Returns & Refunds
We take great care to inspect, prepare and securely pack every plant before it leaves Gransfield. As plants are living products, their size, shape and seasonal appearance will naturally vary. If something is not right with your order, please contact us and we will do our best to resolve it fairly and promptly.
Nothing in this policy affects your statutory consumer rights.
Changing or cancelling an order
If you need to change or cancel an order, please contact us as soon as possible at Gransfieldplants@gmail.com and include your order number.
If your order has not yet been prepared or dispatched, we will normally be able to cancel it and issue a refund.
Once an order has been packed or dispatched, we may be unable to cancel or change it. Please contact us before attempting to return any plants.
Certain living or perishable products that are liable to deteriorate rapidly may be exempt from change-of-mind cancellation rights. Any applicable statutory cancellation rights remain unaffected.
Checking your plants upon arrival
Please unpack and inspect your plants as soon as possible after delivery. Check the compost and water them if required, then place them somewhere sheltered and suitable for the variety while they recover from their journey.
Plants may look slightly tired immediately after travelling and may need a short time to settle. A small amount of loose compost, displaced foliage or minor cosmetic damage does not usually affect the health of the plant.
Plants that have been cut back
Depending on the variety and time of year, plants may be pruned or cut back before dispatch so that they can be packed securely and travel safely.
This means a plant may not be flowering when it arrives, even if photographs show the variety in flower. Cutting back is not a fault and will often encourage healthy new growth after planting.
Seasonal appearance and dormancy
Plants are living, seasonal products and will look different throughout the year. Some may arrive in active growth or flower, while others may be recently cut back or dormant.
Deciduous perennials may have very little visible growth during autumn and winter. This does not necessarily mean that the plant is unhealthy or dead. Website photographs are intended to show the variety when established or in flower and may not represent its exact appearance at delivery.
Damaged plants
If a plant arrives materially damaged or in poor condition, please contact us as soon as possible. Reporting visible delivery damage within 48 hours helps us investigate it promptly, but this request does not affect your statutory rights.
Please email Gransfieldplants@gmail.com with:
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your name and order number;
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a description of the problem;
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clear photographs of the affected plant;
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photographs of the internal packaging; and
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photographs of any damage to the outside of the box.
Please keep the plant and packaging until we have responded, as we may need additional information. Do not return a plant without contacting us first.
Once we have assessed the problem, we will provide an appropriate remedy. Depending on the circumstances and your legal rights, this may include plant-care guidance, a replacement, a partial refund or a full refund.
Missing or incorrect plants
Please contact us as soon as possible if an item is missing or you receive the wrong plant. Include your order number and photographs of the plants and packaging.
If an item has been omitted or supplied incorrectly, we will arrange an appropriate replacement or refund without additional cost to you.
Larger orders may be dispatched in more than one parcel, and Royal Mail may occasionally deliver those parcels separately. Please check all tracking references before reporting an item as missing.
Lost or undelivered orders
Orders remain the responsibility of Gransfield until they have been delivered to you or to a delivery location you have authorised.
If Royal Mail fails to deliver your order, please contact us. We will investigate the tracking information and, where the parcel is confirmed as lost or cannot be successfully delivered, arrange an appropriate replacement or refund.
Customers are responsible for providing a complete and accurate delivery address and for monitoring the tracking information supplied.
If Royal Mail delivers a parcel to a safe place or neighbour specifically authorised by the customer, responsibility may pass to the customer once the parcel has been correctly delivered there.
Problems that develop after delivery
We cannot normally provide a replacement or refund where a plant has deteriorated because of circumstances arising after successful delivery, including:
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failure to unpack the plant promptly;
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insufficient or excessive watering;
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unsuitable soil, position or planting conditions;
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frost, heat, drought, wind or other extreme weather;
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accidental or animal damage;
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pests or diseases acquired after delivery;
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failure to follow the plant’s care requirements; or
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normal seasonal changes, dormancy or pruning.
We will still be happy to offer plant-care advice wherever possible.
Returning plants
Because plants are living products, please do not send anything back to us without contacting us first.
Where a return is legally required or agreed, we will provide the appropriate instructions. Plants must be packaged carefully to avoid unnecessary damage during their return journey.
Where an item is faulty, damaged, incorrect or not as described, Gransfield will cover any reasonable return costs where required. For an eligible change-of-mind return, the customer may be responsible for the return cost where the law permits and where this was explained before purchase.
Refunds
Approved refunds will be issued to the original payment method. Please allow several working days after processing for the funds to appear, depending on your bank or payment provider.
Where legally required, refunds will include the standard outbound delivery charge. If only part of an order is refunded, the original delivery charge may not be refundable unless required by law.
We will process refunds within the legally required timeframe.
Contact us
To report a problem or discuss a return or refund, please email:
Please include your name, order number, a description of the issue and clear photographs where relevant. This will allow us to assess the matter and respond as quickly as possible.