Refund Policy

1. Refund Eligibility

We want you to love your plants. To ensure our customers feel secure when buying live plants online, we offer a comprehensive refund policy. You have **30 days** from the date of delivery to request a refund or replacement for any plant that arrives in poor health, or for any accessory that is damaged or defective.

To process a refund for a live plant, we require photographic evidence showing the health issues or damage. If a package arrives visibly crushed or torn by the carrier, please take photos of the box before opening it, as this helps us claim transit damages from our courier networks.

2. Non-Refundable Items

For safety, hygiene, and biosecurity reasons, the following items are not eligible for a refund unless they are defective or damaged upon arrival:

• Opened bags of potting soil, compost, orchid bark, perlite, or grit.
• Opened bottles of liquid plant fertilizer or leaf shine sprays.
• Plant care accessories (such as watering cans, pruning shears, or plant pots) that have been used, washed, or are missing their original packaging tags.
• Gift cards or promotional coupons.

3. Step-by-Step Refund Process

Please follow these steps to request a refund:

1. Send an email to Sales@liftmeup.uk.
2. Include your order number (e.g. LUM-123456) in the email subject line.
3. Attach clear photos showing the damage or poor health of the item.
4. Provide a short explanation of the problem.

Once received, our horticultural support team will inspect the photos and respond with an approval or rejection email within **24-48 hours**. If approved, we will process the refund to your card immediately.

4. Refund Method & Timelines

All approved refunds are processed back to the **original payment method** used at checkout (e.g., the specific Visa, Mastercard, Apple Pay, or Google Pay account).

Once processed, the funds typically appear in your bank account within **5 to 7 business days**, depending on your card issuer's processing times. We will send you an automated email notification containing your refund receipt as soon as the transaction is dispatched.

5. Return Shipping Fees

Shipping fees are handled as follows:

• Plants (Damaged/Unhealthy): Free of charge. We do not require live plants to be shipped back to us.
• Defective/Damaged Accessories: Free of charge. We will provide a pre-paid Royal Mail return shipping label.
• Change of Mind (Accessories & Pots): The customer is responsible for paying return shipping costs. The return must be sent via a tracked service. Original shipping fees are non-refundable.

6. Lost Packages & Carrier Issues

All our plant orders are shipped using tracked delivery services. If your package is marked as \"delivered\" but you have not received it, please check with neighbors or your local delivery office.

If a package is confirmed lost in transit by the carrier, or if it is severely delayed and the live plants suffer damage, we will cover the cost, sending a full replacement order or processing a complete refund at no extra cost to you.