eBay Delivery & Returns Policy (Summary)

• Dispatch Time: Orders shipped within 1–2 working days (Mon–Fri)

• Delivery Options:
o Royal Mail 48 (£2.99 2–3 working days, delivery confirmation only)
o Royal Mail 24 upgrade (£3.99, 1–2 working days)

• Tracking: Royal Mail business services provide delivery confirmation only (no full tracking updates)

• Live Plants (Important):
o Plants may not appear the same in colour or foliage upon arrival. Around 95% of aquarium plants are grown emersed (out of water), so their appearance may differ from their submerged form. Once placed in an aquarium, they will transition to their aquatic state.
o Some plants—particularly stem plants—may not have established roots on arrival. This is normal, and roots will develop in suitable aquarium conditions.
o Must be unpacked and inspected immediately
o Any issues should be reported within 24 hours of delivery
o Should there be any out of stock items we will SUBSTITUTE your plant for something similar, for example, if you order Ludwigia Diamond Red and we are out of stock, we would look to sub it for Ludwigia Super Red.

• Quality & Traceability:
o Each bag is labelled with contents and a unique code
o Ensures traceability and quality control

• Evidence & Packaging:
o Customers should retain all original packaging until any issue is resolved
o Photo/video evidence may be requested before a refund or replacement
o In some cases, items may not need to be returned and can be disposed of once approved

• Returns (Dry Goods):
o Accepted if unused and in original packaging

• Delays or Missing Orders:
o Contact us after 5 working days (RM48) or 3 working days (RM24)
o We’ll investigate and resolve the issue

• Royal Mail Issues:
o Customers may contact Royal Mail directly regarding delays
o Please provide any Royal Mail complaint reference number

• Customer Support:
When contacting us, please provide:
o Order Number
o Full Name
o Full Delivery Address
o Reason for Contact
o Royal Mail Complaint Reference (if applicable)