Refunds

At YouGarden, we want you to be completely delighted with every purchase, but we understand that on occasion, you may not be completely satisfied with an order or perhaps it got lost in transit. 

Whatever the reason for a refund request may be, we’re here to help you resolve the issue as swiftly as possible.

Our Refund Policy

• 30-Day Guarantee – If you no longer require your order, you can receive a refund [minus any shipping charges] for any items you return to us within 30 days of receipt of the items.
• If your order has not been processed/despatched yet, we can cancel your order for a full refund.
• If your order is missing, incomplete, or arrives damaged, please contact us and we will arrange a like-for-like replacement or issue a full refund for the affected item(s).
• We may request photographic evidence to support your claim—this helps us investigate, improve our packing processes, and resolve your case quickly.

Living Plants & Natural Variations

Most of our products are real, living plants. As such, they may change in size, colour, or appearance throughout the year. While we make every effort to ensure the imagery and descriptions on our website are accurate, seasonal and growth variations are natural.

If you’re unhappy with an item’s specification or condition, we will work with you to resolve the issue to your satisfaction—this may include requesting photos as part of the review process.

Refund Limitations

If a refund is provided, our liability is strictly limited to the value of your order, including:

• The cost of the product(s)
• The associated delivery charge

We are unable to cover any additional costs or consequential losses.

Need to Request a Refund?

If you believe you are eligible for a refund, please Send us a Message and provide:

• Your order number
• A description of the issue
• Photographic evidence (where possible)

We’ll review your request promptly and confirm the next steps.

Can you refund to a different card?

We are legally required to issue a refund via the original method of payment. 

If for any reason this is not possible, we will refund you by cheque, made payable to the account holder on our system.

How Long Does a Refund Take?

Once your refund has been approved, we aim to process it as quickly as possible.

• Card Payments – There is no specific timescale on how long a card refund takes to be issued. Refunds are usually returned to your original payment method within 15 days but can range from anywhere between 1 and 30 days depending on the bank/financial institution.
• PayPal – Refunds are typically visible in your PayPal account within 1–2 working days.
• Cheque Payments – If you paid by cheque, we will send your refund via cheque, which may take up to 10 days to arrive by post.

We’ll always notify you by email once your refund has been processed.

I Haven’t Received My Refund

If your refund has been approved but you haven’t received the money back within the stated timeframe, please:

1. Check your original payment method – Sometimes refunds appear as a reversal rather than a new transaction.
2. Allow for bank processing times – Some banks may take longer than our standard estimates.
3. Contact your bank or payment provider – They may be able to confirm if the refund is pending.
4. Cheques – If you have not received your cheque within the stated timeframe, you will need to contact us.

If you have followed the steps above and still haven’t received your refund, please Send us a Message and provide us with:

• Your order number
• Payment method used when ordering

We’ll be happy to investigate and resolve the issue for you.