Return and Refund Policy

Last updated: January 25, 2026

Thank you for shopping at That Green Lady.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

We accept returns up to 14 days after delivery if the item is unused and in original condition. We we refund the order amount minus the shipping costs.

PLANTS are not refundable.

Please contact us to initiate a return using our Contact Form.

The following Goods cannot be returned:

* Personalised Goods, or custom orders
* Perishable Goods such as plants

Damage, missing items

Although we do our best to package items careful occasionally damage can occur when sending glass through the post.
Please contact us with photographs to report any damage.

Guarantee for Live Items

All ready made terrariums, live plants, and live moss are covered by a 30 day healthy arrival and establishment guarantee. If your item arrives damaged, unhealthy, or fails to establish within the first 30 days despite appropriate care, you are entitled to a replacement.
We are unable to offer refunds on live plants, moss and ready made terrariums.

To qualify, customers must:

-Contact us within 30 days of delivery
-Provide clear photos of the issue
-Follow the care guidance provided at purchase

This guarantee does not cover damage caused by mishandling, incorrect care, or environmental conditions outside our recommendations.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us.

Please contact Us for a returns reference before sending any items back.

We cannot be held responsible for Goods damaged or lost in return shipment.

Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received
return delivery.