Returns & Cancellations
Faulty Goods
We replace or offer partial refund for products that are faulty, defective, or if we shipped the wrong order. Please note our terracotta planters are hand made from a natural material and may vary slightly in colour and dimensions, due to the unique nature of the terracotta and its behaviour during a firing process.
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Please email us with a photograph of the damaged product within 48hrs of receipt to arrange for a refund and return if applicable. If and when your return has been received, it will be checked and if approved, appropriate refund will be arranged. You may need to keep the product and packaging for 28 days.
Cancellations
We offer a refund less 5%* for cancellations within 14 days. Goods must be returned in an entirely unused condition, in their original packaging and fit for resale.** We will refund the original order on receipt of the returned goods.
Horticus are not responsible for the returned goods while in transit, and are not responsible for loss or damage. We recommend you use a fully trackable service with adequate insurance. Please pack the goods thoroughly, using new packaging material if necessary, as damage to goods whilst in transit remains the customer's responsibility until received by Horticus.
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Cancellations are never fun for the customer or for us. To ensure that you get exactly what you are looking for we recommend that you plan your living wall or you can purchase our design service which is fully refundable once you place your order, this means there will be no 5% fee. Once you are ready to proceed with your order you will be provided with a discount code to the value of the design service.
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*We offer a refund less 5% as this is the fee we are charged for payment processing. This does not affect your statutory rights. To find out more please visit Guidance - Cancelling goods or services.
**Goods must be returned in a condition fit for re-sale. This means goods were not used, even slightly. If the goods have been used even a little bit, we reserve the right to make only a part refund at our discretion.
For International Customers
Please note Horticus are not responsible for any import charges or taxes incurred on delivery.
We advise that you contact your country's customs and excise to ensure you are happy with the charges before placing an order. This will ensure no surprises upon delivery and will avoid unwanted cancellation fees.
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If you don't want the hassle of dealing with customs and excise, we have an Ebay store, where you can place your order and have it dispatched through the global shipping programme. To find out more check out International Deliveries.
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