Refund policy
We want you to feel confident ordering from Edenmere.
Because we sell live aquatic plants and molluscs, some parts of our policy work differently from standard retail. These are living, perishable products, and they need to be handled quickly and carefully. If there is a genuine problem, we will always review it carefully and fairly.
1. Order Cut-Off and Cancelling an Order
Order cut-off is at 11pm and orders are sent to each nursery; picking, preparation and packing may start as soon the following morning. There is therefore a limited time for you to be able to cancel an order.
If your order has not yet been prepared or called off from the nursery, we will cancel it and refund it in full.
Once live plants or molluscs have been prepared for dispatch, we are usually unable to cancel the order. This is because they are perishable and may already be in the nursery packing and dispatch process.
If you need to cancel an order, please contact us as soon as possible using the form on our Contact page and include your order number.
If your request is urgent, you may also call us on 01865 537277.
2. Live Plants and Molluscs
Live plants and molluscs are not suitable for routine returns in the same way as standard retail goods.
For nursery health, animal welfare, and environmental biosecurity reasons, they must not be returned unless we have agreed this with you in writing first.
This means that if you simply change your mind after they have been prepared for dispatch, we will not normally be able to accept a return.
3. If There Is a Problem on Arrival
If you believe your live plants or molluscs have arrived in poor condition, are incorrect, or there is another genuine issue, please contact us within 24 hours of delivery.
Please use the form on our Contact page and include:
- your order number
- clear photographs of the items and packaging
- a short description of the issue
If the matter is urgent, you may also call us on 01865 537277.
Our Customer Services opening hours are Monday to Friday 09.00 - 17.00
We aim to respond as quickly as possible, usually within 1 working day.
In many cases, we will assess the issue from your photographs and order details, so you will not normally need to return live plants or molluscs to us.
If we agree that there is a genuine issue, we will provide an appropriate remedy. Depending on the circumstances, this may include a replacement, refund, or partial refund where appropriate.
Minor soil movement, temporary flattening in transit, slight leaf damage, and natural variation in size, foliage, flowering stage, or colour can all be normal for live plants. Some plants may also establish more slowly depending on the season and growing conditions.
4. Non-Plant Items
If you have ordered a non-plant item such as a basket, tool, liner, or other accessory, you may return it within 14 days of delivery, provided it is unused and in its original condition.
Please contact us first using the form on our Contact page before returning any non-plant item.
Unless the item is faulty or incorrect, return postage costs are the customer’s responsibility.
If a non-plant item is faulty or incorrect, we will review the issue and, where appropriate, offer a replacement, refund, or another suitable remedy.
5. If We Ask You to Return Something
Please do not send anything back unless we have confirmed this with you in writing first.
Please do not send any item to our registered office.
If we agree that a return is needed, we will send you return instructions in writing, including the specific return address to use.
We will only accept returns sent to the address provided in the return authorisation.
Where live plants or molluscs do need to be returned, this is because they need to go back to the dispatching nursery, which is equipped to receive and care for them properly.
If we authorise a return, we may ask you to:
- package the item carefully
- include your order number or return reference
- send it to the address we provide
For live plants or molluscs, return instructions will only be given where we specifically agree that a return is appropriate.
6. Refunds
Refunds are made to the original payment method used at checkout.
Where returned goods are involved, refunds are normally processed within 14 days of receiving the goods back or receiving evidence that they have been returned, as applicable.
Depending on your bank or payment provider, it may take a few additional working days for the funds to appear in your account.
For delivery timing, split shipments and tracking, please also see our Shipping Policy. For payment timing and refund-method information, please also see our Payments Policy.
7. Contact Us
If you need help with an order, please use the form on our Contact page.
If the matter is urgent, you may also call us on 01865 537277.
Please include your order number and, where relevant, photographs, so that we can help you as quickly as possible.
Our Customer Services opening hours are Monday to Friday 09.00 - 17.00
Nothing in this policy affects your statutory rights.
8. Business details
Edenmere is a trading name of Solilium Ltd, a company registered in England and Wales.
Company No. 16810551
Registered office: 128 City Road, London EC1V 2NX, United Kingdom
Customer enquiries: please use the form on our Contact page
Phone: 01865 537277