Return Policy

This Return Policy sets out in detail your rights and our procedures for returns, refunds, and exchanges when you purchase indoor plants or related products from Thunmareueythea via the website thunmareueythea.world, by telephone, or by any other agreed means. We want you to be satisfied with your purchase and we are committed to handling returns fairly and in accordance with UK consumer law. Please read this policy carefully before placing an order and contact us if you have any questions. This policy applies in addition to our Terms of Use; in the event of any conflict between this Return Policy and your statutory rights under UK law, your statutory rights prevail.

Your Statutory Rights Under UK Consumer Law

When you buy as a consumer in the United Kingdom, you benefit from important legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (as amended). Nothing in this Return Policy is intended to reduce or replace those rights. The following is a summary of key statutory rights; the legislation itself is the authoritative source.

• Quality and fitness: Goods you buy must be of satisfactory quality, fit for purpose, and as described. If they are not, you may be entitled to a repair, replacement, or refund depending on the circumstances. For example, if goods are faulty at the time of delivery, you may reject them and claim a full refund within 30 days, or you may request a repair or replacement. After 30 days, your remedies may be subject to certain conditions (e.g. you may need to give us one opportunity to repair or replace before claiming a refund).
• Distance and off-premises contracts: If you bought at a distance (e.g. online or by phone) or away from our business premises, you generally have a right to cancel the contract within 14 days of the day on which you receive the goods (or the last item in a split delivery), without giving a reason. You then have a further 14 days from the day you inform us of your decision to cancel in which to send the goods back. We will refund you the price paid for the goods and the cost of standard delivery (if any) within 14 days of receiving the goods back or of you providing proof that you have sent them back, whichever is earlier. You are responsible for the cost of returning the goods unless we have agreed otherwise or the goods are faulty. We may make a deduction from the refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics, and functioning (we explain how this applies to plants below).
• Perishable goods: Certain types of goods are exempt from the right to cancel because of their nature. Perishable goods (including living plants) may be subject to such exemptions or to special rules. We set out our approach to returns of indoor plants in the sections that follow.

Indoor Plants as Perishable Goods

Indoor plants are living, perishable goods. Once delivered, their condition can change rapidly depending on the environment (light, temperature, humidity), the care they receive (watering, feeding), and how they are handled. This has important implications for returns and refunds.

• Inspection and notification: We ask you to inspect your plant as soon as reasonably possible after delivery (and in any event within 48 hours of receipt). If the plant has arrived damaged, diseased, infested with pests, or if it does not match the description or is not the product you ordered, you must notify us within 48 hours of delivery, providing your order number and clear photographs showing the issue. This allows us to assess the situation promptly and offer an appropriate remedy (replacement or refund, including delivery costs where applicable). Failure to notify us within this period may affect our ability to verify that the problem existed at the time of delivery and could limit the remedies we can offer.
• Change of mind and right to cancel: If you simply change your mind, you may still have a right to cancel under the Consumer Contracts Regulations within the 14-day cancellation period. However, we can only accept returns of plants that are in resalable condition. Once a plant has been watered, repotted, pruned, moved into different light or temperature conditions, or otherwise handled beyond what is necessary to establish its nature and condition, we may no longer be able to resell it. In such cases, we may deduct from your refund an amount that reflects the loss in value of the goods, or we may decline the return and ask you to keep the plant (in which case we will not be obliged to refund unless we agree otherwise). You must contact us before sending any plant back so that we can confirm whether a return is possible and provide you with instructions for packaging and return. Do not send plants back without our prior approval; we cannot accept unsolicited returns and we may not be able to receive or assess plants that arrive without prior arrangement.

Faulty, Damaged, or Incorrectly Supplied Plants

If your plant arrives with obvious damage (for example, broken or severely damaged stems or leaves, root damage, or signs of pest or disease that were present at the time of dispatch), or if the product does not match the description on our website or the order confirmation, or if we have sent the wrong product by error, please contact us within 48 hours of delivery with your order number and clear photographs. We will investigate and, where we accept that the goods were faulty, damaged, or incorrect at the time of supply, we will offer you a replacement or a full refund (including the cost of standard delivery to you and, where we ask you to return the plant, the cost of return). In some cases we may ask you to return the plant so that we can inspect it; we will cover the cost of return in such cases. Where return of the plant would be unreasonable (for example, due to its size, weight, or fragility), we may ask you to dispose of the plant and provide evidence of disposal (e.g. a photograph) instead of returning it, and we will still process your refund or replacement. We will not require you to return plants where the cost or logistics of return would be disproportionate. Any replacement will be sent at our expense. If you have already paid for the faulty or incorrect item, we will refund you within 14 days of our agreement to refund and of us receiving the returned goods (or of you providing proof of return or disposal, as applicable).

Step-by-Step: How to Request a Return, Refund, or Exchange

To request a return, refund, or exchange, please follow the steps below. We recommend that you keep copies of all correspondence and proof of postage.

