RETURNS & REFUNDS POLICY

OWS Terrariums | Last updated: 19/08/26

We want you to be happy with your terrarium. Our terrariums contain living plants and natural materials, so they are living, changing ecosystems. This policy explains how cancellations, returns, refunds and problems with an order are handled.

1. Your statutory rights

Nothing in this policy limits or excludes your statutory rights as a consumer. Our products will be as described, of satisfactory quality and fit for their intended purpose. Where a product is faulty, damaged, not as described or otherwise does not meet your legal rights, we will provide the appropriate remedy in accordance with applicable consumer law.

2. Our terrariums

We sell ready-made terrariums. We do not currently offer bespoke or personalised terrariums. The terrarium shown and described for sale is the terrarium supplied.

· Each terrarium contains living plants and natural materials.

· Plants may grow, shed leaves, produce new growth and change shape or position.

· Condensation and other changes in the appearance of the ecosystem can be natural.

· Some natural plant loss can occur as part of the life cycle of a living ecosystem.

3. Changing your mind

If you purchase from us through a distance-selling method such as online or by direct message, you may have a statutory right to cancel your order without giving a reason.

Where that statutory cancellation right applies, you normally have 14 days from the day you receive the terrarium to tell us that you wish to cancel. After telling us, you normally have a further 14 days to return the terrarium.

Certain types of goods are excluded from the statutory cancellation right, including goods that are liable to deteriorate or expire rapidly. Because our terrariums contain living plants, whether this exception applies can depend on the particular product and circumstances. We will not use this exception to remove a customer's statutory rights where it does not apply.

If you are unsure whether your order can be cancelled, contact us and we will explain the applicable position.

4. Returning a change-of-mind order

· Unless the item is faulty, damaged or incorrectly supplied, the customer is responsible for the direct cost of returning a change-of-mind order where the law allows us to require this.

· Please contact us before sending the terrarium back so that we can provide return instructions.

· The customer is responsible for taking reasonable care of the terrarium while it is in their possession and until it reaches us.

· We recommend using suitable protective packaging and an appropriate delivery service because the terrarium contains glass and living plants.

Customers may handle a product as reasonably necessary to inspect its nature, characteristics and functioning. If a product is handled beyond what would reasonably be allowed for inspection and its value is reduced as a result, we may make a deduction from the refund to reflect the actual diminished value, where permitted by law.

We will not charge a blanket administration, restocking or cancellation fee for a statutory change-of-mind cancellation.

5. Refunds following a valid cancellation

Where a statutory cancellation applies and the order is validly cancelled, we will refund the amount required by law using the original payment method unless another method is agreed.

· The refund will include the cost of the standard delivery option originally paid by the customer.

· If the customer selected a more expensive delivery option, we only need to refund the amount equivalent to the standard delivery option.

· We may withhold the refund until the terrarium has been returned to us or the customer provides evidence that it has been sent back, whichever happens first.

· Where a lawful deduction for diminished value applies, the deduction will reflect the actual reduction in value rather than an arbitrary fee.

We will process refunds within the timeframe required by applicable law.

6. Damaged during delivery

Please inspect your terrarium when it arrives. If it has been damaged during delivery, contact us as soon as reasonably possible.

· Photograph the outer packaging.

· Photograph any visible damage to the packaging.

· Photograph the terrarium and its contents.

· Photograph the delivery label.

· Keep the original packaging until we have advised you what to do.

Delivery damage is not treated as a simple change-of-mind return. We will assess the issue and provide the remedy required by applicable consumer law.

7. Faulty, incorrectly supplied or not-as-described items

If you receive the wrong terrarium, or the product is faulty, not as described or otherwise does not meet your statutory rights, please contact us.

We will assess the issue and, where appropriate, provide a repair, replacement, price reduction or refund in accordance with your legal rights. We will not ask you to rely on this policy instead of rights that cannot legally be excluded.

8. Living plants and natural change

A terrarium is a living ecosystem rather than a static decorative item. Changes over time are expected and form part of owning a terrarium.

· Older leaves may yellow, brown or die naturally.

· Plants may adapt to their new environment after purchase.

· Plants may grow, spread, change shape or produce new growth.

· Moss and other living materials may change in colour or appearance.

· An individual leaf or plant may naturally decline as part of the ecosystem's life cycle.

Natural change does not automatically mean that a terrarium is faulty. However, if a plant appears to have arrived damaged, diseased or in an unacceptable condition, please contact us promptly so that we can assess the issue.

9. Care and customer responsibility

Each terrarium is supplied with care instructions. Customers should follow the care guidance provided, including advice about light, watering, temperature, ventilation and placement.

Where damage or deterioration is caused by inappropriate care, neglect, accidental damage or failure to follow the supplied care instructions, this may affect the remedy available. This does not affect any statutory rights that cannot legally be excluded.

10. How to contact us

To request a cancellation, return, refund or report a problem, contact:

Business: OWS Terrariums

Email OWSTerrariums@gmail.com

Instagram: OWSTerrariums

Please include your order number and photographs where relevant.

11. Important

This policy is intended to explain our returns process clearly and does not replace applicable UK consumer law. If the law provides a customer with a right or remedy that differs from this policy, the legal right or remedy will apply.