If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a full refund on receipt or exchange the item for another if preferred. Some products are non-returnable (Miscanthus Rhizome) as they have a limited shelf life. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We are only able to accept delivery for these Monday - Friday between 9:30am and 4pm excluding public holidays. Please note, we are unable to accommodate any callers on site for returns/exchanges, our set-up prohibits this from being a safe and practical option.
Please email us at firstname.lastname@example.org to discuss and arrange your return. You will be asked to include a covering letter detailing why you are returning the goods and your order number, and send this along with the original invoice and parcel of goods to an address that we will supply depending on the item being returned.
*As per their original condition on delivery, not planted out and still in original packaging supplied by Carbon Trap.
Faulty or wrong item
If the item you received is faulty (excludes plants), please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. If you are asked to dispose of the faulty item, do not do this until a replacement arrives, as we may need to raise a collection and return direct to a manufacturer. Please note Rhizomes are a live product, excluded from our faulty/wrong item policy.
If your Rhizome are damaged or incorrect on delivery, we expect the customer to notify us within a maximum of 14 days to allow us to resolve the complaint. The reason for this policy is firstly because any detrimental effects of the transit journey on plants will be evident within this time and also because Rhizome are perishable, living items, that require specific care and maintenance from the customer in order to keep them alive and healthy. By keeping a perishable item without notifying Carbon Trap of any issues within the first 14 days of delivery, you are accepting the Rhizome as being of a suitable condition on delivery.
Distance selling regulations
Under the Distance Selling Regulations of the United Kingdom you have the right to cancel your order for any item purchased from Carbon Trap, for a full refund. This does not apply to perishable items such as Rhizome that cannot be returned for shelf life reasons. Order cancellations must be made in writing, quoting your order number, within 7 days of delivery of your item(s), and can be sent by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Discount codes & vouchers
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
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No matter how trivial, please get in touch and we will endeavour to respond to you as quickly as we can.