• Step 1 – Contact us: Get in touch with us as soon as possible using the contact form on thunmareueythea.world, by email (using the contact details on our website), by telephone on +44 20 8880 7080, or by post to 270 Cambridge Heath Rd, London E2 9DA, United Kingdom. Please include: your full name; your order number (or the date of order and the email address or phone number used); the product(s) you wish to return and the reason (e.g. faulty, damaged on arrival, wrong item, change of mind); and, where relevant, clear photographs showing the issue. This information helps us process your request quickly.
• Step 2 – Our response: We will respond to your request (usually within one to three working days) and will tell you whether we can accept the return and, if so, what steps you need to take. If we accept the return, we will provide you with instructions for packaging and sending the plant back, and we will confirm whether you or we are responsible for the cost of return. Do not send any plant back until you have received our confirmation; we cannot guarantee that we will be able to process unsolicited returns or that the plant will survive the journey if we have not agreed the return in advance.
• Step 3 – Sending the product back (if applicable): If we have asked you to return the plant, please pack it securely to minimise the risk of damage in transit. We may provide specific packaging guidance. Use a trackable delivery service where possible and keep proof of postage. You are responsible for the cost of return unless we have agreed to cover it (for example, for faulty or incorrectly supplied goods). If you are returning goods under your right to cancel (change of mind), you will normally bear the cost of return.
• Step 4 – Our inspection and refund or replacement: Once we receive the returned product, we will inspect it to verify that it meets the conditions for return (e.g. resalable condition for change of mind, or confirmation of fault for faulty goods). We will then process your refund or send your replacement as agreed. Refunds will be made using the same payment method you used for the original purchase, unless we have agreed otherwise. We will process the refund within 14 days of the later of: (a) the day we receive the returned goods; or (b) the day you provide evidence that you have sent the goods back (where we have waived the requirement to return them); or (c) the day we agree to refund you (for example, where we have agreed that you may dispose of a faulty plant and we refund without return). Your bank or card provider may take additional time (typically three to 10 working days) to credit your account.

Refunds: Amount, Method, and Timing

Refunds will include the price you paid for the returned product(s). Where required by law or where we have agreed (for example, for faulty or incorrectly supplied goods), we will also refund the cost of standard delivery that you paid to receive the order. We do not refund the cost of express, next-day, or other premium delivery options unless we are at fault (e.g. we sent the wrong or faulty product). If you chose a premium delivery option and we are not at fault, we will refund only the equivalent of standard delivery. If we have agreed to cover the cost of return (e.g. for faulty goods), we will either reimburse you for the return cost or arrange collection at our expense. Refunds are processed within 14 days as set out above. We will refund using the same payment method you used for the original transaction (e.g. the same card or PayPal account). If the original payment method is no longer valid, we will contact you to arrange an alternative. We are not responsible for any delay or failure in the refund appearing in your account that is caused by your bank or card provider. If you have not received your refund within the expected time, please contact us and we will investigate.

Partial Refunds and Deductions

Where you are returning goods because you have changed your mind (right to cancel), we may deduct from the refund an amount that reflects any diminution in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. For indoor plants, this may include: watering or feeding beyond what was necessary to keep the plant alive for the purpose of inspection; repotting; pruning; or placing the plant in conditions that have caused deterioration. We will only make a deduction where we can demonstrate that the value has been reduced and we will inform you of any deduction before processing the refund. If you disagree with a deduction, you may contact us to discuss; we will act in good faith and in line with the law. For faulty or incorrectly supplied goods, we will not make any deduction and will refund the full price and applicable delivery costs as set out above.

Exchanges

If you would prefer to receive a different plant instead of a refund, please contact us and we will try to arrange an exchange where stock allows. Exchanges are subject to the same conditions as returns (for example, the plant you are returning must be in resalable condition if the return is due to change of mind). We will send the replacement product once we have received and checked the returned item, or we may agree alternative arrangements. Any difference in price between the original product and the replacement will be charged to you or refunded to you as appropriate. If the replacement is of lower value, we will refund the difference; if it is of higher value, we will ask you to pay the difference before dispatching the replacement.

When We May Not Accept a Return

Aside from the limits for perishable plants described above, we may refuse a return or refund in the following situations: the product has been substantially used, repotted, altered, or damaged after delivery due to your handling (other than what is necessary to establish nature and condition); the product has been kept for longer than the cancellation period without a valid claim; you have not contacted us within the timeframes set out in this policy (e.g. 48 hours for faulty or damaged goods); you have not followed the return procedure (e.g. you sent the product back without our prior approval); or the return request is abusive or made in bad faith. For custom or made-to-order arrangements (if we offer them), we will inform you at the time of order whether the product is non-refundable; if so, that will be clearly stated. We will always consider your statutory rights and will not refuse a return where the law requires us to accept it.

Disputes and Complaints

If you are not satisfied with our response to a return or refund request, you may contact us again and ask for your case to be reviewed. We will aim to resolve any dispute fairly and in line with this policy and your statutory rights. If we cannot resolve the matter, you may have the right to refer the dispute to an alternative dispute resolution (ADR) scheme or to bring a claim in the courts. If you are a consumer in the European Union, you may also use the European Commission's Online Dispute Resolution platform. Our contact details are set out below.

Contact Us

For any questions about returns, refunds, or exchanges, or to submit a return request, please contact Thunmareueythea at 270 Cambridge Heath Rd, London E2 9DA, United Kingdom, by telephone on +44 20 8880 7080, or via the contact form on thunmareueythea.ddd. We are here to help and will deal with your request in line with this Return Policy and your statutory rights under UK consumer law.