Returns, Cancellations & Refunds

1. Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, contact us at hello@lunaplants.co.uk with your order number and a clear statement of your wish to cancel.

2. Exceptions

The right to cancel does not apply to:

• Living plants: Plants are perishable goods and cannot be returned unless they arrive damaged or in poor health. See section 5 below.
• Made-to-order pots: Where a pot has been customised to your specification, the right to cancel may not apply. Standard designs from our catalogue are not considered customised.

3. Returning a pot

Standard (non-customised) pots may be returned within 30 days of delivery provided they are unused, undamaged and in their original packaging. To start a return:

1. Email hello@lunaplants.co.uk with your order number
2. We will confirm eligibility and provide a return address
3. Pack the item securely and post it back to us

Return postage is at your expense unless the item is faulty or incorrect. We recommend using a tracked service.

4. Refunds

Once we receive and inspect your return, we will process a refund to your original payment method within 14 days. The refund will include the original delivery charge if the return is due to our error or a faulty product.

We may reduce the refund to reflect any loss in value caused by unnecessary handling beyond what is needed to establish the nature and characteristics of the goods.

5. Damaged or unhealthy plants

If your plant arrives damaged or in visibly poor health, contact us within 48 hours of delivery at hello@lunaplants.co.uk with:

• Your order number
• Photographs of the plant and packaging

We will offer a replacement plant, store credit or a full refund at your choice. You do not need to return the plant.

6. Faulty or incorrect items

If you receive an item that is faulty, damaged or not what you ordered, contact us within 48 hours. We will arrange a replacement or full refund including any return postage costs. Your statutory rights under the Consumer Rights Act 2015 are not affected.

7. Late or missing refunds

Refunds typically appear within 5–10 working days depending on your payment provider. If you have not received your refund after this period, check with your bank or card issuer first, then contact us at hello@lunaplants.co.uk.

8. Contact

For any returns or refund queries, email hello@lunaplants.co.uk or write to Lunaplants, The Fairmont, Kitty Lane, FY4 5EG.