Returns & Refunds

Last updated: 18 August 2026

We want every Purifirst order to arrive in good condition and match what you ordered. This page explains the practical process for delivery damage, incorrect items, eligible cancellations and refunds. Mandatory consumer rights remain unaffected.

Plants or parcels that arrive damaged

Open the parcel promptly and follow our Unboxing & First 48 Hours guidance. If a plant or parcel arrives damaged, please contact hello@purifirst.net as soon as reasonably possible and include:

your order number;
a photograph of the complete plant or item;
close-up photographs of the damage;
photographs of the outer packaging and shipping label; and
a short description of the issue.

Prompt information helps us assess transport damage and offer the appropriate remedy. It does not shorten or remove mandatory statutory rights. Our Healthy Arrival Promise is an additional customer-care commitment.

Incorrect or missing items

If your order contains the wrong item or an item is missing, contact us with the order number and a photograph of everything received. We will investigate and arrange an appropriate solution without charging you for correcting our error.

Cancellation returns

For goods covered by the statutory right of cancellation, notify us within the applicable 14-day period before returning the goods. The full legal information and model form are on the Instructions on Cancellation page.

The statutory cancellation right does not apply to goods liable to deteriorate or expire rapidly. For Purifirst products, this can apply in particular to live plants and fresh plant material where their nature or condition makes them rapidly perishable. This exception does not affect rights relating to defective, damaged or misdescribed goods.

Before sending a return

Email hello@purifirst.net before dispatch so we can confirm the correct return address and provide handling instructions. Do not send a living plant without first contacting us: unnecessary transport can cause further deterioration.

Pack eligible returns securely and, where reasonably possible, use the original protective packaging. Include the order number inside the parcel. Please use a tracked service and retain proof of dispatch.

Return costs

For a standard cancellation return, you bear the direct return cost unless we expressly agree otherwise. If the goods are defective, damaged in transit, incorrect or otherwise non-conforming, we bear reasonable return costs or provide another suitable remedy in accordance with applicable law.

Refund timing and method

Where a refund is due following cancellation, we reimburse the eligible amount without undue delay and no later than 14 days after receiving the cancellation notice. We may withhold reimbursement until the goods are returned or you provide evidence of dispatch, whichever occurs first.

Refunds are issued to the original payment method unless another method is expressly agreed. The standard outbound delivery charge is refunded where required by law; additional costs for a more expensive delivery option selected by you are not.

Natural plant variation and later care

Plants are natural products. Reasonable differences in leaf shape, colour, fullness, height and growth habit are normal and are not in themselves defects. Once a plant has arrived in good condition, its continued health depends on factors such as light, temperature, watering, drainage and household conditions. Contact us if you are uncertain—we will help you interpret the care guidance.