Refund and Returns Policy

Overview

Our refund and returns policy for non-perishable products lasts 28 days. If 28 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a non-perishable return, your item must be returned to us in the original packaging and same condition as sent.

For perishable goods which includes all of our unrooted cuttings, rooted cuttings and more established plants these are not applicable for return.

Live plants sent from this website are posted via first-class to ensure their time in transit is minimised. Due to them being semi-succulents they should not be harmed by this short UK-only journey and will not require water during this time. Please contact us for any advice on how to care for your plant on arrival, or visit the care instructions section of the site.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@heartsandpearls.co.uk

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. Please contact us at support@heartsandpearls.co.uk and provide photographic evidence of your concern.

Shipping returns

To return your product, please contact us in the first instance at support@heartsandpearls.co.uk.

You will be responsible for paying any return shipping costs for your item.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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