traits cannot be guaranteed unless a specific guarantee is expressly stated in the product listing.
Seedlings from the same cross are genetically individual and may develop differently from one another or from either parent. Parent photographs illustrate the genetics used and are not a guarantee of the appearance of individual offspring.
Dispatch & Delivery
Orders are normally prepared for dispatch within approximately 3–5 working days unless a different timeframe is stated on the website or agreed with you.
Live-plant dispatch may occasionally be delayed where severe weather or other conditions could place the plant at unnecessary risk. Where appropriate, we may contact you or adjust dispatch timing in the interests of plant safety.
Please ensure that the delivery address supplied at checkout is complete and accurate.
International Orders
International customers are responsible for checking the plant-import, customs and phytosanitary requirements that apply in their destination country before ordering.
Where available, phytosanitary documentation may be arranged by prior agreement and may involve an additional charge.
International shipments may be sent bare-root or with the root system appropriately wrapped for transport, depending on the destination and shipping requirements.
Customs inspections, import controls and border delays are outside our direct control. Any international live-arrival guarantee stated for an order is subject to its specific conditions and does not affect rights that cannot lawfully be excluded.
Packaging
We package plants carefully with the aim of protecting them throughout transport while avoiding unnecessary waste.
Where suitable and hygienic, we may reuse or recycle some packaging materials as part of our effort to reduce environmental impact.
Please Contact Us First
If something does not look right when your order arrives, contact Peaceful Plants as soon as possible with your order number and clear photographs. We would always prefer the opportunity to review the plant and understand what has happened before it is altered or returned.