Delivery & Returns
Retail Customers (B2C)
Delivery
All live plants supplied to retail customers are shipped bare root, without soil or pots, to minimise the risk of damage during transit. Customers are responsible for ensuring suitable pots and appropriate growing substrate are available upon delivery.
Optional add-ons, including premium substrate and compatible pots, may be selected at checkout.
Cancellations, Returns & Refunds
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to live plants, as they are goods liable to deteriorate or expire rapidly.
Accordingly, we do not accept returns of live plants unless:
- the goods arrive damaged,
- the goods are faulty, or
- incorrect items have been supplied.
Any issues must be reported within 48 hours of delivery. Claims must be submitted to sales@the-cactus-collective.co.uk, quoting the relevant order or invoice number.
Where a valid claim is upheld, we will offer a replacement or refund in accordance with your statutory consumer rights.
Wholesale Customers (B2B)
Eligibility
Wholesale terms apply exclusively to registered trade customers, including garden centres, plant shops, gift shops, botanical gardens, and recognised botanical traders. We reserve the right to approve or decline wholesale accounts at our discretion.
Delivery
Wholesale orders are supplied potted and in soil, ready for resale. Risk in the goods passes to the buyer upon delivery.
Returns, Claims & Liability
Wholesale transactions are conducted on a business-to-business basis and are not subject to consumer protection legislation.
Returns are not accepted except where:
- goods are damaged in transit, or
- incorrect items have been supplied.
All claims must be notified in writing within 48 hours of delivery. Failure to notify within this period constitutes acceptance of the goods.
Our liability in respect of wholesale orders is limited to the invoice value of the affected goods. We accept no liability for consequential loss, loss of profit, or onward resale losses.