Refunds

Complaints

If you have a complaint with either our product or our service you may contact us by telephone or e-mail. Or customer service number is 0800 458 2224 (free of charge) and will normally be available between 9.00a.m. and 5.30pm Monday to Saturday. If we are unable to answer your call immediately you will be given the choice of leaving a message or calling the alternative number quoted. You may email us at sales@bigplantshop.com . We undertake to answer any message left as soon as is practically possible, and usually within 24 hours. If we are unable to deal with your complaint immediately, we will advise you of this and inform you you what steps are being taken. We will keep you informed of our progress and would aim to rectify any complaint within 21 days of first hearing from you.

Cancellations

You may cancel your order within 7 days of placing it with us. You may phone our customer services number 0800 458 2224 (free of charge) email. If you phone us initially, we would ask that you confirm the cancellation by email. If you cancel before the goods have been dispatched, we will refund your money in total within 30 days.

If we have dispatched the goods, we ask that you send an email to sales@bigplantshop.com , advising us that you wish to return the goods and return the goods with the Returns Form, enclosed with your order. Any returns must be made within 10 days of you receiving the goods. In this case we will not refund your costs in sending the product back to us and reserve the right to deduct our original shipping cost in sending the product to you, from your refund.

Damaged or Incorrect Items

In the unlikely event that you should receive a damaged delivery or incorrect items in your delivery you should fill in and return to us (along with any products) the Returns Form that we enclosed with your order. We would also ask you to advise us as soon as possible by email at sales@bigplantshop.com We will refund any costs incurred by yourself returning the goods to us and despatch replacements the same day we receive the damaged or incorrect items (should you want a replacement). Should any item be out of stock you will be given the option of a refund, a replacement product of the same value or the ability to wait until the product comes back into stock at which point it will be dispatched immediately.

Unwanted Items

If, for whatever reason, you do not wish to keep your purchase, please return it with its original packaging and a print-off of the order email or invoice with a note stating why it was not suitable. We also ask that you send an email to sales@bigplantshop.com, advising us that you wish to return the goods. Any returns should be made within 14 days of receipt.

NOTE: We will not refund your costs in sending the product back to us or our original shipping cost in sending the product to you in this case.

NOTE: We are unable to refund bespoke items (e.g. trees & plants potted in planters and products over 190cm tall with a product code prefix of BPCS) If you feel you may want to return a plant the plant SHOULD NOT be purchased potted in to a planter

NOTE: All returns should be made within 10 days of receipt of your order. We cannot accept returns after this time.