Refund Policy

◆About this notice

We supply live plants. That changes how returns work, so please read this alongside our Terms of Service and Shipping Policy. Where you hold a trade account governed by a signed Universal Trade Account Agreement, that Agreement takes precedence if anything differs.

1The short version

Live plants and livestock

Not returnable. Tell us within 24 hours of delivery, with photographs, if anything arrives damaged, dead or wrong.

Non-plant goods

Returnable within 30 days if unused and in the original packaging.

Shortages and wrong items

Note on the delivery paperwork and tell us within 24 hours.

Sale and Return stock

Covered by the Universal Trade Account Agreement, not by this policy.

2Check your order on arrival

Please check your order on arrival, before the driver leaves where possible. Note any shortage, wrong item or visible damage to the load on the delivery paperwork at the point of delivery.

Live plants need attention immediately. Unpack, water and place them appropriately on the day they arrive.

3Claims for damaged or non-viable plants

Any claim about plants that arrive damaged, dead or non-viable must be made in writing within 24 hours of delivery and supported by photographs. Claims made after this period may not be accepted.

Email sales@pondplantuk.co.uk with your order number, the varieties affected, the quantities and clear photographs of the plants as they arrived, in their packaging where possible.

Where a claim is accepted we will, at our option, replace the plants on your next delivery or credit your account for them. We are not responsible for loss, deterioration or mortality occurring after delivery where caused by environmental conditions, improper storage, planting, handling, water conditions or other factors outside our control.

4Live plants and livestock are not returnable

Live plants, and live pond life such as snails and mussels, cannot be returned once they have been delivered. They are perishable goods and we cannot resell them once they have left our control.

This does not affect your right to claim for plants that arrived damaged, dead or wrong under Section 3, and it does not affect any statutory rights you have where you are dealing as a consumer.

5Non-plant goods

Goods that are not living - planting baskets, aquatic compost, hessian, liners and similar - may be returned within 30 days of delivery provided they are unused, undamaged and in their original packaging, and you have proof of purchase.

Contact us at sales@pondplantuk.co.uk before sending anything back. Goods sent back without an agreed return will not be accepted.

6Sale and return stock

Stock supplied under a Sale and Return arrangement is not covered by this policy. End-of-season returns, the condition stock must be in, crate returns and the charges that apply are set out in Section 3 of our Terms of Service and in full in the Universal Trade Account Agreement.

7Exchanges

We do not operate an exchange process. If a claim under Section 3 is accepted we will replace the plants or credit your account. For non-plant goods, return the item under Section 5 and place a new order for what you need.

8Refunds and credits

Once we have received and inspected a return, or accepted a claim, we will tell you whether it has been approved.

Accounts paying before dispatch

Refunded to the original payment method, normally within 10 working days of approval.

Credit accounts

Credited to your account against your next invoice, unless we agree otherwise.

Sale and Return accounts

Settled as part of the end-of-season reconciliation.

Your bank may take further time to show a refund. If more than 15 working days have passed since we approved a refund and it has not reached you, contact us at sales@pondplantuk.co.uk.

We do not refund delivery charges where an order has been delivered correctly.

9If you are buying as a consumer

This is a trade website and our Terms are written for businesses. If you buy from us as a consumer rather than for a business, nothing in this policy removes your statutory rights.

Consumers ordering at a distance normally have 14 days to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right does not apply to goods liable to deteriorate or expire rapidly, which includes live plants and live pond life. It does apply to non-plant goods, and Section 5 above already gives longer than the law requires.

10Contact

Pond Plants UK Ltd Unit 12c, Brookenby Business Park, Binbrook, Market Rasen, LN8 6HF sales@pondplantuk.co.uk 01472 869012

Registered in England and Wales, company number 15172676 VAT registration number 452755185