Refund policy

We want you to be happy with your order. If something isn't right, please contact us before arranging a return so that we can advise on the best next step.

Damaged, Incorrect or Missing Items

Please inspect your order as soon as it arrives and contact us as soon as possible, ideally within 24 hours, if anything is damaged, incorrect or missing.

Please contact us via our Contact Us page. Photographs can be emailed to hello@growurban.uk along with your order number.

Please retain the item and all original packaging until the matter has been resolved.

Plant Health Concerns

If you believe your plant has arrived in poor condition, please contact us as soon as possible, ideally within 7 days of delivery, and email photographs of the entire plant to hello@growurban.uk along with your order number.

Plants are living products and natural variation in size, shape, colour and fullness should be expected. Images are representative only.

We cannot accept responsibility for deterioration resulting from environmental conditions, watering, plant care, repotting or other factors outside our control after delivery.

Returning a Non-Plant Item

Please contact us before arranging a return.

Eligible non-plant items may be returned within 30 days of receipt.

Items must be returned unused, undamaged and in a fully resalable condition with all original packaging, labels and accessories supplied, except where your statutory rights apply.

You are responsible for the cost of returning items unless otherwise agreed with us. Please package items carefully and securely, particularly fragile items. We recommend using a tracked service and retaining proof of postage.

Where permitted by law, we may reduce a refund to reflect any loss in value resulting from unnecessary handling or damage.

Returns Address

grow urban.
8b St Vincent Street
Edinburgh
EH3 6SH

Refunds

Refunds will be made to the original payment method.

For eligible online returns notified to us within 14 days of receipt, we will also refund the cost of our standard outbound delivery service where required by law. Additional charges for upgraded delivery services are not refundable.

For returns made under our extended 30-day returns policy after this period, original delivery charges are not refunded.

Any refund due will be processed promptly once the return has been received and assessed.

Nothing in this policy affects your statutory rights.