At Hugo & Green, we want you to be happy with your purchase. We also know that plants are living things, and sometimes things don't go quite to plan. Here's how returns and refunds work when you shop with us online.
14 days
To cancel most non-living items, from the day after you receive your order.
24 hours
Ideally, tell us within 24 hours of delivery and send photos.
Brighton
Bring eligible online orders to our shop at 3 Hanningtons Lane during opening hours.
We understand that sometimes a purchase isn't quite right.
For most non-living products purchased online, you have 14 days from the day after you receive your order to tell us you wish to cancel. You then have a further 14 days to return the item.
Please take reasonable care of the item and return it in its original packaging where possible. You can handle an item as you reasonably would in a shop to check what it is and whether it meets your needs. If you handle it beyond what is necessary and its value is reduced, we may be entitled to make a deduction from your refund.
Plants need a little extra consideration, but we don't automatically treat every plant or living terrarium as exempt from change-of-mind cancellations.
Consumer law provides an exception for certain goods liable to deteriorate or expire rapidly. Whether that exception applies depends on the nature of the particular product. Where it does apply, the usual online cancellation right may not be available.
If you would like to return a plant or living terrarium because you've changed your mind, please contact us first and we'll explain the options available for your item.
This does not affect your rights if a product arrives faulty, damaged or not as described.
No two plants are exactly alike. Size, shape, colour, leaf patterns and the number of leaves can naturally vary. Handmade terrariums may also differ slightly from their photographs.
We aim to describe our products as accurately as possible, including the plant type, approximate size and pot size where relevant. Natural variation alone does not necessarily mean an item is faulty or not as described.
A leaf may occasionally become marked, bent or drop during transit. Minor cosmetic damage does not automatically mean a plant is faulty, but if you're concerned about its condition, please get in touch so we can assess it.
Plants can also respond to changes in light, temperature, watering and humidity after arriving in their new home. If you need help with plant care, contact us and we'll do our best to advise. We'll consider the circumstances of any plant problem fairly, without affecting your statutory rights.
Please contact us before sending an item back so we can explain the next steps.
Email: hiya@hugoandgreen.com
Post or in-store returns:
Hugo & Green
3 Hanningtons Lane
Brighton
BN1 1GS
For eligible change-of-mind returns, you are responsible for the return postage cost. We recommend using a tracked service and keeping your proof of postage.
If an item is faulty, damaged or incorrectly supplied, we'll cover the appropriate return costs in line with your statutory rights. Please contact us first so we can arrange this with you.
Eligible online purchases can also be returned to our Brighton shop during normal opening hours.
Please bring your item in its original packaging, where possible, along with your order confirmation or other proof of purchase. Our team will assess whether the return is eligible for a refund and arrange the refund as soon as possible.
Although we'll process an approved refund promptly, it may take a little time for the money to appear in your account, depending on your payment provider or bank.
Where a refund is due, we'll normally issue it to your original payment method.
For eligible change-of-mind cancellations, we'll refund you within the time required by law. We may wait until the goods have been returned or you have provided evidence that you've sent them back, where permitted.
If a product is faulty, damaged or not as described, we'll explain the available options and handle any refund in accordance with your statutory rights.
We assess problems individually and aim to resolve them fairly. We cannot refuse a refund or another remedy where the law says you're entitled to one.
Please remember that your bank or payment provider may take additional time to process a refund once we have issued it.
The same statutory consumer rights apply to sale items as to full-price products. A reduced price does not remove your rights if something is faulty or not as described.
We do not currently offer bespoke or personalised products through our online shop. If this changes, we'll explain any relevant terms before you place an order.
Nothing in this policy affects your legal rights under UK consumer law. Depending on the circumstances, these may include the right to cancel an eligible online purchase, a refund, a repair or a replacement.
If you have any questions about a return or refund, please get in touch. We're happy to help.
