Returns & Refunds

At The Green East, we take great pride in the journey our plants and pots make to your Belfast home or office. Each item is thoroughly inspected and carefully packaged to ensure it arrives in excellent condition ready to enrich your space.

If you experience any issues with your order, rest assured we are committed to resolving them fairly and reasonably. We kindly ask that you inspect your delivery upon arrival and contact us with any concerns before arranging a return.

The process for returns and refunds may vary depending on the type of item you’ve ordered. Our team is happy to guide you through the steps to ensure a smooth return.

To begin the process, please get in touch via email at plants@thegreeneast.co.uk or use the Contact Us form on our website.

Returns Address:
The Green East Ltd

Banana Block, Portview Trade Centre

310 Newtownards Rd, Belfast, BT4 3NB

 

Returning Our Plants

In the rare instance that your plants arrive in poor condition or have sustained significant transit damage that renders them unlikely to recover, please notify us immediately, including clear photographs of the issue on arrival. To ensure a smooth process:

  • Do not repot or prune the plants before contacting us.
  • We require prior communication and approval for all plant returns.
  • Digital photographs may be requested to help us assess the condition.

Plants must be returned in their original, specialist packaging, which is designed to prevent transit damage. We cannot accept returns without this packaging due to the risk of further harm during return transit. Please retain all packaging until you are completely satisfied with your plants.

We kindly ask for your understanding that:

  • Plant sizes are approximate and for guidance only.
  • Natural variations in size, shape, and colour are expected.
  • Quoted plant heights include the stem, foliage, and grow pot depth.
  • Minor leaf loss during transit is not unusual and not generally a cause for concern.

 

 

 

If You’re Dissatisfied

If you're unhappy with your plants for any reason, you may return them within 7 days of delivery for a refund or replacement, provided they:

  • Are returned in their original packaging
  • Have not been repotted or significantly altered

We’re happy to assist with return arrangements and can provide repacking guidance.

  • If your plants have arrived damaged beyond recovery or you have received the wrong plants, we will arrange the return at our expense.
  • If you have changed your mind, you may return the plants within 7 days at your own cost (excluding Special Order and Made to Order items). A full refund for the cost of the plants will be issued once they are returned in their original condition.
  • Please note: delivery charges are non-refundable for change-of-mind returns.

Our 7-day returns policy does not apply to plants that have been repotted or removed from their original grow pots. We are unable to accept returns or issue refunds for these items.

Special Order & Made to Order Plants

Please be aware that statutory cancellation rights do not apply to perishable goods, including plants.

  • Orders for large specimen plants and HydroCare plants are non-cancellable and non-returnable if you change your mind, as they are specifically sourced and classed as perishable. These are clearly marked “Special Order:”on our website.
  • Similarly, plant displays (live or artificial) are bespoke, assembled to order using sourced plants and containers. These “Made to Order:” items are excluded from cancellation and return rights due to their custom and perishable nature.

 

Returning Non-Perishable Items (e.g. Pots & Planters)

If you change your mind:

  • You may return eligible non-perishable items within 28 days.
  • You must notify us within 14 days of receiving your order via the Contact Us form.
  • Following this, you have an additional 14 days to return the item(s) to us.

Returned items must be:

  • Unused and in a resalable condition
  • In original packaging, including tags, labels, and any accessories

 

Important packaging notes:

  • Use adequate cushioning for fragile items.
  • Items returned damaged due to poor packaging cannot be refunded.
  • For planters and pots, we recommend:
    • Double-walled outer boxes
    • Heavy-duty bubble wrap or stiff paper for internal protection
    • Avoid relying solely on reused crimped paper

Large items delivered by pallet service must be returned in the same way:

  • Items must be securely strapped and wrapped to the pallet
  • Include adequate bracing and cushioning to prevent breakage

Return shipping costs are your responsibility, and returns are made at your own risk. We advise using a tracked service for peace of mind, especially for fragile goods. Please note most couriers do not insure live plants or fragile items for damage in transit.

Once your return is received and inspected, we will issue your refund within 5 working days.

If you return your entire order, we will also refund the basic delivery charge (based on the least expensive delivery method available at the time of ordering).

 

Cancellations

To cancel an order, email [email address removed] with your order details or use our Contact Us form.

Please note:

  • Items marked "Made to Order" cannot be cancelled.
  • Cancellation fees may apply for perishable items or plants sourced on your behalf (typically marked “Item delivery: 1–2 weeks”).
  • Orders cancelled after dispatch may incur additional fees.

 

 

Exchanges

We do not offer direct exchanges. To exchange an item:

  • Return it for a refund.
  • Place a new order for the item you would like instead.

Business Orders

Orders placed on behalf of a business with a value over £200 are:

  • Non-cancellable and non-returnable due to change of mind
  • All issues must be reported within 24 hours of receipt
  • Returns require prior authorisation

Statutory Rights

Nothing in this policy affects your statutory rights. For full details, please see our Terms & Conditions.