Delivery & Returns
FREE DELIVERY ON ALL ORDERS
In most circumstances orders received before 2pm will be dispatched that same day for next day delivery. Orders will be dispatched within 3 working days wherever possible. Orders placed on a Friday evening or during the weekend will be posted on the following Monday.
Government Distance Selling Regulations grant customers a statutory right to cancel a purchase order or return unused goods to the seller within a cool-off period of 7 working days. In addition to this period, as a customer of The Urban Botanist, you are entitled to return goods to us for a refund if you change your mind within 14 days of delivery.
If the goods arrive in a faulty condition, you can return them to us for a replacement or refund within 14 days.
All such goods must be returned to us in a saleable as new condition, complete with all the accessories along with the original packaging. Please note that goods which do not comply with this condition may not be returned.
Please note that goods purchased in a clearance deal may not be returned unless faulty.
Prior to returning any goods to us, you will need to contact us by either email or telephone for pre-consent. If your request to return the goods is considered valid, we will email you a copy of our Goods Return Form along with a reference number.
You will then need to complete the Goods Return Form and post it back to us together with the Goods you are returning.
Please note that if you send the Goods back to us without our authorisation, the Goods returned are not in their original condition, or you return a faulty product but no fault is detected after examination by our engineer, we will send the returned Goods back to you with an administration and delivery charge plus an examination fee where applicable.
Money Back Guarantee
If you return the goods to us due to a fault within 14 days and request a refund, you will receive a full refund from us within 5 working days. If you return the goods to us due to a fault after 14 days, we will process the return based on the conditions of the manufacturer’s warranty.
If you are returning the goods to us because you have changed your mind within 14 days, you will receive a refund for the product price excluding the postage & packaging costs as long as the item is returned unused and with all accessories. You will receive a refund from us within 10 working days.
If you return the goods to us due to a fault after 14 days, we will process the return based on the conditions of the manufacturer’s warranty and may not be able to provide a refund.
Please note that according to our Terms and Conditions if you send Goods back to us without our authorisation, the Goods returned are not in their original condition, or you return a faulty product but no fault is detected after an examination by our engineer, we will send the returned Goods back to you with a delivery charge and reserve the right to charge up to 15% of your purchase price to cover our administration cost, plus an examination fee where applicable.
Please note that you will be responsible for the costs of returning the Goods to us unless we delivered the item to you by accident or the return is due to a fault within 14 days.