Defective & damaged items refund
Our refund and returns policy lasts 14 days.
To be eligible for a return, your non-perishable items like planters, sprays, tools, oils potting mixes etc must be unused or tampered with in any way and in the same condition that you received it. It must also be in the original packaging.
We only replace items if they are defective or damaged. If you need to exchange it for the same item or refund, send us an email at [email protected]. We reserve the right to provide only a refund instead of a replacement in some cases. Never send any items for refund or return to us without contacting us in advance as those will not be approved.
If 14 days have passed since your purchase, we can’t offer you a refund or exchange.
Late Delivery Return
Our processing time for orders is 1-2 business days.
Typically orders received by 6 pm are despatched the next day. For handmade moss poles please allow 3 working days. For larger amounts of live and preserved moss please allow 7 working days. Handmade moss art may take up to 10 working days to be ready to ship. Most of our orders are shipped by 24-hour tracking service. Please note that although the name 24 hours may indicate that the parcel will arrive the next day, Royal Mail and DPD reserve 10 working days to deliver this item. We will not accept refunds and returns based on late/delayed delivery date.
For perishable items like plants, you must contact us within 24 hours of receiving the item and provide clear pictures showing damage. We require a few pictures representing the whole item, zoom on damage and a picture of the external packaging and shipping box. Pictures must be of good quality with proper lighting so damages/defects are easily visible.
Minor damages for example cosmetic damage to leaves, sedum/succulents which lost a few leaves in transit or some soil spilt from the pot into the box etc, due to the nature of plants are excluded from the refund/return. Please note that we do everything to deliver the plant in an intact condition but due to the fragile nature of the plant, small damages may happen during packing, transporting as well as unpacking plants by customers.
Perishable items like plants are excluded from the refund and return if you change your mind.
Several types of goods are exempt from being returned or/and refunded. Perishable goods such as houseplants cannot be returned.
Additional non-returnable items:
- Gift cards
- Plant cuttings
- Private events
- Downloadable products
- Bespoke & personalised items like moss art, moss poles, plants or moss bowls & terrariums
- Deposits for repotting services and other appointments
- Reduced price and sale items
- Plants & items damaged due to customer delivery notes for the courier. For example if customer will ask to leave plants outside/in cold garage/on door step/in the garden etc while is not at home and plant will suffer heat/cold damage will be excluded from the refund/return policy. It’s customers responsibility to either redirect the parcel to the neighbour or pick up from the depo if not present at the delivery day.
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and the refund will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on the payment method it may take from a few minutes to weeks.
Late courier delivery
When ordering plants and other items please consider that although we offer 24h tracking service we can not quarantine specific delivery time. Sometimes due to factors which are out of our control parcels will arrive late. If the parcel will not arrive on specific time/date we will not provide refund or return. If the parcel arrives when customer is away and won’t be able to collect the items which will result in dead/damaged plants we will not provide refund or return. It’s customer responsibility to make sure that will be able to receive or collect the parcel from the courier depo on time. Please allow extra time when ordering plants and other items before your business trip, holiday or time away from home.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company/payment method provider, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Only regular-priced items may be refunded. Sale and reduced items cannot be refunded or returned.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to Highland Moss, 61 Constitution Street, Aberdeen AB24 5ET.
You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. If we do not receive the item, your refund will not be processed.
Contact us at [email protected] for questions related to refunds and returns.