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Cancellations & Refunds

We understand that plans change. Because we sell living plants and made-to-order horticultural products, cancellations, returns, and refunds may be limited and are handled case-by-case in line with our Terms & Conditions.

Submit a request

Quick checklist

  • Submit delivery-related claims within 24 hours.
  • Include the order/invoice number, delivery date/time, description, and clear photos/videos of the item and packaging.
  • Wait for Scenescape’s written confirmation.

Policy overview

This page explains how Scenescape may handle order cancellations, return requests, and refund/replacement requests. The policy is designed to work alongside our Terms & Conditions. Where there is any difference, the Terms & Conditions will apply.

To avoid delays, please submit any request promptly through our contact page and wait for written confirmation before assuming a cancellation or refund has been accepted.

Order cancellations

Cancellations depend on the order status and the living/custom nature of the products you’ve purchased. Once an order has been processed, packed, dispatched, or prepared as a custom item, cancellation may not be possible unless Scenescape specifically agrees.

If you need to cancel, please contact us as soon as possible via the contact page with your order/invoice number and request details. We’ll review the request and reply with confirmation if the cancellation can be accepted.

Items that may not be returnable

As per our Terms & Conditions, certain categories are generally not eligible for returns or refunds unless Scenescape specifically agrees in writing:

  • Live plants
  • Custom orders
  • Rare plants
  • Imported plants
  • Project plants
  • Made-to-order planters
  • Opened soil/media/fertiliser/pesticide products
  • Discounted items

If you’re unsure whether your item falls into one of these categories, please submit a request through our contact page and we’ll advise after review.

When a refund or replacement may be considered

Refunds, replacements, or other remedies may be considered only for genuine cases, subject to evidence and verification, such as:

  • Wrong item received
  • Dead-on-arrival (DOA)
  • Major transit damage
  • Missing items from the package
  • Duplicate payment
  • Item unavailability (where an order cannot be fulfilled)

Normal transport stress in living plants (such as temporary droop, mild leaf yellowing, or minor cosmetic changes) is not automatically considered a defect.

How to submit a claim (within 24 hours)

Claims for dead-on-arrival, major transit damage, wrong items, or missing items must be submitted within 24 hours of delivery.

Please submit your request through our contact page and include:

  • Order/invoice number
  • Delivery date and time (as received)
  • A clear description of the issue
  • Clear photos and/or videos of the item(s), packaging, and shipping label (as applicable)

We may request additional information to verify the claim. Incomplete or late submissions may not be eligible for review.

Assessment and resolution

Once a claim is received, Scenescape will assess the evidence and verify the issue. If the claim is accepted, the outcome will be decided at Scenescape’s discretion and may include:

  • Replacement (subject to availability)
  • Partial credit
  • Store credit
  • Refund
  • Aftercare advice (especially for transport stress or acclimatisation issues)

Replacements are dependent on stock availability. Where an identical replacement is not available, we may discuss suitable alternatives.

Important notes

  • Please do not dispose of the item or packaging until your request has been reviewed and you receive written guidance from Scenescape.
  • Any cancellation, refund, replacement, or credit is provided only once you receive written confirmation from Scenescape.
  • This policy is intended to be read with our Terms & Conditions.