Refund & Returns Policy

The Healing Herb Garden: Our Customer Satisfaction Guarantee 

At The Healing Herb Garden, everything we do is rooted in care—care for our plants, our customers, and the healing power of nature. From seed to doorstep, each order is nurtured, packed, and sent with attention and love, so you can enjoy growing with confidence. As a small, family-run business, your happiness means the world to us.

We accept returns for both defective and non-defective products.

Defective or Damaged Items

If your order arrives damaged, faulty, or in poor condition, please contact us within 7 days of delivery with photographs and your order number.

We will offer, where appropriate:

A replacement

A refund

An exchange

Return postage will only be covered for defective items. 

Non-Defective Returns (Change of Mind)

You may return unused, unopened, and non-living products within 14 days of receipt.

Conditions:

Items must be in original condition and packaging

Live plants and perishable items are excluded unless faulty

Return postage is the customer’s responsibility

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Exchanges

We accept exchanges for eligible orders.

You may request an exchange if:

You received the wrong item

An item arrived damaged

A plant failed shortly after delivery despite correct care

Exchanges are subject to availability and growing season.
If an exchange is not possible, a refund or store credit will be offered.

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How to Request a Return or Exchange

To start a return or exchange, please contact us with:

Your order number

A description of the issue

Photos 

We aim to respond within 1–2 working days.

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Refunds

Approved refunds will be processed to the original payment method within 5–10 working days after approval.

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Returned or Undeliverable Orders

Please ensure your delivery address is accurate and complete when placing your order.

If an order is returned to us because it could not be delivered (for example, due to an incorrect or incomplete address, failure to collect the parcel, or repeated unsuccessful delivery attempts), we will contact you to discuss the available options.

You may choose to:

Have your order resent once the correct delivery details have been confirmed. Additional postage costs may be paid before the order is dispatched again.

Request a refund for the item(s), where applicable. Please note that the original delivery charge is non-refundable, as the courier delivery service has already been provided.

After a second returned delivery, we reserve the right to cancel the order and issue a refund for the item(s), less the original delivery charge, we also charge a reasonable administration and handling fee of £5.00 (actual cost incurred) to cover the additional processing, inspection, repackaging and administration required before any refund or redelivery is arranged.

No additional charges will apply where a parcel is returned due to our error or because it was damaged in transit.

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Failed Delivery Policy

As our parcels contain live plants, it is important that customers provide a complete and accurate delivery address and make reasonable arrangements to receive their parcel.

Failed or uncollected deliveries: If delivery cannot be completed because nobody is available to receive the parcel, the parcel is not collected or rearranged following the courier's instructions, or incorrect/incomplete delivery information has been supplied, the plants may deteriorate while in transit or awaiting collection.

Plants damaged beyond reasonable recovery: If, following a failed or significantly delayed delivery, the plants have died or deteriorated to the point where they are unlikely to recover, we may refund the cost of the affected plants where appropriate. However, 

Original delivery/courier charge: Where we have paid the courier to deliver your order and the courier has made a valid delivery attempt to the address provided, the original delivery/courier charge is non-refundable if the delivery subsequently fails for reasons outside our control. This is because the courier service has already been provided and the delivery cost has been incurred by us.

If the plants are subsequently damaged beyond reasonable recovery as a result of remaining in transit or awaiting collection, we may refund the cost of the affe

Plants that can recover: Live plants can sometimes look wilted, yellowed or stressed after an extended journey but recover once unpacked, watered where necessary and given time to settle. Where we believe a plant has a reasonable chance of recovery, we may provide appropriate aftercare advice and ask that you allow a short recovery period before a refund or replacement is considered.

Courier error: If the parcel is lost, significantly delayed, or delivered incorrectly due to an error by the courier, please contact us and we will investigate the matter separately.

Live plants: Please check your tracking information and collect or rearrange delivery as quickly as possible following an unsuccessful delivery attempt. Live plants cannot remain packaged indefinitely without their condition being affected.

The Healing Herb Garden

Contact

Email: support@thehealingherbgarden.co.uk
Website Contact form: https://www.thehealingherbgarden.co.uk