Our Live Plant Guarantee

We dispatch plants in healthy condition and take considerable care when preparing and packaging them for transport.

Our voluntary plant-condition guarantee applies for 7 days following delivery, subject to the conditions described below. This guarantee is separate from and does not replace your statutory consumer rights.

Where a problem is reported, please keep the plant in the condition in which it arrived. Where applicable, it should remain in its original pot and substrate and should not be cut, divided or repotted while the issue is being assessed.

Transit Stress

Plants are living organisms and may react to darkness, temperature changes, movement and changes in their environment 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 reported concerns individually, taking into account the condition, viability and circumstances of the plant.

Damaged or Dead on Arrival

If your plant arrives dead or with significant damage beyond reasonable transit stress, please contact us as soon as reasonably possible and, where possible, within 24 hours of recorded delivery.

Please provide photographs showing:

• The complete plant.
• The affected leaves, stems or roots where relevant.
• The original internal 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 an appropriate resolution.

Returns

Please contact us before returning any live plant. Do not send a plant back without first receiving return instructions from Peaceful Plants.

Where a return is agreed, the plant should be packaged 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 or damage caused by inadequate return packaging or avoidable damage occurring after delivery. This does not affect any statutory rights that apply to your purchase.

Refunds & Replacements

Once we have reviewed the circumstances and any supporting photographs, an appropriate resolution may include a replacement, partial refund or full refund, depending on the circumstances, the condition of the plant and your applicable legal rights.

Where a refund is agreed or required, it will normally be returned to the original payment method.

Nothing in this policy is intended to exclude, restrict or reduce any rights you may have under applicable UK consumer law.

Sale & Reduced Plants

Plants offered at a reduced price may have cosmetic imperfections, previous leaf damage or other characteristics that are clearly disclosed in the product listing.

A condition that has been clearly disclosed before purchase will be taken into account when assessing a subsequent concern. However, purchasing a reduced or sale item does not remove your statutory rights 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 clearly indicated in the product 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, extreme temperatures 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, quarantine and phytosanitary requirements that apply in their destination country before placing an order.

Requirements vary between countries and may change. 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 applicable shipping requirements.

Customs inspections, import controls and border delays are outside our direct control. Customers are responsible for complying with the import requirements applicable to their destination. 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 our environmental impact.