Refund policy

Last updated: September 2026

We take great care when growing, harvesting and packing every Owley Eucalyptus order. As eucalyptus is a fresh, natural product, each stem and bundle will vary slightly. These natural differences are part of its character.

Fresh and perishable products

Fresh eucalyptus and other cut foliage are perishable products. This means that we cannot accept returns or offer refunds if you simply change your mind after your order has been prepared or dispatched.

If you need to cancel an order, please contact us as soon as possible. If we have not started harvesting, preparing or packing your order, we will do our best to cancel it and provide a full refund. Once preparation has begun, cancellation may no longer be possible.

Damaged, faulty or incorrect orders

Please contact us if your order:
• Arrives materially damaged or in an unusable condition
• Contains the wrong product
• Is significantly different from the description provided when you ordered

Please let us know within 24 hours of delivery wherever possible. This allows us to investigate the issue quickly and assess the condition of the fresh eucalyptus when it arrived.

When contacting us, please provide:
• Your name and order number
• A description of the problem
• Clear photographs of the eucalyptus and its packaging

Please do not return fresh eucalyptus unless we ask you to do so.

Once we have reviewed the issue, we will offer an appropriate replacement or refund. This will depend on the circumstances and product availability.

Natural variation

As eucalyptus is a natural, freshly harvested product, variations in colour, leaf shape, texture and appearance are to be expected. Stem lengths may also vary within the range stated in the product description.

Minor natural marks, variation between stems or changes that occur as the eucalyptus dries are not normally considered faults.

Delivery issues

If your order has not arrived, has been significantly delayed or appears to have been damaged during delivery, please contact us as soon as possible.

We cannot normally provide a refund where deterioration or delivery failure has resulted from an incorrect address supplied by the customer, the recipient being unavailable or an order not being collected following a delivery attempt. We will always consider the individual circumstances and work with the delivery provider where appropriate.

Non perishable products

If your order contains a non perishable product, different cancellation and return rights may apply to that item. Please contact us before returning anything so that we can provide the correct instructions.

Refunds

Approved refunds will be made to the original payment method. We aim to process refunds within five working days, although your bank or payment provider may take additional time to show the funds in your account.

Contact us

To report a problem, request a cancellation or discuss a refund, please contact us through our website contact page or email us at:
enquire@owleyeucalyptus.co.uk

Please include your order number in all correspondence.

Nothing in this policy affects your statutory rights.