If a plant you bought from us dies within 14 days of delivery, tell us and we will make it right. That is our commitment on every living plant we sell.

Open the order from your orders and send a photograph of the plant as it is now. A club agronomist looks at every claim — this is a person reading it, not an automatic rule — and will tell you whether it is recoverable and what to do, or arrange a replacement.

If the plant is struggling rather than dead, do not wait out the 14 days. Scan it with PhytoGuard or book a consult. Most plants that arrive unhappy are recoverable, and we would rather save yours than replace it.

Every Build Your Own Farm install — balcony through farm plot — carries a 90-day establishment guarantee. A planted system is meant to take hold, and if it does not establish within that window we come back and put it right.

Installs begin with a site survey, which is credited against the install if you go ahead.

If a planter, tool or piece of hardware arrives damaged, faulty, or is not the item you ordered, we will replace it or refund it. Photograph it before unpacking further and raise it from the order.

For a change of mind on an undamaged item, open the order and ask — we will tell you what is possible for that specific product before you send anything back.

Living plants cannot be sent back through a courier — the journey is what harms them, and a returned plant cannot be resold to someone else in good conscience. This is why plants have a survival guarantee instead of a return window: you keep the plant, and we deal with the outcome.

Fresh produce, when it is available, is harvested to order rather than picked and stored. If something arrives below the standard we sent it at, tell us and we will refund it — we do not want it back.

Opened seed packets and used soil, manure or nutrient products cannot be taken back once opened.

Refunds go back to whatever you paid with, through the same payment provider that took the money. Once we approve a refund we release it immediately; how long it then takes to appear is set by your bank or card issuer, not by us, so we will not promise you a date we do not control.

If a payment was taken but your order did not appear, that is a specific failure we track and fix — you will be given a reference and a person to speak to. Money is never quietly kept.

Produce and plants bought from another member's storefront are sold by that member, not by the club. The two guarantees above do not apply to those orders. Raise a complaint through the listing — sustained complaints against a storefront pause it.