WILLIAMS CACTUS

Shipment & Returns Policy

Effective Date: 01 April 2026

🚚 Shipping Information

Delivery Service

All orders are dispatched via Royal Mail Tracked 48, with full tracking provided. You will receive a tracking link by email once your order has been sent.

Dispatch Times

- Orders are packed and dispatched within 1–3 working days (excluding weekends and UK bank holidays)

- We only ship to confirmed UK delivery addresses

- Please ensure someone is available to accept delivery; cacti and succulents must not be left exposed to extreme heat, cold or frost

Packaging

All plants are sent bare-rooted: all soil is fully removed before packing. Each plant is carefully wrapped in newspaper for protection, then secured in sturdy packaging to minimise movement and safeguard condition during transit. See below for example.

📦 Damaged Goods & Returns

Arrival Damage

If your order arrives damaged:

- Proof of damage is required: Please send clear photos showing:

* Condition of the outer packaging

* Inner packaging and newspaper wrapping

* Full and close-up shots of damage to the plants

- Time limit: All claims must be sent within 48 hours of delivery

- Send full details and photos to: craig@williamscactus.com

- Royal Mail Claims: Any claims raised with Royal Mail are only accepted up to 30 days from the despatch date. We cannot assist with or escalate claims after this period has passed.

Resolutions

Once your claim is verified, we will offer your choice of:

* Full or partial refund

* Replacement plant (subject to stock availability)

Post-Delivery Care & Liability

We take great care to send out healthy, well-packaged plants. We cannot offer replacements or refunds for plants that fail or die more than 14 days after delivery. After this period, we are unable to take responsibility for plant health, as this depends entirely on your care, growing experience, and the conditions or environment you provide for the plant.

What is not covered

- Returns for change of mind

- Natural markings, scarring, colour variation or seasonal changes

- Minor stem/leaf marks or dry root tips that are normal when plants are sent bare-rooted

- Damage caused by incorrect delivery details provided by you

- Damage from weather or other external factors after delivery has been completed

- Loss or damage arising from unsuitable growing conditions or care provided after delivery

🤝 Communication Policy

We operate a zero-tolerance policy towards aggressive, abusive, threatening, or disrespectful communication of any kind, whether via email, messaging, phone, or any other channel. This includes harassment, personal attacks, or unreasonable demands intended to intimidate our team.

We reserve the right to cease all communication, cancel any pending orders, and close any open claims or enquiries immediately if this policy is breached. Professional and respectful dialogue is required at all times.

🔄 Exchanges

Exchanges are only offered if items arrive damaged or we send the wrong product. Please contact us within 48 hours with supporting photos and we will resolve this promptly.

Contact: Williams Cactus | Email: craig@williamscactus.com