At Terra Bloom, we want you to be completely delighted with your purchase, just as you are with your blossoming garden. We understand that sometimes an item may not be quite right. Our returns and exchanges policy is designed to be as straightforward and stress-free as your shopping experience with us.

Returns & Exchanges Timeframe

We are happy to accept returns or exchanges for most items within 15 days of you receiving your order.

Please Note: To be eligible for a return or exchange, your item must be unused, in its original packaging, and in the same condition that you received it. You will also need the original proof of purchase.

The Returns & Exchanges Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us: Please email our customer care team at [email protected] within the 15-day window to request a Return Merchandise Authorisation (RMA) number. Include your order number and details about the product you wish to return or exchange.
  2. Wait for Instructions: We will email you the RMA number along with detailed instructions on how and where to send your package. Please do not send anything back without an RMA number, as we cannot process unauthorised returns.
  3. Pack and Ship: Securely pack the item(s) in its original packaging, include a copy of your order confirmation, and clearly write the RMA number on the outside of the box. Ship the package to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item delivered).
  4. Inspection and Processing: Once we receive your return, our team will inspect the item. Upon approval, we will process your exchange or refund within 3-5 business days.

Non-Returnable Items

To ensure the health and quality of our living products, the following items are final sale and cannot be returned or exchanged:

  • Living Plants & Hedges: All items from the ‘Alpine & Rockery’, ‘Bedding & Patio Plants’, ‘Climbers & Wall Shrubs’, ‘Cottage Garden’, ‘Garden Plants’, ‘Growing From Seeds & Cuttings’, ‘Herbs & Fruit’, ‘Indoor Plants & Pots’, ‘Instant Impact’, and ‘Living Screens & Hedges’ categories are perishable and therefore exempt from returns for reasons of plant health and biosecurity.
  • Used or Damaged Goods: Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.

Refunds (If Applicable)

After your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

Please remember that your bank or credit card company may take additional time to process and post the refund to your account, which is beyond our control.

Please note: The original cost of Standard Shipping (£12.95) is non-refundable. For orders that qualified for Free Shipping, the cost of the return shipping will be deducted from the refund amount.

Exchanges (If Applicable)

We only replace items if they are defective or damaged upon delivery. If you need to exchange it for the same item, please contact us at [email protected] and follow the returns process outlined above.

Return Shipping Address

Please wait for us to provide you with the specific returns address after you contact us. Our returns facility is separate from our main shop address.

Contact Us for Returns

To start your return, please contact our friendly customer service team. Use the email template below to ensure you provide all the necessary information for a swift resolution.

Email Request Template

Copy and paste the text below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Terra Bloom Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Your Order Number] Product Name: [Name of the product] Reason for Return/Exchange: [Please specify the reason] Could you please provide me with an RMA number and the returns instructions? Thank you for your help. Kind regards, [Your Full Name]

We are here to help you create your perfect garden sanctuary. Thank you for shopping with Terra Bloom.