Refund policy

Returns and Refunds

• Please inspect your order immediately upon delivery. Any shortages, incorrect items or damage in transit must be reported to us within 24 hours of delivery by emailing hello@growurban.uk and providing photographs of the item and any packaging. Claims reported after this period may be refused where we are unable to investigate the matter or recover costs from the courier.
• All original packaging must be retained until any claim has been resolved. Failure to retain packaging may affect our ability to investigate claims for damage in transit.
• If a product is damaged, incorrect or incomplete, please retain the item for inspection. We may request photographs or further information before assessing any claim.
• Where, following assessment by grow urban., an item is found to be faulty, damaged in transit or supplied incorrectly, we reserve the right to provide a replacement item, replacement part, store credit or refund, as appropriate.
• If you believe your plant has arrived unhealthy, please contact us within 7 days of delivery by emailing hello@growurban.uk and include photographs of the entire plant.
• Plants are living products and natural variation in size, shape, colour and fullness should be expected. Images on our website are representative only. We make every effort to supply plants that closely match the photographs and descriptions shown on our website.
• We cannot accept responsibility for deterioration in plant condition resulting from environmental conditions, watering, plant care, repotting or other factors outside our control after delivery.
• We are unable to offer refunds or replacements for plants simply because they are not liked, do not suit a particular space or differ slightly from website photographs, provided they are healthy and broadly consistent with the product description.
• Non-plant items may be returned within 30 days of receipt provided they are unused, undamaged and in a fully resalable condition. Items must be returned with all original packaging, labels and accessories supplied.
• Return postage costs are the responsibility of the customer. If, following inspection, grow urban. determines that an item was supplied incorrectly, is faulty or was damaged in transit, we may reimburse reasonable return postage costs or arrange collection at our discretion.
• We reserve the right to make a deduction from any refund where an item has been handled beyond what is necessary to establish its nature, characteristics and suitability, or where it is not returned in a fully resalable condition.
• Refunds will only be made to the original payment method used to place the order. Ownership of any refunded goods will revert to grow urban. upon completion of the refund.
• Nothing in this policy affects your statutory rights under applicable consumer protection legislation.