Dear Fellow Gardening Enthusiast,

At Garden Grace Store, we want you to be completely delighted with your new plants. We take great care in selecting, packing, and shipping our botanical treasures to ensure they arrive at your door in perfect condition, ready to thrive in your garden. However, we understand that sometimes a plant might not meet your expectations.

This policy outlines our straightforward process for returns and exchanges, crafted with the same care we give to our plants.

Our Returns & Exchanges Promise

We offer a 15-day return or exchange policy from the date you receive your items. If you are not satisfied with your purchase, please follow the simple steps below.

The Returns & Exchanges Process

  1. Contact Us: Within 15 days of receiving your order, please email us at [email protected] with your order number and reason for return/exchange. This allows us to assist you quickly and understand how we can improve.
  2. Wait for Instructions: Our customer care team will respond within 2 business days with a Returns Authorisation Number and specific instructions on where to send the item. Please do not send items back without this number.
  3. Pack and Ship: Carefully repack the plant(s) in their original packaging, if possible, to ensure safe transit. Include a copy of your original order confirmation or a note with your name and order number. Ship the package to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped).
  4. Processing: Once we receive and inspect the returned item, we will process your exchange or refund within 5 business days.

Refund Timelines and Methods

Your happiness is our priority. Refunds will be issued to the original payment method used for the purchase.

  • Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Please allow 5-10 business days for the refund to be fully processed and appear in your account. The timing depends on the policies of your card issuer or PayPal.

Please note that original shipping fees are non-refundable.

Non-Returnable Items

To ensure the health and viability of all our living products, we are unable to accept returns on the following items unless they arrive dead or damaged:

  • All live plants, bulbs, and rhizomes (e.g., ACANTHOPHYLLUM, ACANTHUS, ACHILLEA, ACIS, ACONITUM, ACTAEA, ADENOPHORA, AGASTACHE, AGERATUM, AJUGA, ALCALTHAEA, ALCEA, ALCHEMILLA, ALLIUM, ALSTROEMERIA, ALTHAEA, AMSONIA).

If your live plant arrives damaged or DOA (Dead on Arrival), please contact us within 48 hours of delivery with clear photographs, and we will gladly send a replacement or issue a refund.

Return/Exchange Request Email Template

To make the process even easier, feel free to copy and use the template below when contacting us.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Garden Grace Store Team, I would like to request a [return / exchange] for my recent order, Order #[Your Order Number], placed on [Date of Order]. The item(s) I wish to return/exchange is/are: – [Product Name 1] – [Product Name 2] The reason for my request is: [Please briefly state the reason, e.g., “plant arrived damaged,” “incorrect item received,” “change of mind,” etc.] I have read and understood the Returns & Exchanges policy on your website. I look forward to receiving your Returns Authorisation Number and further instructions. Thank you for your help. Kind regards, [Your Full Name]

We are here to ensure your gardening journey is a joyful one. Thank you for allowing us to be a part of it.

Warmly,
The Garden Grace Store Team