Help with plants that arrive damaged

We carefully check and pack your plants before dispatch. If something arrives damaged or in poor condition, please get in touch so we can help.

On the day of arrival

What to send us

Please inspect your plants on the day they arrive. If any appear damaged or in poor condition, email info@aquaessentials.co.uk that day with your order number and clear photographs, before planting, trimming or removing damaged leaves.

Photographs should show the whole of each affected plant, including its pot or packaging, and the damage you are reporting. This helps us assess its condition on arrival.

Email us about your plants

What happens next

We’ll review the information and explain the appropriate solution, including a refund or replacement where applicable. If you prefer account credit, let us know.

Please contact us before returning or disposing of affected plants so we can advise on the next steps.

Unsure whether your plant is damaged?

An occasional bent or broken leaf does not necessarily mean a plant is unhealthy. If you’re unsure, send us a photograph and we’ll help you assess it.

After your plants are in your aquarium

Our responsibility is to get your plants to you healthy and in great condition. Once they’re in your aquarium, whether planted, floating, attached or left in their pots, how they settle depends on your tank’s light, nutrients, water conditions and maturity, which are outside our control.

For that reason, we’re unable to offer refunds or replacements for plants that don’t establish once they’ve been added to your aquarium. If something arrives damaged, let us know on the day it arrives, as explained above.

If a plant is struggling, send us photographs and details of your setup and we’ll gladly help you work out why.