Returns & Refunds Policy

Last updated: 28 September 2026

We hope you love what arrives from the Jungle. If something is wrong with your order or you have changed your mind, please read the information below and contact us at hello@ohshootplants.co.uk. Include your order number if you have it so we can help you quickly.

Damaged, faulty or incorrect items

Please check your order when it arrives. If a plant or other item has arrived damaged, is faulty, is missing, or is not what you ordered, email us as soon as you can.

If possible, include clear photographs of the item and its packaging. These help us understand what happened and put it right, but they are not a condition of your statutory rights.

We will review the issue with you and arrange the appropriate remedy, such as a refund, replacement or other solution in line with your consumer rights. If an item needs to be returned because it is faulty, damaged or incorrect, we will arrange or cover reasonable return costs. Please contact us before sending back a live plant so we can advise on the safest way to return it.

Changing your mind about an online order

For items that qualify for the statutory cancellation right, you can tell us that you want to cancel within 14 days after receiving your order. You do not need to give a reason.

Email hello@ohshootplants.co.uk with your order number and tell us you wish to cancel. You then have a further 14 days to send the item back. You do not need a return authorisation number to exercise this right.

Please take reasonable care of items while they are with you and pack them securely for the return journey. You may inspect an item as you would in a shop. If it has been handled beyond what is necessary to inspect it and its value has been reduced, we may make a deduction permitted by law.

For a change of mind return, you are responsible for the direct cost of returning the item. We recommend using a tracked service and keeping proof of postage. If you need to return a large plant that cannot be sent by normal post, contact us before ordering if you would like help estimating the return cost.

Live plants need particular care in transit. Please contact us before posting one back so we can advise on packaging and suitable return arrangements. Some goods that are liable to deteriorate or expire rapidly may be exempt from the statutory change of mind cancellation right. Where an exemption applies to a particular item, we will make this clear before you buy it. This never removes your rights if an item is faulty, damaged or not as described.

Where to send a return

Please contact us first so we can identify your order and give you any instructions needed for a live plant or large item. Returns can be sent to:

Oh Shoot! Plants
Attn: Returns
52 High Street
Congleton
Cheshire
CW12 1BA
United Kingdom

Include your name and order number inside the parcel if possible. Please do not send an item to our former Lawton Street address.

Refunds

For a valid change of mind cancellation, we will refund the price of the returned item and, where the whole order is cancelled, the original standard delivery charge where applicable. If you chose a more expensive delivery option, we are only required to refund the cost of standard delivery.

We will issue the refund without undue delay and no later than 14 days after receiving the returned item or evidence that you have sent it back, whichever is earlier. If the goods have not yet been sent, we will refund within 14 days of your cancellation.

Refunds are made to your original payment method unless you agree otherwise. Your payment provider may take a few additional days to show the money in your account. We will email you when the refund has been processed.

Items bought in our shop

There is no automatic legal right to a change of mind refund for an item bought in person at the shop. If you have changed your mind, please speak to us and we will let you know what options we can offer. Your rights if an item is faulty, damaged or not as described still apply.

Sale items

Items bought in a sale have the same statutory rights as full price items. A reduced price does not remove your right to a remedy if an item is faulty or not as described. Any change of mind cancellation rights for an online sale item also apply unless a specific legal exception applies and has been made clear before purchase.

Contact us

Email hello@ohshootplants.co.uk or call (+44) 0 7440 100239. Please include your order number and a brief description of the issue.