Welcome, plant lover. At Happy House Plants Sale Store, we believe in cultivating joy and trust with every order. Just as we carefully select and package each Indoor Tree, Variegated Houseplant, and Indoor Plant Pot, we want your experience with us to be rooted in confidence. If your new leafy companion arrives not quite as expected, our Returns & Exchanges policy is here to help—designed with the same care and transparency as our Privacy & Care Policy.

🕒 Key Timelines at a Glance

  • Return/Exchange Window: 15 days from the delivery date.
  • Processing Time: 1-2 business days once your return is received.
  • Refund Timeline: 5-10 business days after we process your return.
  • Condition: Items must be unused, in original packaging, and in resalable condition.

1. The Green Promise: What Can Be Returned or Exchanged?

We happily accept returns and exchanges for most items within 15 days of delivery, including:

  • Indoor Plants & Trees: From Large Leafed Plants to Bonsai and Palms.
  • Pots & Planters: Our Indoor Plant Pots and Plants With Pots collections.
  • Care Products: Plant Food and Plant Care items, if unopened and sealed.
  • Gifting: Items from our Gifting range, provided they are unused.

🌵 Exceptions: Items We Cannot Accept Back

To ensure the health and quality of our living products, we cannot accept returns or exchanges for:

  • Custom or Final Sale Items: Clearly marked as “Final Sale” on the product page.
  • Personalised Gifts: Any item that has been personalised or monogrammed.
  • Opened or Used Care Products: Plant Food, soils, or treatments that have been opened.
  • Plants with Signs of Post-Delivery Damage Due to Care: As living beings, plants can be sensitive. We cannot accept returns for issues arising after delivery due to environmental factors (light, water, humidity) or mishandling. Please refer to our Plant Care guides for support.

Note: This aligns with our commitment to quality and the nature of our products, similar to the care we describe in our homepage narrative.

2. The Step-by-Step Return or Exchange Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us Within 15 Days: Email our plant-loving team at [email protected] with your order number and details. Use the template below to ensure we have all the information needed to help you swiftly.
  2. Await Authorisation & Instructions: We will respond within 1-2 business days with a Return Merchandise Authorisation (RMA) number and shipping instructions. Please do not send any items back without this authorisation.
  3. Package Your Item Securely: Repack the item in its original packaging, including all tags, pots, and accessories. For plants, please ensure they are secured as they were when delivered.
  4. Ship to Our Nursery: Send your authorised return to our Liverpool nursery address (provided in your RMA email). We recommend using a tracked service. Original shipping costs are non-refundable.
  5. We Inspect & Process: Once received, our team will inspect the item (typically within 1-2 business days) and notify you of the approval status.

3. Refunds & Credits: How and When You’ll Be Reimbursed

Upon approval of your return:

  • Refund Method: Your refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Timeline: Please allow 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.
  • Exchange Process: For exchanges, we will ship the replacement item once the return is approved. You will be notified with a new tracking number. Any price differences will be charged or refunded accordingly.
  • Store Credit: If preferred, we can issue store credit for the item’s value, which will be emailed to you as a code.

Just as we use secure payment gateways for transactions (as noted on our homepage), your refund is processed with equal security.

4. Return Request Email Template

To make the process as smooth as possible, please copy, paste, and fill out the template below when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Happy House Plants Team, I would like to request a [return/exchange] for my recent order. Order Number: [Please provide] Item(s) for Return/Exchange: [e.g., 1 x Monstera Deliciosa (Large Leafed Plant), 1 x Ceramic Pot] Reason for Return/Exchange: [e.g., Damaged on arrival, incorrect item, change of mind] I have read and understand the Returns & Exchanges policy. My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for [specific item, if known] [ ] Store credit I confirm the item(s) are unused, in original packaging, and in resalable condition. Full Name: Shipping Address (as on order): Best Contact Email: Thank you for your help. I look forward to your instructions. Warmly, [Your Name]

5. Shipping Costs & Responsibilities

  • Return Shipping: Customers are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong item shipped or damaged on arrival). We will provide a prepaid label in such cases.
  • Original Shipping: Original shipping fees (Standard or Free Shipping via EMS) are non-refundable.
  • International Returns: As we serve plant lovers globally (excluding a few restricted regions), please note that any customs duties or taxes incurred on the return are the customer’s responsibility.

6. Questions? We’re Here to Help

If you have any questions about our policy, need guidance on packaging a plant for return, or require further assistance, please reach out. Our team nurtures every inquiry with the same attention we give our Cacti & Succulents and Tropical Indoor Plants.

Happy House Plants Sale Store
Email: [email protected]
Postal Address: 34 Mathew St, Liverpool, GB L7R 7BI
Website: plantsalestore.com

Bringing the serenity of nature to your door, one secure transaction at a time.