At HORTOLOGY, we believe that curating your indoor sanctuary should be a journey of trust and harmony, from the first glimpse of a living artwork to its mindful placement in your home. While we nurture each Foliage companion and package every FIBRECLAY or COMPOSITE pot with protective care, we understand that sometimes a change is needed. Our Returns & Exchanges policy is designed with the same intention and respect that guides our entire collection.

Our philosophy is simple: Your peace of mind is the essential element for growth. If your purchase doesn’t help your space flourish, we’re here to help cultivate a solution.

Our Returns & Exchanges Promise

We offer a thoughtful and straightforward returns process for items that are unused, in their original condition, and in the original packaging. You have 15 days from the date you receive your delivery to initiate a return or exchange.

The Mindful Returns Process

To ensure a smooth and serene experience, please follow these steps:

  1. Initiate Your Request: Within 15 days of delivery, please contact our care team at [email protected]. Use the template provided below to ensure we have all the necessary details to assist you promptly.
  2. Receive Instructions: We will respond within 1-2 business days with a Returns Authorisation Number and detailed instructions on where to send your package. Please do not send any items back without this authorisation.
  3. Pack with Care: Securely repackage the item(s) in their original packaging, including all accessories and documentation. Include the completed returns form (provided in your email) inside the box.
  4. Ship Your Return: Send the package to the address we provide, using a tracked and insured service. The cost of return shipping is the responsibility of the customer, unless the return is due to an error on our part or a faulty item.
  5. Our Cultivation: Once we receive and inspect your return, we will process your refund or dispatch your exchange item. You will receive an email notification at each step.

Request Template

To help your enquiry bloom quickly, please structure your email to us as follows:

Subject: Returns/Exchange Request – Order #[Your Order Number] Dear HORTOLOGY Team, I would like to request a [Return / Exchange] for my recent order. Order Number: [Please insert] Name: [Your Full Name] Email Address: [The email used on the order] Item(s) for return/exchange: – Product Name: [e.g., GLEAM & SHINE Pot – Medium] – SKU/Code: [If available] – Reason: [e.g., Incorrect size, Change of mind] For exchanges, my preferred replacement is: – Product Name: [e.g., PLANT POTS BY COLOUR – Terracotta] – SKU/Code: [If available] I confirm the item(s) are unused, in original condition, and in their original packaging. Kind regards, [Your Name]

Refunds: Returning Energy to Your Garden

Refunds will be issued to the original payment method used for the purchase.

  • Timeline: Please allow 5-10 business days after we receive your return for the refund to be processed by your bank or payment provider.
  • Method: Refunds will be issued via the original payment method (e.g., Visa, MasterCard, JCB, PayPal). The original shipping costs are non-refundable, except in cases of our error or faulty goods.

Exchanges

If you wish to exchange an item, please indicate your preferred replacement in your request. We will ship the new item once the original return is received and inspected. Should there be a price difference, our team will contact you to arrange payment or a partial refund.

Items We Cannot Accept for Return

To preserve the living beauty and integrity of our collections, we are unable to accept returns or exchanges in the following circumstances:

  • Live Plants & Specimens: All items from our HOUSEPLANTS, Cacti & Succulents, Foliage, CALMING INFLUENCE, EARTHY OPULENCE, and other plant collections are carefully selected living beings. Due to their perishable nature and the specific care they require after leaving our nursery, we cannot accept returns on live plants unless they arrive significantly damaged or incorrect. In such cases, please contact us within 48 hours of delivery with photographic evidence.
  • Opened or Used Plant Care Products: For the safety of our community, opened or used items from PLANT FOOD & TREATMENTS, Houseplant Treatments, or PLANT CARE cannot be returned.
  • Personalised or Made-to-Order Items: Any bespoke or personalised products.
  • Items Not in Original Condition: Products that show signs of use, are not in their original packaging, or are damaged due to customer handling.

Faulty or Incorrect Items

If your INDOOR PLANT POT from our SEA & SKY collection arrives chipped, or you receive an incorrect Atomisers & Misters tool, please accept our apologies. Contact us immediately at [email protected] with your order number and photos of the issue. We will arrange a prepaid return label if needed and expedite a replacement or full refund at no cost to you.

Need to Talk About Your Return?

We’re here to help, with the same care and attention we give to every plant enquiry.
Please reach out to us at: [email protected]

HORTOLOGY
40 Prince Albert St, Brighton & Hove, GB CH5H 4PW

With care,
The HORTOLOGY Team 🌿
Cultivating your space, one careful delivery at a time.