Refund policy

At The Plant Label Company, we take great care to ensure all plant labels, holders and related products are checked before dispatch and packed securely to help prevent damage in transit. If something isn’t right with your order, here’s what to do.

 

 

Contact Customer Services

Please email us at info@theplantlabelcompany.com with your order number and a brief description of the issue (photos are very helpful where relevant).

 

 

How returns work

  • Step 1: Email us at info@theplantlabelcompany.com with your order number and the reason for the return.

  • Step 2: We’ll reply with return instructions (and may provide a return reference to include in the parcel).

  • Step 3: Send the item back within the relevant timeframe below, packaged securely.

  • Step 4: Once received, we’ll inspect the return and process a replacement, exchange or refund (as applicable).

Returns address: 154 Ballyrobert Road, Ballyclare, County Antrim, Northern Ireland, BT39 9RT, United Kingdom.
Please contact us before returning anything so we can confirm the correct return method and make sure your return is matched to your order.

 

 

Return postage costs

Faulty / incorrect / damaged items: if we confirm the item is faulty, incorrect, or damaged in transit, we’ll reimburse reasonable return postage costs (or provide an appropriate return method).
Changed your mind returns: return postage costs are the customer’s responsibility.

 

 

Faulty goods

If you believe an item is faulty, please contact us as soon as possible with your order number and details of the issue. If the issue is reported within 28 days of delivery, we’ll normally offer the fastest resolution (replacement, exchange or refund as appropriate).

 

 

Incorrect goods

If we’ve sent an item you didn’t order (and it wasn’t an agreed substitute), please contact us as soon as possible (ideally within 14 days of delivery).

We accept returns for incorrect items up to 28 days from delivery, provided the item is unused, in its original condition, and in its original packaging where applicable.

 

 

Damaged in transit

If your order arrives damaged, please contact us as soon as possible (ideally within 14 days of delivery) and include photos of:

  • the damaged item(s)

  • the packaging (including any labels)

We accept returns for items damaged in transit up to 28 days from delivery for either a replacement, exchange or refund (as applicable). Please include your order number and return the item in its original packaging where possible.

 

 

Cancellation

To cancel an order, please email info@theplantlabelcompany.com with your order details as soon as possible.

If your order has not yet been dispatched, we’ll do our best to cancel it. If your order has already been dispatched, it can’t be cancelled in transit — once delivered, you can return it under the “Changed your mind” section below.

 

 

Returns (changed your mind)

You can return items you’re not happy with up to 28 days from delivery, provided the item is:

  • unused and in original condition, and

  • returned in its original packaging where applicable.

Please contact us as soon as possible after delivery (ideally within 14 days) so we can provide return instructions and help your return reach us smoothly.

We can’t accept returns for items that have been used and then returned because you’ve decided you no longer want them.

Return postage costs are the customer’s responsibility.

Until the returned goods arrive back with us, they remain your responsibility. For your peace of mind, we recommend using a tracked/recorded delivery service.

 

 

Refunds

  • To receive a full refund, return the item in its original condition and original packaging (where applicable) within the timeframes above.

  • Refunds can only be made to the original payment method used for the purchase.

  • Refunds to expired or cancelled cards are handled by your card issuer and are usually redirected to your replacement card or handled according to your issuer’s process.

  • When we process refunds: once your return is received and inspected, we aim to process your refund within 5 business days. Your bank or card provider may take additional time to show the funds in your account.

Nothing in this policy affects your statutory rights.