Our Bloom Guarantee & Refund Policy

Our 'Bloom or Bust' Guarantee

Seeds, bulbs, corms, tubers, bare roots and plants are living products. We inspect living products before dispatch and our obligation is to supply products that are healthy or viable, as applicable, of satisfactory quality and as described when supplied. Natural variation and growing conditions mean that we cannot guarantee that every individual item will germinate, establish, grow or flower.

Results after delivery depend on storage, planting time and depth, soil, compost, drainage, position, temperature, watering, feeding, weather, frost, pests, wildlife, disease and ongoing care. Unsuccessful germination, growth or flowering does not, by itself, show that an item was faulty when supplied and does not automatically entitle the customer to a cash refund.

Remedy under the Bloom or Bust Guarantee

Our Bloom or Bust Guarantee is a voluntary goodwill guarantee for the first growing season. If an item supplied in a healthy or viable condition fails to perform despite the supplied planting and care instructions being followed, we will provide, at our choice, either store credit equal to the price paid for the affected item or a replacement where suitable stock is available. These are the remedies available under the voluntary Guarantee. We do not provide a cash refund under the Guarantee for unsuccessful growing or flowering where the item was healthy, of satisfactory quality and as described when supplied.

What the Guarantee does not cover

The Guarantee does not cover failure caused by unsuitable or prolonged storage, incorrect or late planting, unsuitable soil or drainage, failure to follow care instructions, overwatering, underwatering, waterlogging, frost or extreme weather, pests, wildlife, disease, accidental damage after delivery or other circumstances outside our reasonable control.

How to make a claim

Please contact us during the first growing season with your order number, the product name, clear photographs and a short description of how the item was stored, planted and cared for. This information allows us to assess whether the Guarantee applies.

Your statutory rights

The Bloom or Bust Guarantee is additional to, and does not replace or restrict, your statutory rights. If an item was faulty, damaged, incorrect, not as described or not of satisfactory quality when supplied, your legal rights and remedies remain available.

Returns, return postage and perishable items

For change-of-mind returns, customers are responsible for arranging and paying for return postage unless we have confirmed otherwise in writing, or the item is faulty, damaged, incorrect or not as described. If we agree to provide a return label for a non-faulty item, the return postage cost may be deducted from any refund or store credit where allowed by law.

Original shipping or postage charges are not refundable for change-of-mind or goodwill returns, except where a refund of standard delivery is required by UK consumer law. Any upgraded, express or premium delivery charges above our standard delivery option are non-refundable.

Because many of our products are living or perishable, we cannot accept change-of-mind returns or offer change-of-mind refunds for perishable live products once they have been dispatched. This includes live plants, bare-root plants, bare-root perennials and similar items that may deteriorate once out of chilled or controlled storage and cannot be returned to saleable condition.

If your order arrives damaged, faulty, incorrect or not as described, please contact us promptly with photographs so we can put this right under our Bloom or Bust Guarantee. This policy does not affect your statutory rights.

How to Make a Claim

We've made the process straightforward. To request a replacement or store credit under our Bloom or Bust Promise, or to raise a refund request where your legal rights apply, please contact our friendly customer service team with the following information:

• Your Order Number

• The name of the product(s)

• A brief description of the issue

• Supporting photographs (this helps us resolve your claim quickly and improve our processes)

Our team is dedicated to your satisfaction and will guide you through the next steps to resolve your concern as quickly as possible. Your dream garden is our priority.