Refund policy

We accept returns up to 14 days after delivery if the item is unused and in original condition, and we will refund the order amount minus the shipping costs. Plants are non-refundable. 

To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags and in the original packaging. You will also need the receipt or proof of purchase.

To initiate a return, you can contact us at info@tropicalglass.co.uk. If your return is accepted, we will send you instructions on how and where to send your package.

You will be responsible for the shipping costs in returning your item. Shipping costs are non-refundable. If the item is not returned in its original condition, the buyer will be responsible for any loss in value. 

Items returned to us without first requesting a return will not be accepted.

Due to the nature of these items, the following items cannot be returned, exchanged or refunded unless they arrive damaged or defective:

  • Custom or personalised orders
  • Perishable items (such as plants or flowers)
  • Items on sale


If you have any questions about returns, please feel free to contact us at info@tropicalglass.co.uk.

Damage, missing items and other problems
Although we do our best to wrap and protect the plants and glass we send, occasionally damage can occur when sending delicate products through the postal system.


Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, something is missing, or if you received the wrong item so we can evaluate and fix the problem. Please provide us with photographic evidence of receiving your order.

How to report damage:

  1. take a photo of the damaged package
  2. take a photo of the internal damage with the item still in the package.
  3. take a photo of the damage to the item.
  4. send the proof photo evidence along with the photo of the packing slip to info@tropicalglass.co.uk

How to report unwell plants:

  1. take a photo of the unwell plants
  2. take a photo of the packing slip
  3. send the proof photo evidence to info@tropicalglass.co.uk

In case any elements are missing from your order, please send us a photo of the packing slip to info@tropicalglass.co.uk

Please note that any problems with the order must be reported within 48 hours of receiving the package. Tropical Glass London does not accept damage liability for issues reported over 2  days from the point of delivery.


Exceptions / non-returnable / refundable items
Certain types of items cannot be returned, e.g. perishable items (such as flowers or plants), custom items (such as special orders or personalized items). Please contact us if you have any questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Based on the perishable nature of plants and the various factors that contribute to a terrarium's environment, including the amount of light they receive, condensation levels, and placement, we cannot guarantee the plants' survival or overall health after they have been received.

Exchanges
The fastest way to ensure you receive the item you want is to return the item you have. Once the return is accepted, purchase the new item.

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Before returning your item, please contact us at info@tropicalglass.co.uk

Refund
We will notify you once we have received and reviewed your return and let you know whether or not the refund has been approved. If it is, you will automatically receive your refund via your original payment method. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.

If your package is returned by a courier for any reason, we can only provide a refund for non-perishable items and cannot refund the delivery charge.  We also reserve the right to deduct any costs associated with the courier returning items to us. At the moment DPD charges £12 for the parcel to be returned to the sender.