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.

Growth after planting depends on your aquarium conditions and the plant’s requirements. If a plant struggles to settle in, contact us with photographs and details of your setup so we can help identify the cause.