At Garden Whisper Shop, we take immense pride in the quality of our plants and are committed to your complete satisfaction. We understand that sometimes a plant may not thrive as expected, or you might simply change your mind. Our Returns & Exchanges policy is designed with your peace of mind at its heart, reflecting our dedication to helping you create your living masterpiece.

Our Returns & Exchanges Promise

We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible, the plant must be in its original, saleable condition, with the root system intact and healthy. Please note that due to the perishable nature of our products, we cannot accept returns or exchanges for plants that have died due to improper care or conditions after delivery.

Please Note: Due to their specialised nature and to ensure their survival, Exotic Plants and Hanging Basket Plants (which often include delicate exotic varieties) are considered final sale and are not eligible for return or exchange unless they arrive significantly damaged or are a shipping error on our part.

How to Initiate a Return or Exchange

To start the process, please contact our dedicated customer support team at [email protected] within the 15-day window. Include your order number and details about the item you wish to return or exchange.

The Returns & Exchanges Process

  1. Contact Us: Email us at [email protected] to request a Return Merchandise Authorisation (RMA) number. Without an RMA number, we cannot process your return.
  2. Pack the Item: Carefully repackage the plant in its original packaging if possible, ensuring it is secure to prevent damage in transit. Include a copy of your original order confirmation or a note with your RMA number and name.
  3. Ship the Package: Mail the return package to the address provided in your RMA email. Please note that return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item sent, damaged on arrival).
  4. Inspection & Processing: Once we receive the item, our team will inspect it within 3-5 business days. We will then notify you via email about the status of your refund or the shipment of your exchange item.

Refund Timelines and Methods

Upon approval of your return:

  • Your refund will be processed to the original payment method used during purchase.
  • Please allow 5-10 business days for the refund to appear in your account. The processing time can vary depending on your bank or payment provider (Visa, MasterCard, JCB, PayPal).
  • The original shipping cost is non-refundable.

Exchanges

If you are exchanging an item for a different plant or variety, the value of the returned item will be credited to your account. You will be responsible for any price difference and the shipping cost for the new item.

Return Request Email Template

To help you get started, feel free to use the template below when contacting us.

Subject: Return Request – Order #[Your Order Number] Dear Garden Whisper Shop Team, I would like to request a return/exchange for an item from my recent order, Order #[Your Order Number], placed on [Date of Order]. The item I wish to return/exchange is: [Product Name] Reason for return/exchange: [Please provide a brief reason, e.g., “Plant arrived damaged,” “Not as expected,” etc.] Could you please provide me with an RMA number and the return shipping address? Thank you for your assistance. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Contact Us

If you have any questions about our returns process, please don’t hesitate to reach out. We’re here to help.

Email: [email protected]
Postal Address:
Garden Whisper Shop
67 Sidwell St
Exeter, GB EX5V 8CA
United Kingdom