Refund policy

Our Promise

At PlantGift, your happiness is genuinely important to us. We grow, pack and ship every plant with care, and we stand behind the quality of what we send out. If something isn't right with your order, please get in touch — we will always endeavour to assist you and find a fair resolution.

Healthy-Arrival Guarantee

Every order is covered by our healthy-arrival guarantee. If a plant arrives damaged, diseased, or in poor condition, we will replace it or refund the cost — just email info@plantgift.ie within 48 hours of delivery with a couple of photographs showing the issue. We aim to respond the same or next working day.

Live Plants and the Right of Withdrawal

Live plants are perishable goods. Under Article 16(d) of EU Directive 2011/83/EU (the Consumer Rights Directive), the standard 14-day right of withdrawal does not apply to goods that are liable to deteriorate or expire rapidly. This exemption covers our live plants, cut stems, flower bulbs, and other living products.

Custom or personalised items — such as plants selected to a specific recipient's requirements, or orders with personalised gift messaging — are also exempt under Article 16(c).

What this means in practice: we do not offer returns on live plants for change-of-mind reasons, because plants don't travel well a second time and we cannot resell them. However, this exemption does not affect your statutory rights in the case of goods that arrive damaged, defective, or not as described — and our healthy-arrival guarantee above is offered on top of those rights.

Non-Plant Products

For non-perishable items such as pots, compost, fertiliser, gift cards, tools and gift sets, the 14-day right of withdrawal applies. To return a non-plant item:

• Contact info@plantgift.ie within 14 days of receiving your order
• Items must be unused and in their original packaging
• Return postage is at the customer's cost unless the item was faulty or incorrectly shipped
• Once we receive the item and confirm its condition, a refund is issued to your original payment method within 5 working days

Exchanges

If you'd like to exchange a non-plant item for something else, please get in touch — we'll do our best to accommodate you.

Orders That Go Wrong

Mistakes happen — couriers deliver to the wrong address, parcels arrive delayed, plants occasionally don't travel well despite our packaging. Whatever the problem, please let us know. We take our customer service seriously and we would rather fix an issue well than let it sit. Email us at info@plantgift.ie and we will endeavour to sort it out fairly and quickly.

Questions

Any questions about this policy, or anything else, please reach out at info@plantgift.ie. We're a small, family-run team based in Dublin and we read every email.