Returns & Exchanges

At The Palm Centre Store, our dedication to Curated Excellence extends beyond selecting the finest Japanese Acers, rare Aroids, and handcrafted ceramics. It encompasses your entire experience with us, including the confidence to shop knowing we stand behind our products. We understand that sometimes a plant or pot may not be the perfect fit for your space. Our Returns & Exchanges policy is designed with care, clarity, and your convenience in mind, reflecting the same integrity with which we package every Garden Palm Tree for its journey to you.

Our Returns & Exchanges Policy at a Glance

• Return Window: 15 days from the date of delivery.
• Condition: Items must be unused, in their original condition, and in the original packaging where possible.
• Process: Initiate a return by contacting our team. We will guide you through each step.
• Refunds: Issued to the original payment method within 14 business days of receiving the returned item.
• Exchanges: We happily facilitate exchanges for items of equal value.
• Return Shipping: Customers are responsible for the cost of return shipping, unless the item arrived damaged or incorrect.

Step-by-Step Return or Exchange Process

Step 1: Contact Us Within 15 Days

To initiate a return or exchange, please contact our dedicated customer service team at [email protected] within 15 days of receiving your order. Please include your order number and details about the item you wish to return or exchange.

Step 2: Receive Your Return Authorisation & Instructions

We will respond promptly (typically within 1-2 business days) with a Return Merchandise Authorisation (RMA) number and detailed instructions on where and how to send your return. For the well-being of live plants, specific return instructions are crucial.

Step 3: Securely Package and Ship Your Return

Please repackage the item securely in its original packaging if available. Include the RMA number clearly on the outside of the package. We recommend using a trackable shipping service and retaining your proof of postage. Ship your return to our plant care centre at:

The Palm Centre Store – Returns
45 Bentrim Rd
Lisburn, GB CH1Y 7GA
United Kingdom

Step 4: Our Inspection & Your Refund/Exchange

Once we receive your return, our team will inspect the item to ensure it meets our return conditions. Upon approval:

• For Refunds: We will process your refund immediately.
• For Exchanges: We will dispatch your replacement item as soon as possible, subject to availability. If your chosen exchange is of higher value, we will invoice you for the difference. If it is of lower value, we will refund the difference.

Return Request Email Template

To make the process even smoother, you can use the template below when contacting us. Simply copy, paste into an email, and fill in the bracketed information.

Refund Timelines and Methods

Your refund will be processed back to your original payment method once the returned item is received and inspected.

• Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Refunds typically appear in your account within 7-14 business days after we process them. The exact timing depends on your card issuer or PayPal.
• You will receive an email notification once your refund has been issued.
• Please note that shipping costs (both original and return) are non-refundable, except in cases where the error was ours (e.g., wrong or damaged item shipped).

Damaged or Incorrect Items

If your order arrives damaged or if you received an incorrect item, please contact us at [email protected] within 48 hours of delivery. Provide your order number and clear photographs of the packaging and the item. We will arrange a replacement or a full refund, including any shipping costs, at no expense to you.