Guarantee & Returns Policy

12 Month Guarantee

At Kelways, we are keen to ensure you receive the best quality plants available. You can rest assured that any plant listed with a hardiness rating of H4 and above comes with a 12 month guarantee from the date of purchase.

Of course, every plant is different and should be cared for in a unique way. So, we endeavour to give full details of any additional care that may be needed to keep your plant in top condition.

How to claim

If you find any issues with one of our ‘fully hardy’ plants, simply send us a picture of the plant in question, along with your original order reference.

If you don’t have this to hand, please provide as much detail as you can. Your full name, address and the approximate date of your order can help us to find your original order in our system.

We aim to deal with complaints as swiftly and efficiently as possible. So, as soon as we receive the necessary information, one of our friendly experts will take a look and establish the cause of the problem. We may then be able to offer you either a refund or a replacement plant.

Need to know

  • Only plants marked with a hardiness rating of H4 and above qualify for this guarantee.
  • Bulbs and seeds are excluded from this guarantee (unless they do not grow true to form).
  • We cannot replace or refund plants that clearly show signs of neglect, i.e. lack of watering, planting in the wrong place.
  • We cannot replace or refund plants that are infected by an airborne disease outside of our control.