Last updated: 29 October 2026
Live plants are perishable, so this policy has separate rules for plants and for everything else. None of it affects your statutory rights under the Consumer Rights Act 2015.
Plants that arrive dead or damaged
We pack every order carefully. If a plant arrives dead, crushed or badly damaged:
- Contact us within 48 hours of delivery. Email us or send a WhatsApp message to 07736 304055 with your order number.
- Attach a photo of the plant and the packaging as it arrived.
- We will send a replacement or refund that item, whichever you prefer. You do not need to send the plant back.
For posted orders, please open the parcel on the day it arrives. Plants left in the box for several days, or exposed to frost or heat after delivery, are not covered.
Changing your mind
- Live plants, moss and planted driftwood: you cannot cancel these for a change of mind. They deteriorate quickly once they leave our tanks, so under the Consumer Contracts Regulations 2013 the 14-day cancellation right does not apply to them.
- Non-living items (pleco caves, unplanted wood, fertilisers, root tabs and fish food): you can cancel within 14 days of receiving them, without giving a reason.
- Tell us by email or WhatsApp. You then have another 14 days to post the items back unused, in their original packaging. Opened fertilisers and food cannot be returned for hygiene reasons.
- You pay the return postage.
- We refund the item price and the original delivery charge (or the cheaper option, if you chose a faster one) within 14 days of receiving the items back.
What is not a fault
Plants are living things, so some changes are normal and are not a fault:
- Pot-grown plants are often grown out of water. Once submerged, they may shed old leaves, change colour or grow new leaves in a different shape.
- Cryptocorynes may “melt” (lose their leaves) after planting, then regrow from the roots.
- Size and shape vary from plant to plant, so the plant you receive may look different from the photos.
Faulty or wrong items
If we sent the wrong item, or a non-living item is faulty, contact us and we will put it right at our cost. Under the Consumer Rights Act 2015 you are entitled to:
- a refund within 30 days of delivery;
- or, after that, a repair or replacement.
Refunds
Refunds go back to the card or payment method you used, within 14 days of us agreeing the refund. Your bank may take a few more days to show it.
Collections
If you collect your order in Kirkcaldy, please check it before you leave. We are happy to swap a plant on the spot.
Contact
World of Mosses (Michal Kwil, sole trader), 7 York Place, Kirkcaldy KY1 3HN. Email us, call or text 07736 304055, or message us on WhatsApp.