Refund policy

Returns Policy

Due to the nature of ready-made terrariums, containing perishable live plants and mosses, we're not able to accept returns, offer exchanges or refunds for returned ready-made terrariums and other perishable items. 

If you have any issues with your terrarium, please email info@theurbanbotanist.co.uk and we are always happy to assist.

We accept returns on products from our shop that don’t contain perishable items, such as the empty glass containers, tools.

All products must be unused and unopened in its original packaging to be eligible to be returned to us for a refund. Unfortunately if a product has been opened and used, and you wish to return it because you have changed your mind, we are unable to accept returns of used products. We reserve the right to issue a partial refund if the returned item does not meet resale conditions or is incomplete.

Return of non-perishable items 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@theurbanbotanist.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

 Exceptions / non-returnable items

Certain types of items cannot be returned like custom products (such as special orders or personalized items), perishable items (such as plants, mosses, ready-made terrariums). 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We also cannot accept returns on gift cards.

 Damages

If your product arrives and it has been damaged in transit. please let us know immediately by email to info@theurbanbotanist.co.uk and send photographs of any issues. Please ensure you have contacted us within 2 days of receipt of your parcel. We regretfully do not refund or replace if you have not contacted us within 2 days of the receipt of your order due to the environmental factors that may affect the perishable items or the fragile products. 

Please note we do not refund or replace if an odd leaf is damaged or marked. This is an unfortunate infrequent consequence of shipping live plants. We do everything possible to avoid this, and have revised our packaging methods continuously to improve our success rate.

Please note, due to the fragile nature of the glass, we only accept claims if the item arrives damaged in transit. Any damage to the glass must be reported within 2 working days of receiving the parcel. We will require a photo of the box, and any subsequent damage as proof. If damage is done to the glass after 2 days of receiving it, you are not eligible for any compensation. 

Exchanges
The fastest way to ensure you receive the item you want is to return the item you have. Once the return is accepted, purchase the new item.

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Before returning your item, please contact us via email.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Improperly Packaged Returns
If an item is returned to us and is found to have been damaged due to insufficient or improper packaging by the customer, we reserve the right to deduct a fee from the refund to cover the cost of repair, replacement or remanufacture of the item. Photo evidence will be provided to support any deduction. It is the customer’s responsibility to ensure proper and secure packaging for returns.
We reserve the right to issue a partial refund if the returned item does not meet resale conditions or is incomplete.