Refund policy

Returns & Refunds Policy

Last updated: Tuesday 18th November 2025.

We want you to love everything you receive from Jennings Plantry. If something’s not right, we’ll always do our best to fix it.

✅ Returns Overview

We accept returns within 30 days of delivery.
Items must be unused, unopened, and in original condition.
Return postage is the customer’s responsibility unless the item is faulty or incorrect.
For exchanges, you’ll return the original item at your cost, and we’ll send the replacement free of charge.
Returns must be approved by us before sending anything back.

🥦 Perishable Items (Chilled / Frozen / Fresh Food)

We cannot accept returns or provide refunds/replacements for perishable goods under any circumstances unless we have made an error.

This includes:

Chilled or frozen items
Food products that are opened or used
Items that arrive defrosted
Spoilage caused by courier delays, missed deliveries, or unsafe storage
Parcels not left because a safe place wasn’t set
Parcels delayed after being returned to depot

Perishables are shipped with thermal insulation and ice packs, but once they leave us, we cannot control courier handling or delivery conditions.

🧴 Toiletries & Health Products

These items must be unopened, unused, and in their original condition to be returned.
⚠️ Please check ingredient lists carefully if you are prone to allergies.

📦 Missing Items

If something is missing from your order, contact us within 24 hours of delivery:

📧 Email: hello@jenningsplantry.co.uk

Include:

Your name
Order number or delivery address
A brief description of the missing item(s)

We’ll offer a refund, replacement, or credit as appropriate.

💥 Faulty or Damaged Goods

If your order arrives damaged or contains faulty items:

Contact us within 24 hours of delivery
Include clear photos, your order number, and a description of the issue
Email: hello@jenningsplantry.co.uk

Once verified, we’ll arrange a replacement or refund (non-perishable items only).
Perishable items damaged due to courier delays or temperature issues are not covered.

🚚 Lost Parcels & Liability

We are not liable for orders that are:

Delivered to an incorrect or incomplete address
Marked as delivered to a safe place
Returned to depot because a safe place wasn’t specified
Delayed due to Royal Mail during peak periods, weather issues, or operational delays

If Royal Mail confirms a parcel is lost due to their error, we will follow their claims process.

📦 Packaging Note

We use recycled and reused packaging wherever possible — including clean, reused cardboard boxes.
We encourage you to reuse or recycle packaging when you can.

⏱️ Refund Processing Times

Refunds are processed within 7 working days of receiving the returned item(s).

We recommend using a tracked service for any returns.

💬 Questions?

If you need help with a return or anything else, message us anytime at:
📧 hello@jenningsplantry.co.uk

Jennings Plantry Ltd
Registered Office: 85 Great Portland Street, London, W1W 7LT
Shop Address: The Retreat Animal Sanctuary, Cripple Hill, High Halden, Kent, TN26 3LJ
Company No: 16245754
VAT No: 485 1878 44
Email: hello@jenningsplantry.co.uk
Phone: 01233 365379 (local & supplier enquiries only)