Refund policy

Canwood Botanical is a trading name of DM Tools Ltd, registered in England and Wales, company number 13391167. Registered office: 7 Bell Yard, London WC2A 2JR, United Kingdom.

We grow and dispatch everything ourselves. If something arrives in poor condition, or you change your mind, the sections below explain exactly what happens.

Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

To cancel, email us at hello@canwoodbotanical.com with your order number. You do not need to use a particular form of words — telling us you wish to cancel is enough.

We go beyond this: see our 30-day policy below.

Our 30-day policy

We accept change-of-mind requests for 30 days from the day you receive your order — longer than the law requires. Items must be unused and in their original packaging, and you’ll need your order number or proof of purchase.

How that works depends on what you bought.

Living plants — no return needed

Please do not post plants back to us. Live plants rarely survive a return journey, and sending them back helps nobody.

If you want to cancel an order of living plants, email us within the periods above and we will refund you in full. We may ask for a photograph. You are not required to return the plant, and we will not charge you for it.

Seeds, tools and dry goods — returns accepted

These can be returned. Email hello@canwoodbotanical.com first to start a return — items sent back without contacting us cannot be processed, as we may not be able to identify them.

Once we’ve confirmed your return, send it to:

Returns — DM Tools Ltd (Canwood Botanical)
7 Bell Yard
London WC2A 2JR
United Kingdom

You pay return postage on change-of-mind returns. Most seed packets go back as a standard letter. We recommend obtaining proof of postage, as we can’t refund items that don’t reach us.

Faulty, damaged or incorrect items

This is separate from changing your mind, and your rights are stronger.

Please check your order when it arrives and contact us as soon as possible — ideally within 48 hours for living plants, since condition can change quickly — at hello@canwoodbotanical.com with a photograph.

Under the Consumer Rights Act 2015 you have 30 days to reject goods that are faulty, not as described, or not fit for purpose, and to receive a full refund.

If an item is faulty, damaged in transit, or not what you ordered, we cover all costs. We will refund or replace it, whichever you prefer. In most cases we will not ask you to return the item.

Living plants are perishable and travel is stressful for them. Some wilting, leaf drop or bent stems on arrival is normal and usually resolves within a week or two of planting and watering. We’re glad to advise — email us a photograph and we’ll tell you honestly whether a plant will recover or whether we should replace it.

Items we cannot accept back

Gift cards.
Plants that have been planted out, potted on, or kept for longer than the periods above, as we can no longer assess their condition or resell them.
Items returned without contacting us first.

Sale items carry exactly the same rights as full-price items.

Exchanges

The quickest route is to request a refund under the relevant section above and place a new order, so your replacement is dispatched immediately rather than waiting on a return.

Refunds

We’ll confirm by email once your refund is approved. Refunds go back to your original payment method.

Where you have cancelled under your statutory right, we will refund you within 14 days of receiving the goods back, or within 14 days of you telling us you’ve cancelled where no return is required. Your bank may then take a few working days to show the money.

We refund the standard delivery charge you originally paid. If you chose a faster, more expensive delivery option, we refund the standard rate rather than the premium.

If more than 14 days have passed since we approved your refund and you haven’t received it, contact us at hello@canwoodbotanical.com.