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At Collectionauthen, we take great care in selecting, nurturing, and packaging our plants to ensure they arrive at your door in excellent condition. We understand that purchasing living plants online requires trust, and we are committed to providing you with healthy specimens and exceptional customer service.
This Return Policy outlines the conditions under which you may return products purchased from our website. Please read this policy carefully before making a purchase. By placing an order with us, you acknowledge that you have read, understood, and agree to this Return Policy.
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your plants, without giving any reason. This is known as your "cooling-off period". However, due to the perishable nature of living plants, certain conditions apply to ensure the wellbeing of the plants and fairness to all parties.
To exercise your right to cancel, you must inform us of your decision by a clear statement. You can contact us by phone, email, or through our website contact form. We will acknowledge receipt of your cancellation request and provide you with instructions for returning the products.
To be eligible for a return, the following conditions must be met:
You must notify us of your intention to return the plants within 14 days of receiving your order. The plants must be returned to us within 14 days of notifying us of your cancellation. Returns received after this period may not be accepted.
Plants must be returned in their original condition, with all original packaging, labels, and care instructions intact. The plants should not show signs of neglect, overwatering, underwatering, or damage caused by improper care. We reserve the right to refuse returns if the plants have been damaged due to customer negligence.
You must provide proof of purchase, such as your order confirmation email or receipt. Without proof of purchase, we may not be able to process your return.
Certain items cannot be returned due to their nature or for hygiene and safety reasons:
Plants that have been repotted or removed from their original containers cannot be returned. Plants that show signs of customer-inflicted damage, including but not limited to overwatering, underwatering, exposure to extreme temperatures, or physical damage, are not eligible for return.
Clearance or sale items marked as final sale are not eligible for return unless they arrive damaged or defective. Gift cards and digital products are non-returnable.
We inspect all plants carefully before dispatch, but occasionally damage may occur during transit. If your plants arrive damaged, diseased, or significantly different from what was ordered, please contact us immediately upon receipt.
You must report any damage or defects within 48 hours of receiving your order. Please provide photographic evidence of the damage, including images of the plant, packaging, and any visible issues. This helps us assess the situation and improve our packaging and delivery processes.
If we determine that the plants arrived damaged or defective through no fault of your own, we will offer one of the following solutions: a full refund of the purchase price, a replacement plant of the same variety, or a credit note to use on a future purchase. The choice of resolution will depend on product availability and your preference.
To initiate a return, please follow these steps:
Notify us of your intention to return by contacting our customer service team via phone or email. Provide your order number, the reason for the return, and any relevant photographs if the plants are damaged.
Once we receive your return request, we will review it and provide you with detailed return instructions, including the return address and any specific packaging requirements. Please do not return plants without first contacting us, as returns sent without authorisation may not be accepted.
Carefully package the plants in their original containers and packaging materials. Ensure the plants are secure and protected during transit to prevent further damage. You are responsible for the condition of the plants during the return journey.
Send the plants back to us using a tracked and insured delivery service. You are responsible for the cost of return shipping unless the return is due to our error or the plants arrived damaged. We recommend using a service that provides proof of delivery, as we cannot be held responsible for returns that are lost in transit.
Once we receive and inspect the returned plants, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 days and automatically applied to your original method of payment. Please note that it may take additional time for your bank or credit card company to process and post the refund.
Refunds will be issued for the cost of the plants and any delivery charges you paid, provided the return meets our eligibility criteria. If you received free delivery as part of a promotion, the actual cost of delivery may be deducted from your refund.
Refunds will be made using the same payment method used for the original purchase. We do not offer refunds in cash or by cheque. If you paid by credit or debit card, the refund will be credited to the same card.
Please note that refunds may take several business days to appear in your account, depending on your bank or card issuer's processing times. If you have not received your refund within 14 days of our confirmation, please contact your bank or card issuer before contacting us.
We do not offer direct exchanges. If you wish to exchange a plant for a different variety or size, you must return the original plant following our return process and place a new order for the desired item. This ensures that you receive the correct product and that our inventory is accurately managed.
If the plant you wish to exchange for is out of stock, we recommend signing up for restock notifications on our website or contacting our customer service team for information on availability.
You are responsible for paying the shipping costs for returning plants, unless the return is due to our error, such as sending the wrong plant or the plants arriving damaged or defective. Return shipping costs are non-refundable.
If you are returning plants because they arrived damaged or defective, we will provide you with a prepaid return label or reimburse you for reasonable return shipping costs upon receipt of proof of postage.
We recommend using a tracked and insured shipping service for returns, as we cannot be held responsible for returns that are lost or damaged in transit. If the returned plants do not arrive at our facility, we may not be able to process your refund.
All returned plants will be inspected upon arrival at our facility. We will assess the condition of the plants to determine whether they meet our return criteria. If the plants show signs of damage caused by improper care or handling after delivery, we reserve the right to refuse the return or offer a partial refund.
Our quality control team will document the condition of returned plants with photographs and notes. If we determine that the return does not meet our criteria, we will contact you to discuss the options, which may include returning the plants to you at your expense or disposing of them with your permission.
If you have not received your refund within the expected timeframe, please first check your bank account or credit card statement. Contact your bank or card issuer, as it may take some time before your refund is officially posted.
If you have done all of this and still have not received your refund, please contact us with your order number and details of the return. We will investigate the matter and work to resolve it as quickly as possible.
While we cannot guarantee that every plant will thrive in every environment, we are committed to providing you with healthy plants and the information you need to care for them. All plants come with detailed care instructions, and our customer service team is available to answer any questions you may have.
If a plant fails to thrive within 30 days of delivery despite following our care instructions, please contact us with details of the issue and photographs of the plant. We will assess the situation and may offer advice, a replacement, or a refund at our discretion.
Please note that this guarantee does not cover plants that have been subjected to extreme temperatures, overwatering, underwatering, pest infestations, or other conditions beyond our control. We encourage you to contact us at the first sign of any problems so we can help you address them promptly.
During periods of extreme weather, we may temporarily suspend deliveries to certain areas to protect the health of the plants. If your order is affected by weather-related delays, we will contact you to discuss alternative delivery arrangements or offer a full refund.
We cannot be held responsible for damage to plants caused by extreme weather conditions during transit, provided we have taken reasonable precautions in packaging and timing the delivery. If you are concerned about weather conditions, please contact us before placing your order to discuss the best timing for delivery.
If you have any questions about our Return Policy or need assistance with a return, please contact us:
Collectionauthen
262B Poplar High Street
London, E14 0BN
United Kingdom
Phone: +44 7935 483149
Email: help@collectionauthen.world
Our customer service team is available to assist you and will respond to your enquiry as quickly as possible. We value your satisfaction and will work with you to resolve any issues with your order.