Refund policy

HackMyPlant

We want you to be happy with your order and confident buying from HackMyPlant. Because we sell live plants and specialist tissue culture supplies, returns and refunds work a little differently depending on what you’ve purchased.

Please read the sections below carefully.

1. Live Plants & Tissue Culture Plants

Live plants and tissue culture (TC) plants are perishable goods and are therefore exempt from the 14-day cooling-off period under UK consumer law.

Returns

We do not accept returns for live plants or tissue culture plants once they have been dispatched.

Damaged or Incorrect Items

If your plant arrives damaged, dead on arrival, or incorrect, please contact us within 24 hours of delivery with:

  • Clear photos/videos of the plant

  • Photos of the original packaging

  • Your order number

  • We encourage customers to video unboxing of live plants for evidential purposes.

If the issue is confirmed, we will offer a replacement or refund, at our discretion.

⚠️ Claims made after 24 hours may not be accepted, as plant condition can change rapidly after delivery.

2. Pre-Orders & Imported TC Plants

Some plants are sold as pre-orders or imported tissue culture plants.

  • Estimated arrival dates are not guaranteed

  • Delays may occur due to shipping, customs, or weather conditions

  • Pre-orders are final sale unless the plant cannot be supplied

If we are unable to fulfil your pre-order, a full refund will be issued.

3. Tissue Culture Supplies (Media, PGRs, Agar, Kits)

Many TC supplies are made to order or mixed fresh (for example: PGR solutions, media mixes, or customised kits).

Because of this:

  • TC supplies are non-returnable

  • We do not accepted returns for:

    • Change of mind

    • Incorrect ordering

    • User error

    • Results not meeting expectations

This complies with UK law for custom-made or personalised goods.

Faulty or Incorrect Supplies

If you believe a TC supply item is faulty or incorrect, please contact us within 48 hours of delivery so we can investigate.

4. No Guarantee of Results

Tissue culture and plant growth involve natural biological variation.

While we take care to supply high-quality products:

  • We cannot guarantee growth outcomes

  • We cannot guarantee sterility beyond dispatch

  • Results depend on user technique, environment, and handling

This does not affect your statutory rights if a product is faulty or misdescribed.

5. Refund Method

Approved refunds will be issued to the original payment method used at checkout.

Shipping costs are non-refundable, unless the issue was caused by us.

6. Your Statutory Rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015.

Questions?

If you’re unsure about anything before ordering, please contact us first — we’re always happy to help.

📧 hello@hackmyplant.co.uk

🌱 HackMyPlant