Refunds & Replacements Policy
We take great care and pride, in producing and packing our flowerpots. However, we understand that occasionally issues can arise. This policy explains when you are entitled to a replacement or refund and how to request one.
Our 3-Step process
Step 1 - Contact us
If your order arrives damaged, faulty, incorrect, or you believe your pot has failed under our one-year frostproof guarantee, please contact us within 5 working days of delivery (or as soon as the issue becomes apparent for frost-related claims).
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Please include your order number, a brief description of the issue, and clear photographs of the pot, including the affected area and Swing Tag where applicable.
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For frostproof claims, proof of purchase is required. Once received, we will assess the claim in line with our guarantee.
Step 2 - Assess/Approve
Once we receive your details, our team will review the information and confirm whether your replacement or refund is approved.
We will contact you to confirm which option you would prefer, a replacement or a refund.
If the item is out of stock, we will offer you the choice of:
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A suitable alternative product, or
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A full refund​
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Step 3 - Replace/Refund
We will arrange replacements to arrive within 3-5 business days subject to stock availability.
Due to the nature, size, and fragility of our terracotta flowerpots, we are unable to accept the return of broken pots.
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Where pots are broken, we recommend reusing the pieces as drainage material in the base of other planters or garden pots.
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Refunds are processed within 30 days of confirming the fault or damage.
Address
British Flowerpots Ltd.
Clough Green, Cawthorne
Barnsley, South Yorkshire, S75 4AD
Contact
01226 794059
Opening Hours
Mon - Fri
8:00 am – 4:00 pm
When Refund or Replacement is not an option
Due to the nature of our products:
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Items are not refundable if you ordered the wrong product by mistake or simply changed your mind
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Flowerpots purchased as “seconds” from our Factory Shop, are sold as seen and are non-refundable
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Pots damaged after delivery due to mishandling, improper use, or environmental factors are not eligible for return or refund
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Flowerpots purchased from a garden centre or any other third-party retailer must be returned to the original place of purchase and are not eligible for return or refund through British Flowerpots Ltd
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This does not affect your statutory rights.
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Order Cancellation Policy
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Before despatch you may cancel your order for a full refund, including delivery. After despatch orders are non-refundable in line with our policies.
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Delivery issues
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If a specific delivery date has been agreed and cannot be met, we will:
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Inform you as soon as possible, and
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Offer either a revised delivery date or a full refund
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While we make every effort to meet delivery times, we are not liable for losses caused by delays beyond our control.
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Delivery services for our orders are provided by third-party carriers, including DPD and Palletways.
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Any queries or complaints relating specifically to the delivery service — such as delivery time notifications, delivery windows, driver communication, or delivery location — should be raised directly with the delivery company using the tracking information provided.
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British Flowerpots Ltd is unable to investigate or resolve issues relating solely to carrier service levels; however, we will of course assist where a delivery issue has resulted in lost, damaged, or missing goods.
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Yorkshire Flowerpot Company
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British Flowerpots Ltd is not responsible for returns, refunds, or guarantees relating to the discontinued Yorkshire Flowerpots brand (owned & produced by Naylor Industries), which ceased trading in 2023. Historic guarantees issued by that company are no longer valid, visit our full T & C to read more.
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