Customer Care

We pride ourselves on being a customer centric brand, our customers are at the centre of everything we do, from formulating products to the service we provide.

If you can't find the answer to a question below, you can contact us via Live Chat, Contact Page or Email.

FAQ's

Do I need an account to place an order?

No, you may check-out as a guest but we recommend creating an account to make it easier to track your orders and make your life a little simpler next time you shop with us.

I've forgotton my password

We have all done it !! If you‘ve forgotten your password, just follow the ‘Forgotten password’ instructions on the ‘Sign In’ page to reset.

Can I amend or cancel my order?

Before you receive a notification to say your order has been dispatched we will be more than happy to amend or cancel your order. As we try and dispatch your items as quickly as possible, the fastest way to contact us in this instance is via Live Chat.

What packaging will my order be shipped in?

We try to keep our packaging to a minimum, whilst also ensuring your product arrives safely. All orders come on a recycable cardboard shipping box, and contain dissolvable peanuts. Simply run the peanuts under running water and they will breakdown.

I'm unsure what product is best for me?

On the bottom right hand side of this screen is a Live Chat, were someone will be happy to help you.

Returns

how long do I get to return an item?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Returns are not free and we advise you use a tracked service.

How do I request a return

To be eligible for a return, your item must be in the same condition that you received it, unused, and sealed, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@Planthaya.com using *return* as the subject. If your return is accepted, we’ll send you return shipping information, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

How long will my refund take

Once an item is received and quality checked you will receive an email within 48 hours to let you that we are processing your refund.

Refunds will be credited to the payment method used to place the order and will exclude the initial delivery cost.

Please note that the refund time frame may vary depending on the payment method and processing times between payment providers:

CREDIT CARD: Our bank will credit your account within 10 working days of receipt of your items

PAYPAL: Your refund will be visible in your PayPal account within 24 hours of your refund email being sent

All sales taxes and/or duties are included in your refund.

30 Day Money Back Guarantee?

As we are involved in our products from seed to bottle we are confident you will love them as much as we do.

If however you are not satisfied, we will offer you a free refund.

This offer is only available to first time buyers.

The cost of shipping will not be refunded and cost of return of the item will be covered by the customer . 

The return must have been initiated within the 30 days from purchase.

Exclusions include:

Request to refund due to product not curing or treating an ailment.

If the item is not returned to Planthaya.

Excludes non-Planthaya products.

 

If you wish to return the item please contact us via our contact page to begin the process.

As stated above you will have to cover the cost of shipping back to Planthaya , we suggest using a tracked service that covers the full cost of the item, the product remains the full responsibility of the customer until it is received by Planthaya.

The 30 day money return is always at the discretion of Planthaya.

Planthaya reserves the right to make changes to this offer without notice .

Shipping

How much does shipping cost?

Premium - £9.99

First Class - £3.99

Standard - £2.99

Free shipping on orders over £40, domestic only.

International standard Europe - £9.99

International standard Worldwide - £23.99

How long will my order take?

Premium - Delivery between 9am and 1pm next working day Monday to Friday

First Class - Next working day delivery aim

Standard - Receive your purchase within 3 business days.

International standard Europe - delivery aim: 3-5 working days

International standard Worldwide - delivery aim: 6-7 working days

Do you cover customs charges and tax on international orders

At this time, customs charges and taxes are the responsibility. of the customer.

How do I track my order?

You can track your item, via your account or using the information sent in your shipped email. pLease note some services have limited tracking available.