Refund policy
🔁 Returns & Refunds Policy
We want you to be happy with your purchase. If something isn't quite right, we're here to help.
📅 Returns
If you wish to return an eligible item, please contact us within 14 days of receiving your order.
Returned items must:
- Be unused and in their original condition.
- Be returned in suitable packaging to prevent damage during transit.
- Include your order details where possible.
Please note that this policy does not affect your statutory rights under UK consumer law.
🚫 Non-Returnable Items
The following items cannot normally be returned or cancelled once production has commenced:
- Custom-made products manufactured to a customer's specification.
- Personalised products.
- Made-to-measure products.
This does not affect your statutory rights if an item is faulty, not as described or otherwise does not meet the requirements of applicable consumer law.
📦 Return Process
To request a return, please contact us at:
Please include:
- Your order number.
- Your name.
- The reason for the return.
Customers are responsible for return postage costs unless the item is faulty, damaged or supplied in error.
We recommend using a tracked postal service, as Phantom Foliage cannot accept responsibility for returned parcels lost in transit.
💸 Refunds
Once your returned item has been received and inspected, any approved refund will be processed to your original payment method.
Refunds are typically processed within 5–10 working days, although the time taken for funds to appear may vary depending on your payment provider.
Original shipping charges are non-refundable unless the item is faulty or supplied in error.
⚠️ Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or you have received the wrong item, please contact us as soon as reasonably possible.
Where possible, please include photographs of the item and packaging so we can investigate and resolve the issue promptly.
🖤 Phantom Foliage Promise
Every product is thoughtfully designed and carefully made with a passion for plants.
If there's ever a genuine problem with your order, we'll always do our best to resolve it fairly and as quickly as possible. 🌿