Plant Returns Policy
At Bali-Hai Mail Order Nursery, we take great pride in supplying high-quality plants and gardening products. This Plant Returns Policy explains your rights regarding returns, refunds, replacement plants and damaged deliveries for products purchased from our nursery.
Plant Returns Policy for Damaged, Faulty or Incorrect Items
All orders are carefully packed before dispatch. However, if your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible, preferably within 48 hours of delivery.
To help us resolve the issue quickly, please provide your order number and photographs showing any damage or defects. Depending on the circumstances, we may offer a replacement, refund or other appropriate remedy in accordance with your statutory consumer rights.
Plant Returns Policy for Live Plants
Many of the products sold by Bali-Hai Mail Order Nursery are live plants and other perishable horticultural goods. Due to their perishable nature, certain products are exempt from the standard cancellation rights that apply to some distance sales under UK consumer legislation.
As a result, we cannot accept returns of healthy live plants simply because a customer changes their mind after delivery. However, if plants arrive damaged, unhealthy, defective or not as described, please contact us immediately and we will work with you to resolve the matter fairly and promptly.
Plant Returns Policy for Non-Perishable Products
Non-perishable items may be returned within 14 days of receipt, provided they are unused, in their original condition and suitable for resale.
Customers are responsible for return postage costs unless the item is faulty, damaged or supplied in error.
How to Request a Return
Please contact us before returning any goods.
When requesting a return, please provide:
- Your order number
- Your name and contact details
- Details of the issue
- Photographs where appropriate
No goods should be returned without prior agreement.
Refunds and Replacements
Once returned goods have been received and inspected, approved refunds will be processed using the original payment method. Refunds are normally issued within 5–10 working days, although processing times may vary depending on your payment provider.
Where appropriate, replacement plants or replacement products may be offered instead of a refund.
Contact Us
If you have any questions regarding this Plant Returns Policy, refunds, replacement plants, damaged deliveries or delivery issues, please visit our Contact Us page. We are always happy to help and will do our best to resolve any concerns quickly and fairly.
Your Consumer Rights
Nothing in this Plant Returns Policy affects your statutory rights under the Consumer Rights Act 2015.
For further information, please see our Terms and Conditions, Delivery Information and Contact Us pages.