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.

Any shortages, incorrect items or damage in transit should be reported within 24 hours of delivery.

Please contact us via our Contact Us page. If you need to send photographs, please email them to hello@growurban.uk and include your order number.

Please retain the item and all original packaging until the matter has been resolved, as we may need this to assess the claim.

Where appropriate, we may offer a replacement, replacement part, store credit or refund.

Plant Health Concerns

If you believe your plant has arrived in poor condition, please contact us within 7 days of delivery.

Photographs of the entire plant should be emailed 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 on our website are representative only, though we make every effort to supply plants that closely match the photographs and descriptions shown.

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.

Returning a Non-Plant Item

Please contact us before arranging a return.

Non-plant items may be returned within 30 days of receipt, provided they are unused, undamaged and in a fully resalable condition with all original packaging, labels and accessories supplied.

Please include your order number inside the parcel.

Returns Address

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

We recommend using a tracked service and retaining proof of postage until your return has been processed.

We may reduce a refund where an item is not returned in a fully resalable condition.

Refunds

Refunds will only be made to the original payment method used to place the order.

Once a return has been received and inspected, any refund due will be processed promptly.

Nothing in this policy affects your statutory rights under applicable consumer protection legislation.