Refund policy

Returns & Refund Policy

Overview

At Tony’s Organics, we take great care in growing, inspecting, and packaging all live plants before dispatch. Due to the perishable nature of our products, all sales are subject to the terms below.

By placing an order through https://www.tonysorganics.uk/, you agree to this Returns & Refund Policy.

Live Plant Products

All plug plants and live plant products sold by Tony’s Organics are classified as perishable goods and are therefore exempt from standard returns rights under the Consumer Contracts Regulations.

We do not accept returns or exchanges for:

  • Change of mind

  • Incorrect ordering by the customer

  • Failure to care for plants after delivery

  • Delayed planting or unpacking

  • Cosmetic variations natural to live plants

Reporting Problems

Any issues with your order must be reported within 24 hours of confirmed delivery.

Claims submitted after this period may not be accepted.

To submit a claim, customers must provide:

  • Full name and order number

  • Clear photographs of:

    • The plants

    • Packaging

    • Shipping label

  • A description of the issue

Failure to provide sufficient evidence may result in the claim being rejected.

Damaged or Incorrect Orders

If we determine that plants arrived significantly damaged or the wrong items were supplied, we may, at our discretion:

  • Replace the affected items

  • Issue a partial refund

  • Issue store credit

Refunds are not guaranteed and are assessed case by case.

Delivery Conditions

Customers are responsible for ensuring:

  • Correct shipping information is provided

  • Someone is available to receive the delivery where appropriate

  • Plants are unpacked immediately upon arrival

We are not responsible for plant deterioration caused by:

  • Missed deliveries

  • Parcels left unattended

  • Delays caused by couriers

  • Exposure to extreme temperatures after delivery

  • Failure to properly care for plants upon arrival

Refused or Returned Deliveries

If an order is refused, undeliverable, or returned to us due to incorrect address details supplied by the customer, we reserve the right to:

  • Refuse a refund

  • Deduct shipping and handling costs

  • Dispose of perishable goods upon return

Plant Appearance and Variability

As live plants are natural products, variation in:

  • Size

  • Colour

  • Shape

  • Growth stage

is normal and does not constitute a fault or basis for refund.

Images shown on our website are for illustrative purposes only.

Order Cancellations

Orders may only be cancelled before dispatch.

Once dispatched, orders containing live plants cannot be cancelled or returned.

Limitation of Liability

Tony’s Organics shall not be liable for:

  • Crop failure

  • Weather damage

  • Pest damage after delivery

  • Customer growing conditions

  • Indirect or consequential losses arising from use of our products

Customers are responsible for providing suitable growing conditions and care.

Refund Processing

Approved refunds will be processed to the original payment method within 5–10 working days.

Shipping charges are non-refundable unless the issue was caused directly by our error.

Contact Us

For all returns and refund enquiries, contact:

Tony’s Organics
Email: email@tonysorganics.co.uk