Returns & Replacements

Every plant we ship is carefully packed by our warehouse team to arrive in great condition. But we know things don't always go to plan in transit. If a plant arrives damaged or in poor condition, we'll replace it or refund you — no quibbles.

Send us clear photos within 2 days of delivery and we'll take care of the rest.

• ✓ Plants damaged during transit — broken stems, crushed foliage, pot damage, severe wilting
• ✓ Wrong item received — we send the correct plant at no extra charge
• ✓ Missing items from your order — we ship what's missing promptly
• ✓ Failed delivery due to our error — we re-ship at our expense

Plants are living things, and some natural variation is part of the deal. To keep things fair, here's what falls outside our replacement promise:

• — Minor leaf bends or small imperfections from natural growth
• — A small amount of loose soil in the box — this is normal with live plant shipping
• — Natural variation in size, colour, or leaf shape from the product photo
• — Delivery issues caused by incorrect address details or no safe place to leave the parcel
• — Plant health issues reported more than 14 days after delivery (these are typically care-related)

Live plants are perishable goods. Under EU consumer protection law (Directive 2011/83/EU, Article 16(d)), perishable items are exempt from the standard 14-day right of withdrawal that applies to most online purchases.

What this means in practice: you cannot cancel an order for a live plant once it has been dispatched, and standard change-of-mind returns do not apply. If a plant is not as described or arrives in poor condition, our Healthy Arrival Promise above still applies in full — we just can't accept returns because you changed your mind.

Non-plant items (pots, accessories, tools) are subject to the standard 14-day cancellation right. If you'd like to return one of these, please email us at hello@officeroots.com.

A few simple steps to make sure your plants settle in well:

1. 1

   Unbox promptly

   Don't leave plants boxed up. Unpack them as soon as they arrive and give them a light watering if the soil feels dry.

2. 2

   Check plant health

   Inspect leaves, stems, and soil. A little travel stress is normal — most plants perk up within 24-48 hours in their new spot.

3. 3

   Take photos if something's wrong

   If you spot damage, photograph the plant, the pot, and the packaging. This helps us resolve things quickly.

4. 4

   Get in touch within 2 days

   Email your photos and order number to hello@officeroots.com. We'll arrange a replacement or refund within 3-5 working days.