COVID-19 Update: We are open for business as normal under new Government Guidelines. See More for details.

We are abiding by the UK Government's New November Guidelines with handling COVID-19. We are open for business as usual with a deliveries only service. Please be aware there can be some additional delays of 3-7 working days on top of normal operation times we provide due to the lockdown in place in the UK.


This delay can be down to shortage of staff with our couriers and the high demand of parcels being put into the network as everyone adopts online ordering.


Thank you for your understanding.

0203 929 3445

Customer Service:
9.00am – 5.00pm (Mon-Fri)

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Warranty & Returns

Overview

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Sale items 

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Returning Goods (except Potted Plants)

You will be responsible for paying shipping costs for returning your item. 

Please contact us before you return the goods so we could confirm for you the address for the partiicular return. Our general return address is:

Instadecor Ltd T/a GetPotted.com

B2/B3 Portland Close

Houghton Regis

LU5 5AW

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. 


IMPORTANT. The price for returning your order won't be the same as you paid to us as we cover the most part of the delivery cost from our margin. Here is the guide price for the shipping back depending on material and size of goods.

1. Small pack (clothes or plastic accessories) - £6,
2. Light parcel (LECHUZA, FIORI, CAPI TUTCH) - £10, if more than one - £12-20.
3. Heavy parcel (CAPI LUX, big LECHUZA planters, small CONCRETE or GRC planters) - £12-30.
4. Pallet deliveries (Most of CONCRETE, GRC, CERAMIC, bulky or volume orders) - £50-80.

Please bear in mind that most of the planters are fragile and need to be packed very well before sending back. Even if you have unopened packaging please check and pack it with additional packaging. We are not responsible if it came back damaged in original packaging. Meantime we will inform you immediately and supply with all images and documents so you can raise a claim with the couriers.

We may help you with arranging the return shipment but we reserve the right to refuse to do so in certain circumstances.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us by Email info@getpotted.com.

Exchanges 

We only replace items for if they are defective or damaged. If you need to exchange it for the same item, contact us by Email info@getpotted.com and follow further instructions.

Warranty on Planters

CONCRETE RANGE


3 months warranty. Hairlines cracks on the surface are the part of weathering process.

Сapi LUX, LECHUZA AND Fleur Ami THE POT UNIVERSE


1-year warranty.

CAPI TUTCH


3-year warranty.

Pottery Pots

2-year warranty.

Pottery Pots accepts any liability for damages on the part of the buyer, or the buyers of the buyer, to and because of the goods, which come about during the warranty period of 2 years as specified in the order confirmation, unless the damages are the result of the buyer, or a buyer of the buyer, using the goods in violation of the directions for use as provided, or a result of an error on the part of the buyer during the use or transport. Liability can only come about if the goods cause damages in an empty state that are free of any form of use.
The liability of Pottery Pots is limited to the repair of a defective good, free of charge, or to the (partial) replacement of the goods concerned, such at the discretion of Pottery Pots.

IMPORTANT: You must follow our planting instructions you receive with your order confirmation. Otherwise, a warranty claim could be declined. 

Collection orders customers will be called when the item is allocated to our Dunstable warehouse for collection. If you require a next day collection, please call first before ordering, we are distributed over 4 hubs and not all stock is allocated to the collection warehouse.

Warranty on Potted Plants

All potted plants are unique and one of one. We will do our best to ensure that you receive the plants as pictured. However, there can be differences in height, shape and density of the crown, as well as the number and size of buds, are possible.

If you are not fully satisfied with your order you can return all components if there is any fault with plant or planter, you must notify us within 7 days after receiving the order.

If you require for us to collect our courier will assess the condition of the plant before the collection. The customer must pay the cost of the return. Within the M25 – the amount is £30 and this will be deducted from the order value.

Please inspect the potted plants upon delivery and notify us if the plant is damaged. Any claims for damages made after the plant has been delivered will not be accepted.

Please contact us immediately if you want to cancel or amend your order. You can still cancel your order prior to planting within the chosen planter. All compositions are made to order.  If we have already planted the composition then canceling the order is not-available.

Last edited: 3/15/2021 at 10:29 AM.

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