Return and Refund Policy
Thank you for shopping with LECHUZA. We want you to feel confident when shopping with us. If you’re not fully satisfied with your purchase, we’re here to help.
Our range includes both planters and accessories and live plants. Because plants are living, perishable and made to order, separate terms apply to them – please see the “Live Plants and Plant Compositions” section below.
Return Period
You have the legal right to return your item within 30 days of receiving it.
To qualify for a return:
- The item must be unused, undamaged, and in the same condition as when you received it
- It must be returned in its original packaging, including all accessories and documentation
We reserve the right to deny returns that do not meet these conditions.
This 30-day return period applies to planters and accessories. Live plants and made-to-order plant compositions are perishable items and are covered by the separate terms set out below.
Non-Returnable Items
Unless defective or damaged, the following items cannot be returned:
- Gift cards or vouchers
- Clearance or final sale items (if marked as such on the product page)
- Live plants and made-to-order compositions of plants and planters
Live Plants and Plant Compositions
All plants are unique and one of a kind. We will do our best to ensure that you receive the plants as pictured. However, differences in height, shape and density of the crown, as well as in the number and size of buds, are possible due to the growing season of each plant type. Such natural variation is not considered a fault.
Plant width dimensions are based on crown density – this is the width of the top of the plant, not the size of the planter it is placed in. Crown width can vary with the growing season and may be larger or smaller than the dimensions given in the listing.
Damage on arrival
- Please inspect the plants upon delivery and notify us straight away if a plant is damaged.
- Any claim for damage made after the plant has been delivered cannot be accepted, as plants are living, perishable items.
- Photographs of the plant and its packaging, taken on the day of delivery, help us process your claim quickly.
Faulty plants or planters
- If you are not fully satisfied with your order, you can return all components if there is any fault with the plant or the planter. You must notify us within 7 days of receiving the order.
- If you require us to collect the order, our courier will assess the condition of the plant before collection.
- The customer is responsible for the cost of the return. Within the M25 the charge is £30, which will be deducted from the value of the order refunded to you. For addresses outside the M25 we will confirm the collection cost before the collection is arranged.
Cancelling or amending a plant order
- Please contact us immediately if you want to cancel or amend your order.
- You can still cancel your order at any point before it has been dispatched, and before the plants have been planted into the chosen planter.
- All compositions of plants and planters are made to order. Once we have planted the composition, the order can no longer be cancelled.
How to Return Your Item
- Email us at [email protected] within 30 days of receiving your item to request a return – or within 7 days if your order contains live plants.
- Please include your order number and reason for return.
- Carefully repack the item in its original packaging.
- Ship the item to the address below. We recommend using a tracked delivery service. Please do not ship live plants back to us without contacting us first – we will arrange a collection instead.
Return Address:
Instadecor Ltd
B2/B3 Portland Close
Houghton Regis
Dunstable
LU5 5AW
United Kingdom
If you are returning an item because you changed your mind, you will be responsible for the return postage costs.
Refund Process
Once we receive and inspect your return, we will notify you via email. We will inform you whether your return has been approved or rejected.
If approved, your refund will be processed within 3–5 business days, and the amount will be automatically credited to your original payment method.
Where a plant order has been collected by our courier, any collection charge is deducted from the amount refunded.
Missing or Delayed Refund?
If you haven’t received your refund:
- Check your bank account again.
- Contact your credit card provider – it may take time for the refund to appear.
- Contact your bank – processing times may vary.
If you’ve done all of the above and still haven’t received your refund, contact us at [email protected].
Contact Us
Have questions about your return or refund? Reach out to us:
Email: [email protected]
Phone (UK): 0203 929 3489
Customer Support Hours: Monday to Friday, 9:00 am – 5:00 pm
We aim to respond to all queries within 24 hours.
Business Information
- Company Name: Instadecor Ltd
- Business Address: B2/B3 Portland Cl, Houghton Regis, Dunstable, LU5 5AW, United Kingdom
- VAT Number: GB 248 4495 71