Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Wrong Delivery Details Provided or Missing Address:
We do not assume responsibility for incorrect delivery addresses provided. If your parcel cannot be delivered due to an inaccurate address, and delivery attempts have been made three times, you will not qualify for a refund from our side.
Nevertheless, we will make every possible effort to contact you using the email or phone number provided in your order to attempt to resolve the issue and ensure the successful delivery of your order. It is crucial to monitor your tracking number while your parcel is in transit to avoid encountering this situation.
To start a return, you can contact us at info.greencharm@gmail.com.
Our working hours for online orders are Monday to Thursday 11:00 - 5:00
Please remember that whatever your problems, or concerns with online orders is email us first, our phone number belongs to high street store only where no one will have any information about your online order.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note that it could take 1-2 working days for us to respond however we will try to contact you back as soon as possible.) Our working hours for online orders are Monday to Thursday 11:00 - 5:00.
Return labels will be issued by us only in case where there was an fault on our side.
If delivered items were fault free and as ordered, we wont cover return expenses.
If costumer for example change his mind and ask for return we will only refund to the value of goods returned except original postage.
You can always contact us for any return question at info.greencharm@gmail.com.
Returns Address
If you need to return an item to us, please use the following returns address:
GREEN CHARM
HOUSE OF PLANTS
93 SILVERDALE ROAD
WN5 0DW WIGAN
Green Charm House of Plants cannot accept claims or returns of plants where customers have re-potted, removed from their original pots or pruned.
Green Charm House of Plants cannot be responsible for quality of plants in the event of a missed delivery by the customer or by contact details or addresses entered incorrectly during the ordering process. Our guarantee does not cover parcels that have been left in an outdoor setting by DPD at the customers request.
Due to the perishable nature of the goods Green Charm House of Plants cannot issue refunds on plants returned to us due to multiple missed deliveries or non collection from DPD Pickup Shops.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Receiving Damaged Parcels Policy:
Receiving a damaged parcel is a rare occurrence, but if this unfortunate situation arises, here's how we handle it. Please take note of the following information:
If, by any chance, you receive a damaged parcel, rest assured that we are here to assist you. While such instances are infrequent, we want to ensure a smooth resolution for you. We will be able to accept returns or process refunds exclusively when we receive photographic evidence of the damage. This evidence must be provided within 48 hours after you've received the order.
Important Note: In order to initiate the return/refund process, please capture clear pictures of the damaged parcel and its contents. Once you have these images, kindly send them as proof of damage to the following email address: info.greencharm@gmail.com.
This step is crucial for us to accurately assess the situation and expedite the resolution process for you. We appreciate your prompt cooperation and assure you that we are committed to ensuring your satisfaction throughout this experience.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Imprtant to consider before ordering:
At our store, ensuring the well-being of our plants during shipping is of utmost importance. However, it's essential to recognize that certain plant species are more sensitive to transportation conditions than others. Despite our best efforts, natural blemishes can arise as a result of environmental factors, temperature fluctuations, and changes in light conditions during the shipping process.
We want to emphasize that some imperfections are inherent to the natural growth and development of many plant species. Just like how a person's skin may bear marks or scars that tell a unique story, these imperfections add character and charm to the plants, making them one-of-a-kind living beings.
As plant enthusiasts, we should embrace the idea that nature isn't always uniform or artificially perfect. The diversity and occasional imperfections in live plants showcase their resilience and adaptability to different environments. Let's celebrate these variations and appreciate the beauty that lies in the authenticity of live plants.
In light of this understanding, we kindly inform our customers that requests for refunds or returns solely based on these natural imperfections cannot be accommodated. We believe that by accepting and appreciating the uniqueness of each plant, we honor their journey from their place of origin to our store and, eventually, to our customers' homes. Together, let's continue to cherish the captivating allure of live plants with all their individuality and remarkable features.
We absolutely support and appreciate the recent trend among plant enthusiasts, bloggers, and plant shops who are showing the real beauty of plants on social media without hiding their imperfections. It's wonderful to see them embracing and sharing the natural quirks of tropical plants, just as they are in their native origin.
We want to remind everyone that perfection isn't the only measure of a plant's beauty. Instead, it's their uniqueness and ability to adapt that makes them special. By celebrating their authentic selves, we create a more honest and inclusive community, where every plant is valued for its individuality.
Let's keep encouraging this movement, where the true allure of plants shines through, and we can all appreciate the diverse and wonderful world of nature together.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.