Refund policy

This Refunds and Returns policy covers our Monthly Grow Boxes first, then our other one-off products - Gardening Gear, Big Veg boxes, Special Editions, fruit bushes and seeds.

Whatever you've ordered, if something's wrong with it, the first move is always the same: email us at gang@potgang.co.uk and we'll sort it out. Nothing on this page affects the rights you have by law.

Monthly Grow Boxes

We don't take monthly grow boxes back - and that's the case whether you subscribed or bought one as a one-off. They're packed to order, the contents change every month, and there's live compost and seed in there, so once a box has left us we can't re-use it. A return doesn't achieve anything for either of us.

That's about returning a box you simply don't want. It's not about boxes that turn up wrong. If something's missing, damaged, or not what it should be, we'll put it right - see 'If something's wrong with your order' below.

If you're subscribed and you'd rather not receive any more boxes, you can skip, pause or cancel at any time, and the reliable moment is before your next payment date. Our Terms and Conditions explain how that works.

Other one-off products

With Gardening Gear, Big Veg boxes, Special Editions, fruit bushes and seeds, you have 14 calendar days from the day you received it to let us know you'd like to return it, and a further 14 days to get it back to us.

To be eligible, the item needs to be unused and as-new, in its original packaging, and you'll need proof of purchase. Please send it tracked and keep the tracking number - we need proof of delivery back to us before we can process a refund.

A few things we can't take back, for reasons we hope are obvious:

  • Living plants, including fruit bushes, once they've been delivered
  • Compost, seeds and other growing media once the packaging has been opened
  • Big Veg and Special Edition boxes, which are packed to order in the same way as our monthly grow boxes

If any of those arrive damaged, dead or faulty, that's a different matter entirely - get in touch and we'll replace or refund them.

How refunds work

Once your return reaches us we'll check it over and let you know where you stand. If it's approved, we'll refund you to your original payment method within 14 days of receiving the item back, and usually a lot faster than that. Once we've processed it, how quickly it lands is down to your bank - normally a few working days. It may show up as the original charge dropping off your statement rather than a new credit appearing.

You're responsible for the cost of returning an item to us, and return postage isn't refundable.

Parcels that come back to us

If an order is returned to us because of one of the following:

  • The address was incomplete or the property inaccessible
  • The addressee had moved on
  • The parcel wasn't collected from the depot

then you can either have it sent out again or have a refund, and either way there's a £3.99 postage and handling charge to cover the cost of the trip it already made and sorting it out at our end. If the parcel came back because of a mistake at our end, or the courier's, there's no charge - we'll just get it to you.

If something's wrong with your order

Grow box or one-off order, if something's missing, damaged, or not what you were expecting, drop us a line at gang@potgang.co.uk within 14 days of your order being dispatched and we'll sort it. A photo helps if something's damaged.

We'll always try to help after that too - the 14 days is so we can actually do something about it while we've still got the same stock on the shelf, not a door slamming shut. The sooner you tell us, the easier it is to put right.

Get in touch

Any questions at all about a return or a refund, give us a shout at gang@potgang.co.uk and we'll help.

Pot Gang Ltd, Unit 407, Bon Marche Centre, 241-251 Ferndale Road, London, SW9 8BJ

Last updated: 17th August 2026