Return Policy

1. 100% Healthy Plant Promise

At LiftMeUp, we cultivate all our stock inside professional glasshouses under optimal humidity and light conditions. We recognize that shipping live plants in dark boxes across the UK is a delicate process. Therefore, we offer a **100% Healthy Plant Promise** to all our customers.

If your plant arrives dead, heavily damaged, or in poor health, we will immediately send a free replacement plant of the same species or process a full refund to your original payment card. You are covered by this guarantee for **30 calendar days** following the date of delivery.

2. Return Eligibility & Plant Condition

To be eligible for a return or replacement under our health guarantee, the plant must meet the following criteria:

• The issue must be reported within 30 days of receiving the delivery.
• The plant must be in \"fair condition\" (excluding the specific damage or disease you are claiming for).
• Please note that minor leaf blemishes, natural leaf shedding, or slight dust from transit do not qualify as \"unhealthy\". Plants are natural, living organisms and will undergo slight adaptations when placed in a new home environment.

3. What Qualifies as \"Unhealthy\"?

We will approve refunds or free replacements for plants exhibiting the following severe issues upon arrival or within the 30-day window:

• Severe Root Rot: mushy, black roots caused by sitting water during transit or nursery failure.
• Pest Infestation: presence of spider mites, scale, mealybugs, or thrips directly from the nursery.
• Widespread Fungal/Bacterial Infections: black spots or mold covering more than 30% of the plant foliage.
• Severe Structural Damage: broken main stems or main root crown breaks.

4. Step-by-Step Return Process

Because sending live plants back in the post can cause them further stress, **we do not require you to ship unhealthy plants back to us** in most cases. Instead, follow this simple process:

1. Take 3-4 clear photos of the plant showing:
   • The overall plant in its potting container.
   • Close-ups of the specific damage, rot, or pests.
   • The shipping box (if the box arrived damaged).
2. Email these photos to Sales@liftmeup.uk.
3. Include your 6-digit Order ID (e.g., LUM-123456) and a brief description of the issue.
4. Our horticultural support team will review your photos within 24-48 hours and email you to confirm approval of a refund or free replacement.

5. Exceptions & Non-Returnable Items

The following items and conditions are not eligible for refunds or replacements:

• Plants that die due to customer neglect (e.g., leaving a tropical plant outdoors in freezing UK winter temperatures, or failing to water a fern for three weeks).
• Issues reported after the 30-day guarantee window has expired.
• Open bags of soil, fertilizer, or specialized growing media (for hygiene and biosecurity reasons).
• Items purchased in final clearance or warehouse clearance sales, unless they arrived damaged.