Returns & Refunds

Returning an Item

We hope you'll be delighted with your purchase. However, if you change your mind, you may return most unused items within 14 days of receiving your order.

Before returning any item, please contact us so we can provide the correct return instructions.

Change of Mind Returns

If you wish to return an item because you have changed your mind:

The item must be unused and in its original condition.
Where possible, the product should be returned in its original packaging.
Customers are responsible for the cost of returning unwanted items.
We recommend using a tracked delivery service, as we cannot accept responsibility for items lost during return transit.

Please ensure your return is securely packaged, as products damaged during return delivery may not be eligible for a full refund.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or you receive the wrong item, please notify us within 24 hours of delivery by emailing office@growbeneath.co.uk.

To help us investigate your claim as quickly as possible, please include:

your order number
a description of the issue
clear photographs of the product
photographs of the outer packaging and shipping label (where applicable)

Once the issue has been verified, we will arrange an appropriate resolution, which may include a replacement, refund or other suitable remedy. Where applicable, reasonable return postage costs will also be reimbursed.

Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed using the original payment method within 14 days of receiving the returned item or receiving satisfactory evidence that it has been returned, in accordance with UK consumer legislation.

Please note that it may take a few additional working days for your payment provider to process the refund.

Non-Returnable Items

Unless faulty or not as described, we are unable to accept returns of:

products that have been opened or used
products containing live beneficial microorganisms once opened
personalised or custom-made items
products damaged through misuse, improper storage or accidental damage

This does not affect your statutory rights.

Complaints

If you are unhappy with any aspect of our products or service, please contact us at office@growbeneath.co.uk.

We aim to acknowledge complaints within 2 working days and resolve most issues within 10 working days. If additional time is required, we will keep you informed of our progress throughout the investigation.

Nothing in this policy affects your statutory rights under UK consumer law.

Wholesale, Trade & Bulk Orders

Returns and cancellations for wholesale, trade, stockist and bulk orders may be subject to separate terms agreed before purchase.

Please contact us if you have any questions regarding commercial orders.

Need Help?

If you have any questions regarding returns or refunds, please contact us at office@growbeneath.co.uk or use our Contact Us form.