This Refund and Returns Policy explains how returns, refunds, damaged items, and order issues are handled at Pon Addict.
Pon Addict sells live plants and other plant related items. Because live plants are perishable and sensitive to shipping, some return rules are different depending on what you have purchased.
This policy does not affect your statutory rights.
Order Cancellations Before Dispatch
If you need to cancel an order, please contact me as soon as possible.
If your order has not yet been packed or dispatched, I may be able to cancel it and issue a refund.
If your order has already been dispatched, it cannot be cancelled while in transit.
Live Plants
Live plants are living, perishable items. For this reason, I cannot accept returns for live plants because of a change of mind.
Once a plant has left my care, it may be exposed to conditions outside my control, including postal delays, temperature changes, depot storage, missed deliveries, and handling during transit.
However, if a live plant arrives damaged, faulty, or significantly not as described, please contact me as soon as possible so the issue can be reviewed.
Normal Shipping Stress
Some shipping stress is normal with live plants and does not automatically mean the plant is damaged or faulty.
This may include:
- Minor leaf marks
- Slight drooping
- Older leaf yellowing
- Small cosmetic blemishes
- Temporary wilting after unpacking
- Minor substrate movement during transit
I pack plants carefully, but live plants are not static products. Cosmetic changes can happen during shipping, especially during cold, hot, or delayed transit.
Damaged or Problem Plant Orders
If your plant arrives damaged or there is a problem with your order, please contact me within 24 hours of delivery where possible.
Please include:
- Your order number
- Clear photos of the plant
- Clear photos of the packaging
- Clear photos of any damage
- A short description of the issue
Please do not throw away the packaging before the issue has been reviewed, as it may be needed for a Royal Mail claim.
Each case will be reviewed individually. Depending on the situation, the resolution may be a refund, partial refund, replacement where available, or another suitable solution.
Non Living Items
For non living items, you may request a return within 14 days of receiving your order.
After notifying me, you then have another 14 days to return the item.
To be eligible for a return, the item must be:
- Unused
- In its original condition
- In its original packaging where applicable
- Returned safely and securely packaged
Return postage is the customer’s responsibility unless the item is faulty, damaged, or incorrect.
Refunds for eligible returned items will be processed once the item has been received and checked.
Faulty, Damaged, or Incorrect Non Living Items
If a non living item arrives faulty, damaged, or incorrect, please contact me as soon as possible.
Please include:
- Your order number
- Clear photos of the item
- Clear photos of the packaging
- A short description of the issue
If the issue is confirmed, I will arrange an appropriate resolution. This may include a refund, replacement, or another suitable option depending on the item and situation.
Return Postage
For change of mind returns on eligible non living items, the customer is responsible for return postage.
For faulty, damaged, or incorrect items, return postage will be handled in line with your statutory rights.
I recommend using a tracked service for any returned item, as I cannot refund items that are lost during return shipping.
Refunds
Approved refunds will be issued to the original payment method.
Refunds are usually processed after the returned item has been received and checked, or after an issue has been reviewed and confirmed.
Original delivery charges may not be refunded for partial returns unless required by law or agreed as part of the resolution.
Delivery Issues
Pon Addict uses Royal Mail for standard shipping.
Once an order has been handed over to Royal Mail, delivery times and parcel handling are outside my direct control.
Pon Addict is not responsible for issues caused by:
- Incorrect delivery details provided at checkout
- Missed deliveries
- Parcels left uncollected from a depot or collection point
- Delays caused by Royal Mail
- Weather exposure after delivery
- Damage caused after delivery
- Failure to unpack live plants promptly after delivery
If a parcel is delayed or appears lost, please contact me and I will do what I reasonably can to help investigate.
Incorrect Address
Please check your delivery address carefully before placing an order.
Pon Addict is not responsible for orders sent to an incorrect address provided by the customer.
If an order is returned because the address was incorrect, incomplete, or the parcel was not collected, any refund or re-shipping option will be reviewed case by case.
For live plants, refunds may not be possible if the plant is returned in poor condition due to failed delivery or non collection.
Exchanges
Exchanges are not guaranteed.
For live plants, replacements are only possible if suitable stock is available.
If a replacement is not available, another resolution may be offered where appropriate.
Contact
If you need help with a return, refund, damaged order, or delivery issue, please contact me through the shop contact form or message me on Instagram.