Refund policy

If something we sell you is faulty, we will put it right. If you ordered online, by phone or by email, you can change your mind within 14 days of receiving your order. And if we plant and maintain your plants for you, we guarantee they will establish for 12 months. The details are below.

If something is wrong with your order

Under the Consumer Rights Act 2022, everything we sell must match its description, be of satisfactory quality and be fit for its purpose. For a plant, that means it arrives healthy, free from significant pests and disease, true to its name and of the size described, with a plant passport where the law requires one.

If it is not, you have the following rights. Within 30 days of receiving it, you can reject it and get a full refund. Alternatively, or after 30 days, you can ask us to repair or replace it. If a replacement is not possible or does not solve the problem, you are entitled to a price reduction or a full refund.

These rights last for six years from delivery. If a fault shows up in the first 12 months, the law presumes it was there when you received the item unless we can show otherwise. Plants are living things, and a plant that fails because of how it was watered, planted or cared for after delivery is not faulty. Within the first year, though, it is up to us to show that, not up to you to prove the opposite.

Where an item is faulty, we will collect it or pay the cost of returning it, and refund any delivery charge you paid for it. Please tell us as soon as you notice a problem, with photographs if you can, so that we can help quickly.

Changing your mind on an online, phone or email order

If you buy from us without coming to the nursery, you have 14 days to cancel for any reason. The 14 days start on the day you, or someone you name, receive the goods. If your order arrives in several deliveries, they start on the day the last item arrives. You can cancel at any time from placing the order. This right also covers plants we order in from our growers for you.

To cancel, use the Cancel contract here link at the foot of every page of our website, email sales@theplantcollector.com, or use the model cancellation form at the end of this page. Any clear statement that you want to cancel is enough. We will confirm receipt by email.

You must return the goods within 14 days of telling us you are cancelling. Smaller plants and products can be brought back to the nursery or sent to us by courier. Mature trees and large plants cannot be posted. If you would like us to collect them, our charge is the same as the delivery charge shown in our Shipping Policy for that item and address.

We will refund the price of the goods and our standard delivery charge within 14 days of hearing from you. If you chose a more expensive delivery service than our standard one, we refund only the standard charge. We may wait to refund until we have the goods back, or until you show us they are on their way. Unless we have agreed to collect at our own cost, you pay the direct cost of returning them.

You are welcome to look at and handle plants as you would in the nursery. Until you return them, please keep them watered and in their containers. If a plant is removed from its pot, planted, pruned or allowed to deteriorate, we may reduce your refund by the loss in value, which may be the full price if the plant can no longer be sold.

You cannot cancel goods that we have made or altered to your own specification, such as bespoke planters or topiary shaped to your instructions; goods that deteriorate rapidly, such as cut flowers and cut foliage; or products like loose compost and topsoil once they have been mixed into your ground.

If you book a service online, such as a consultation, you also have 14 days to cancel. If you ask us to provide the service within those 14 days and then cancel, you pay for the part already provided. Once the service has been fully provided at your request, you can no longer cancel it.

Changing your mind on something bought in the nursery

The law does not give a right to return items bought in person simply because you have changed your mind. We offer one anyway.

Pots, furniture, tools, lighting and other non-living products can be returned within 30 days for a full refund, provided they are unused, in their original condition and packaging, and you have your receipt. Compost and soil must be in unopened bags.

Plants are living products, so we cannot take back plants bought in the nursery because you have changed your mind. Your rights if a plant is faulty, set out above, always apply.

Our 12-month establishment guarantee

When we supply and plant your trees and plants, and maintain them under one of our maintenance agreements, we guarantee that they will establish. If any plant we supplied, planted and maintained dies or fails to establish within 12 months of planting, we will replace it with the same plant, or an equivalent you approve, and replant it free of charge.

The guarantee depends on the maintenance agreement being in place for the full 12 months, and on you following any watering instructions we give you between our visits. It does not cover damage from animals, vandalism, accidents, building or drainage works, plants moved after planting, or extreme weather outside the normal range for the plant, such as severe drought during a watering ban or frost below the plant’s hardiness rating.

To claim, email sales@theplantcollector.com within the 12 months with your order number and photographs. We may visit to assess the plant, and we will tell you our decision and the reasons within 10 working days. Please tell us as soon as you see a plant struggling, as early advice often saves it.

This guarantee is given by The Plant Collector Limited, at the address below. It applies to planting within the Republic of Ireland. It is in addition to your rights under the Consumer Rights Act 2022 and does not affect them.

For plants you plant yourself, or plants we plant but do not maintain, your rights for faulty goods described above apply. Ask us about a maintenance agreement if you would like the guarantee.

Cancelling an order before it leaves us

You can cancel an order placed in the nursery at any time before we have ordered it in or prepared it, and we will refund you in full.

A 50% deposit reserves stock for you for 14 days, and we take a deposit when we order plants from a grower specifically for you. In either case you can still cancel. We will refund your deposit less any costs we have actually incurred that we cannot recover, such as a grower’s charge for plants that cannot be returned. We will show you those costs in writing.

Online, phone and email orders can be cancelled at any time before delivery under the 14-day rules above.

Consultations and Project Centre sessions

You can rearrange or cancel a consultation or Project Centre session free of charge with at least 48 hours’ notice, and we will refund any fee paid. With less notice, or if you do not attend, we may keep the fee. The 14-day right for online bookings described above also applies.

Garden design and landscape build work is provided by Outlook Gardens Limited under its own written contract, which sets out its own cancellation terms.

Gift cards

Gift cards are valid for at least five years from the date of purchase and can be used in the nursery and online. They cannot be exchanged for cash. If you bought a gift card online and it has not been used, you can cancel it within 14 days of purchase for a full refund.

How we refund you

We refund to the payment method you used, at no charge to you. Klarna purchases are refunded through Klarna, which will adjust your payment plan. Once we have processed a refund, your bank may take a few further working days to show it.

Trade and business customers

The consumer rights on this page apply to people buying for their own use. Trade and business customers should check goods on delivery and note any problem on the delivery docket. Returns on trade accounts are by agreement under your trade account terms.

Questions and complaints

Email sales@theplantcollector.com or call +353 1 437 0916, and we will reply within five working days. If we cannot resolve your complaint, you can contact the Competition and Consumer Protection Commission at ccpc.ie, or use the Small Claims procedure of the District Court for claims up to €2,000.

The Plant Collector Limited, registered in Ireland, company number 720366, Stacumny, Celbridge, Co. Kildare, W23 HN6Y. Last updated 7 October 2026.

Model cancellation form

Complete and return this form only if you wish to cancel your contract.

To: The Plant Collector Limited, Stacumny, Celbridge, Co. Kildare, W23 HN6Y. Email: sales@theplantcollector.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service: ____________________________

Ordered on ______________ / Received on ______________

Name of consumer(s): ____________________________

Address of consumer(s): ____________________________

Signature of consumer(s) (only if this form is sent on paper): ____________________

Date: ______________