Last updated: August 8, 2026

At PlantKeep, we want you to be satisfied with your purchase. This Refund Policy explains how returns, cancellations and refunds are handled for orders placed through https://plantkeep.shop/.

This policy is in addition to, and does not limit, any rights you have under applicable consumer law.

1. 30-Day Return Policy

You may request a return within 30 days of receiving your order.

For a change-of-mind return made under our voluntary 30-day policy, the item must:

• be unused, uninstalled and in the same condition in which you received it;

• include its original packaging, manuals, accessories, parts and any free items supplied with it; and

• be accompanied by your order number, receipt or other proof of purchase.

Different conditions may apply where you exercise a statutory cancellation right. During the statutory cancellation period, you may inspect an item in the same way you reasonably could in a shop. We may reduce the refund only where permitted by law if handling beyond what is necessary has reduced the item's value.

2. UK Right to Cancel an Online Order

If you are a UK consumer, you normally have the right to cancel an online order without giving a reason by notifying us within 14 days after receiving the goods. After notifying us, you normally have a further 14 days to send the goods back.

To exercise this right, email contact@plantkeep.shop with a clear statement that you wish to cancel, together with your name and order number.

Where the statutory right to cancel applies, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for express, premium or other upgraded delivery is not refundable unless required by law.

The statutory right to cancel may not apply to certain products, including personalised or custom-made goods, sealed goods that are not suitable for return for health or hygiene reasons once unsealed, and sealed computer software once unsealed. These exceptions do not apply where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

3. How to Start a Return

Before sending an item back, contact us at contact@plantkeep.shop and provide:

• your full name and order number;

• the product you wish to return;

• the reason for the return; and

• clear photographs or video if the item is damaged, faulty or incorrect.

If the return is eligible, we will send you return instructions. Please do not send a return to an address other than the address confirmed in our instructions, as this may delay processing.

Unless we tell you otherwise, the return address is:

PlantKeep
1 Ashchurch Grove
London, W12 9BT
United Kingdom

4. Return Shipping Costs

For change-of-mind returns, you are responsible for the direct cost of returning the item, unless we agree otherwise or applicable law requires us to pay.

If the item is faulty, damaged on arrival, misdescribed or incorrect, PlantKeep will cover reasonable return costs or provide an appropriate return method.

We recommend using a trackable delivery service and keeping your proof of postage until your return has been completed.

5. Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact us as soon as possible—ideally within 48 hours—at contact@plantkeep.shop, and include your order number and clear photographs of the item and packaging.

The 48-hour request helps us investigate delivery issues quickly but does not reduce or replace your statutory consumer rights. Depending on the circumstances and your legal rights, we may offer a refund, repair or replacement.

6. Items Not Eligible for a Voluntary Change-of-Mind Return

Where permitted by law, our voluntary 30-day change-of-mind policy does not cover:

• personalised or custom-made products;

• sealed health or hygiene-sensitive products once the seal has been broken;

• sealed computer software once opened;

• digital products once supply has begun with the required consent;

• gift cards; or

• items damaged through misuse, accidental damage, improper installation, unauthorised repair or normal wear and tear.

This section does not remove any legal remedy available for faulty, damaged, misdescribed or incorrect goods.

7. Refund Process

Once we receive and inspect your return, we will notify you whether the refund has been approved and whether any lawful deduction applies.

If approved, we aim to issue the refund within 5–7 business days to your original payment method. Where applicable law sets a shorter or specific deadline, we will comply with that deadline. For UK statutory cancellations, refunds will be issued no later than 14 days after we receive the returned goods or acceptable evidence that they were sent back, as applicable.

Your bank, card issuer or payment provider may require additional time to display the refund in your account. PlantKeep does not charge a refund fee.

8. Exchanges

If you want a different product, model or colour, contact us first. Where an exchange is not available, the quickest option may be to return the eligible item and place a new order.

9. Order Cancellations Before Dispatch

If you want to cancel an order before it has been dispatched, contact us as soon as possible. We will try to stop the shipment, but we cannot guarantee cancellation once fulfilment has begun. If the order has already been dispatched, the return rules above will apply.

10. Contact Us

For questions about a return, cancellation or refund, contact:

PlantKeep
Email: contact@plantkeep.shop
Phone: +44 7735 310994
Address: 1 Ashchurch Grove, London, W12 9BT, United Kingdom
Website: https://plantkeep.shop/