At Planters Kit, we’re committed to making your gardening journey as smooth as our premium automatic watering systems. Whether you’re shopping for A-Z houseplants, cat-friendly products, or durable barbecues, we want you to be completely satisfied with every purchase.
Shipping Information
Order Processing Time
We carefully prepare each order like we would a delicate bonsai tree. All orders are processed within 1-2 business days (excluding weekends and holidays).
Shipping Methods
We offer two reliable shipping options to get your gardening essentials to you:
- Standard Shipping (£12.95):
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after dispatch
- Tracking included
- Free Shipping (Orders over £50):
- Carrier: EMS
- Delivery time: 15-25 business days after dispatch
- Tracking included
Note: We currently ship worldwide except to certain Asian countries and remote locations. Delivery times may vary depending on customs processing in your country.
Our Returns Promise
If your purchase doesn’t grow on you like one of our premium shrubs, we offer a simple 15-day return policy from the date of delivery.
Non-Returnable Items
To protect all our customers, we cannot accept returns on:
- Perishable goods (live plants including A-Z perennials, shrubs, bamboos & grasses)
- Personal care products for pets (opened cat food or used care products)
- Custom-cut items (specific lengths of connectors & accessories)
How to Return an Item
Our returns process is as easy as watering your plants with our automatic systems:
- Contact Us: Email [email protected] within 15 days of receiving your order using our Returns Request Template below.
- Pack Securely: Repackage the item in its original packaging (like we carefully package our bonsai trees).
- Ship Back: Send the package to our Cardiff address (provided in your return authorization email).
- Receive Refund: Once received and inspected, we’ll process your refund within 3-5 business days.
Returns Request Template
Subject: Return Request – [Order Number]
Dear Planters Kit Team,
I would like to return the following item(s) from my order #[Order Number]:
Product Name: [e.g., “Deluxe Barbecue Cover – Large”]
Reason for Return: [Please specify if defective, wrong item, or change of mind]
Preferred Resolution: [Refund / Exchange for
Fish Tank Accessories
I confirm the item is in its original condition with packaging intact.
Best regards,
[Your Full Name] [Your Contact Number]Refund Information
Your refund will be processed to your original payment method within 3-5 business days after we receive and inspect your return.
- Visa/MasterCard/JCB refunds typically appear in 5-7 business days
- PayPal refunds are usually instant once processed
- Original shipping fees are non-refundable (except for faulty items)
Exchanges
Need a different size barbecue cover or color of bug house? We’re happy to exchange most items:
- Follow the standard returns process above
- Clearly state your desired exchange item in your email
- We’ll ship your replacement once we receive the original item
For expedited exchanges, you may place a new order and return the original separately.
Damaged or Incorrect Items
If your conifers arrived damaged or you received children’s tools instead of cutting tools:
- Contact us within 48 hours of delivery with photos of the issue
- We’ll arrange a free return label if needed
- Receive a replacement or full refund including shipping costs
At Planters Kit, we stand behind our products as firmly as our bamboo supports hold up young plants. If you have any questions about returns, our Cardiff team is always happy to help at [email protected].