Refund policy
At Sprouts, we care deeply about every plant and product we send out – and we want you to love them as much as we do. If something’s not quite right with your order, we’ll do our best to fix it. We’ve split our policy below to make things clear depending on what you’ve ordered.
🌿 Plants & Living Items – Our 7-Day Plant Promise:
We know it takes trust to order a living thing online. That’s why every plant comes with our 7-day plant promise. If your plant arrives looking unwell or not as expected, contact us within 7 days of delivery using our contact form.
To help us resolve the issue quickly, please include: a photo of the plant, your order number, and a brief description of the problem. We may ask a few follow-up questions to understand what’s happened and whether we can help your plant recover.
If the issue can’t be fixed, we’ll offer a refund, replacement, exchange, or store credit depending on the situation.
Important note: Plants listed as sale items (with visible cosmetic damage or defects clearly described) are not eligible for refund or exchange. These are sold as seen.
🎁 Non-Plant Items – 30 Days to Return or Exchange:
You can return or exchange any unused, non-plant item (such as pots, homeware, or tools) within 30 days of receiving it, as long as it’s in its original packaging and resaleable condition.
You can return or exchange in-person at our Kingsdown shop – just bring your receipt. Returns made in person are processed straight away, and exchanges can be arranged on the spot.
You can also return by post – return postage is the customer’s responsibility unless the item is faulty or incorrect.
🔁 Need to Exchange by Post?
If you’d like to exchange an item by post, please contact us first to confirm the item you’d like instead. We’ll check availability and hold the item for you if we can. Then send the original item back securely packaged.
📦 Returns & Exchange Address:
Returns, Sprouts HQ, Willowy Yard, Willway Street, Bedminster, Bristol, BS3 4BG.
We recommend using a tracked postal service as we can’t take responsibility for items lost in transit. Refunds or exchanges will be processed once the item arrives and is inspected.
🧾 Refunds & Processing Times:
Once approved, refunds are made to your original payment method. Please allow 3–5 working days for it to appear in your account (depending on your bank).
❌ What We Can’t Refund:
We’re not able to offer refunds or exchanges on: sale plants sold with known cosmetic damage; items returned outside of the return window (7 days for plants, 30 days for non-plants); or items that arrive back to us damaged due to poor packaging.
If you’re unsure whether something qualifies, just get in touch – we’re happy to advise.
💬 Need Help?
We’re a small but friendly team, and always here to help. Use the contact form to reach us and we’ll get back to you within 1–2 working days. Thank you for supporting a small independent business – we truly appreciate it.
📖 More Info For full return, refund and exchange details, visit our FAQs at https://sproutsofbristol.co.uk/pages/faqs.
