Activated Charcoal/Carbon for Terrariums or Houseplants!

Returns Policy
The customer has a right to request a return within 31 days of the order arriving at the location stated in the order form. Unless faulty, damaged, or not as described, the customer will pay for delivery back to our business address (provided upon return request via email). Once the returned item(s) have arrived at our business, we aim to refund the customer within a few hours, but up to three days after the parcel's arrival.

The Parcel Has Arrived Damaged
In circumstances where the parcel has been damaged beyond use, we will endeavour to either send a replacement of damaged items or issue a refund where applicable. The customer agrees to fill any legal documentation of this damage which will then be sent to the courier that transported & delivered the parcel in order for us (ukhouseplants) to request a refund on the damaged items. Items must be reported as damaged within 2 weeks of the parcel arriving at the destination provided on the order form.

The Parcel Is Lost (or Has Been Marked as 'Delivered' but I Don't Have It)
In cases of a lost parcel, we will ask for the customer to check all locations within their property (including communal areas where applicable), along with other persons in their property or communal areas (where applicable). If the parcel is still not located, we will file an investigation for the courier to explain the circumstances. We aim to send out a replacement parcel within one week of the parcel being notified as lost (by the customer), and will always ensure a parcel gets to the customers address. Further, the customer agrees to fill any legal documentation of this damage which will then be sent to the courier that transported & delivered the parcel in order for us (ukhouseplants) to request a refund on the lost items. If applicable, once the applicable document ('Denial of Receipt') is signed by the customer, we will immediately send out a replacement. This document will then be sent to the relevant courier for further investigation on their behalf. Data Protection is in concordance with our Privacy Policy. (At the bottom of this webpage).

I Have Received the Wrong Item
We are sorry if the customer has received an incorrect item and will send out a replacement batch of the correct parcel upon being notified of the order. We must be notified within 2 weeks of the order arriving at the address stated in the order form by the customer. The customer can keep the incorrect product as a further gesture of goodwill.

Delivery Information
In concordance to the commercial laws around Selling At Distance, we use third party couriers to deliver our parcels to the customers (we use, but not limited to, the Royal Mail, DPD, Evri & ParcelForce). In order to fulfil the order of distant selling, we forward the customer's details to the chosen courier. (Name, Delivery Details, Email or Phone number (if provided) & the weight/content of the parcel). No other information is sent to the courier & is strictly between us (ukhouseplants) & the courier. Our customers' details will never be used for financial or commercial gain and is treated with the utmost respect & protection. This is within GDPR laws outlined on our Privacy Policy & Cookies Policy.

Contact Information
Please contact us if you have any questions on the information raised above via ukhouseplants ([email protected])