TERMS AND CONDITIONS for Online Purchases.

Our Plant Descriptions and Photographs – At Urban Jungle, we understand that plants, just like us, have their own individual characteristics. Due to the whims of nature and the limitations of technology, colours and appearances might vary slightly. Each plant has its own story, with variations in shape and size adding to their charm.
We strive to capture the true essence of our plants with photographs of flowers and mature specimens. We’re happy to provide pictures of the actual plant on request.
Our commitment to accuracy in our product descriptions is unwavering, but should you spot a discrepancy, we encourage you to reach out. We appreciate your keen eyes and will swiftly rectify any errors.
Remember, plants are living, seasonal beings, and although our photos might display them in full bloom or with lush leaves, depending on the season, your plant may arrive in a different stage of its life cycle.
If we list dimensions for the plants, these are approximate.
The height of the plant is measured from the top of the pot to their tallest leaf, unless we state otherwise.
We may also cut back some plants; herbaceous perennials for example survive the rigours of their journey, and planting in your garden, if their size is reduced, but rest assured – they bounce back quickly.

Placing an Order: Upon successful payment, you’ll be notified by an automatic confirmation email. We want to remind you that all orders are subject to the whims of nature and availability. Even if our website shows your desired plant as in stock, there are times when, in the brief journey from online click to our nursery reality, it might have found a new home at our till, or when selecting your plant, our team might decide it isn’t in a suitable condition to send to you.

If your chosen purchase isn’t available, we won’t leave you plantless. Our knowledgeable team will suggest some fantastic alternatives that match your original choice in spirit and style. The final decision is always in your hands – you can accept the suggested substitute (with any price differences sorted), or you have the option to cancel the order or part of it.

Cancellations: If you change your mind about an order, our policy is simple and customer-friendly. Cancel before your order is dispatched, and we’ll ensure a hassle-free refund within 5 business days. However, the moment you receive the dispatch notification, your order is already dancing its way to you, and at that point, it’s a bit too late to halt its journey.
But fret not! In cases where your order is already on its way to you or has arrived but doesn’t quite fit your green dreams, don’t worry, we’ve got you covered. See below.

Returns: Changed your mind? No problem. Our 14-day money-back guarantee lets you return your plants, no questions asked. We’ll refund the cost of the plants (excluding delivery fees) within 5 working days from the day they safely return to our nursery.
The cost of returning the plants to us will be your responsibility.

Incorrect or Damaged Plants: At Urban Jungle we’re committed to your happiness, and dedicated to ensuring your plant journey is as hassle-free as possible. If you find yourself with an unexpected plant or one that’s had a rough trip, rest assured, we’re here to set things right.
When handpicking your plants, we always choose the healthiest and most vibrant. However, should any items arrive with more than superficial damage (damage that would affect the health of the plant rather than cosmetic damage to leaves), or if a plant you didn’t order finds its way to you (whether it’s the wrong variety or colour), we’re committed to making amends.
Don’t worry about additional fees for replacements – we’ve got that covered. And in the event that your original choice isn’t available, our team will reach out to explore alternative options with you. We’re here to ensure your Urban Jungle experience is nothing short of fantastic.

Important Notice for Returns: Before sending any plants back to our nursery, please reach out to us to discuss the return details. We ask that you return the plants in the same condition they arrived in, taking all necessary care to ensure their safety both under your care and on their journey back to us.
Please be mindful that if the plants are returned in a lesser condition than when they were delivered, it may affect the refund we can offer you.
Do note, we can’t accept returns for plants that have been rehomed in new pots, planted in your garden, or otherwise altered from the condition they were in when they left our nursery.

Refunds: At Urban Jungle, we understand that sometimes things don’t go as planned. If your new plants aren’t quite what you expected, or you have changed your mind, you can return them in their original condition within 14 days of arrival, no questions asked.
Plus, we’re committed to replacing any plants that suffer damage in transit or are mistakenly delivered.

Changes to Terms and Conditions: Urban Jungle reserves the right to modify these terms and conditions at any time. Any changes will be effective immediately and will apply to all purchases made after the changes are implemented.

TERMS AND CONDITIONS for In-store Purchases.

When you make a purchase at any of our store locations, the following terms and conditions apply.

Returns and Refunds Policy: We want you to be completely happy with your purchase. If for any reason you are not satisfied, you can return your items within 14 days of purchase.

Eligibility for Returns: Returns are accepted for plants, pots, gifts, compost, and other items purchased in-store, provided they are in their original condition.
Plants should be in the same condition as when purchased and should not have been repotted or planted.
Non-plant items should be unused and in their original packaging.

Process for Returns: Returns must be made in person at the store where the items were purchased.
Please bring your receipt as proof of purchase. Without a receipt, we may be unable to process your return.

Refunds: Upon accepting the return, we will process your refund to the original method of payment.

Customer Responsibilities: We kindly remind our customers to choose their items carefully and ask any questions they might have before making a purchase. Our knowledgeable staff is always here to help guide you in making the best choice for your needs.

Changes to Terms and Conditions: Urban Jungle reserves the right to modify these terms and conditions at any time. Any changes will be effective immediately and will apply to all purchases made after the changes are implemented.

Plant Care and Responsibility:

At Urban Jungle, we take pride in providing healthy, robust plants and are committed to guiding our customers on proper plant care. However, once a plant leaves our nursery, its continued health depends significantly on the care it receives.

Customer Responsibility: We encourage customers to familiarise themselves with the care requirements for each plant. Our team is always available to provide advice and guidance on how to best look after your purchases.
Responsibility for the plant’s health and well-being transfers to the customer upon purchase.

Limitations on Returns: Plants that have been neglected, improperly cared for, or damaged after purchase are not eligible for return. This includes, but is not limited to, overwatering, under-watering, exposure to inappropriate light or temperature levels, and physical damage.
We cannot accept returns for plants affected by extreme weather or other environmental factors beyond our control after they have left our care.

Assessment of Plant Condition: In cases where the health of the plant is in question upon return, we reserve the right to assess its condition. This assessment will determine if the plant was subjected to conditions inconsistent with its requirements.

We understand that not every plant journey is smooth, and we are here to support our customers through it. However, our returns policy must reflect the shared responsibility between Urban Jungle and our customers in nurturing and sustaining living beings.

House Rules.

  • Dogs are welcome in the nurseries and cafes. Please keep them on a short lead.
  • Don’t let your dog use our plants and pots as a toilet. If they do, we’ll kindly ask you to purchase them.
  • Kids are welcome but keep them close – no running.
  • Caution – Don’t climb on the rocks at our Beccles Centre- they may become dislodged and cause injury.
  • Caution – Our Costessey Centre has a pond with deep water. And please don’t throw coins in the pond as they harm the fish.
    Be aware that CCTV is in operation.