Return and Refund Policy

At True Organic Seeds, customer satisfaction is important to us. If you experience an issue with your order, we are here to help. Please read this Returns & Refund Policy carefully before making a purchase.

This policy applies to customers in the United Kingdom, the United States, Germany, France, Italy, Spain, and Australia.

1. Return Eligibility

You may request a return within 14 days of receiving your order if:

  • You received an incorrect item.
  • The item arrived damaged during transit.
  • The item is defective upon arrival.
  • The item is unused, unopened, and in its original condition and packaging.

Proof of purchase or your order number is required for all return requests.

2. Non-Returnable Items

Due to the nature of our products, we generally cannot accept returns or exchanges for:

  • Opened or used seed packets.
  • Products that have been planted, sown, or otherwise used.
  • Items damaged due to improper storage or handling after delivery.
  • Products returned without prior authorisation.
  • Gift cards or promotional items, where applicable.

These exclusions do not affect any rights you may have under applicable consumer protection laws.

3. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, or you receive an incorrect product, please contact us within 7 days of delivery so we can assist you promptly.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the product and its packaging.

After reviewing your request, we will provide an appropriate resolution, such as a replacement or refund, in accordance with the circumstances and your rights under applicable law.

4. How to Request a Return

Before returning an item, please contact our Customer Support team.

Email: support@trueorganicseeds.com

Please include:

  • Your order number.
  • Full name.
  • Reason for the return.
  • Supporting photographs, if applicable.

Please wait for return instructions before sending an item back to us.

5. Return Shipping

If a return is required because we supplied an incorrect, damaged, or defective item, we will provide return instructions and, where applicable, cover reasonable return shipping costs.

For approved returns that are not the result of our error, the customer is responsible for return shipping costs unless otherwise required by applicable consumer protection laws.

We recommend using a tracked shipping service when returning an item.

6. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If approved, the refund will be issued to the original payment method used for the purchase.

Please allow 5–10 business days after the refund has been processed for it to appear in your account. Processing times may vary depending on your payment provider or financial institution.

Original shipping charges are generally non-refundable unless the return results from our error or a refund of those charges is required by applicable law.

7. Exchanges

Where applicable, we may replace products that are received damaged or defective, or where an incorrect product has been supplied.

Please contact us before returning an item so that we can provide the appropriate instructions.

8. Seed Performance

Seed germination and plant growth depend on many factors beyond our control, including climate, soil conditions, storage, watering, cultivation methods, environmental conditions, and general plant care.

For this reason, we cannot offer refunds or replacements based solely on germination rates, plant performance, crop yield, or growing results unless required by applicable law.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@trueorganicseeds.com.

Orders may be cancelled only if they have not yet entered processing or been dispatched.

Once an order has entered processing or has been dispatched, we may be unable to cancel it. If cancellation is no longer possible, any return rights available to you will be handled in accordance with this Returns & Refund Policy and applicable consumer protection laws.

10. Your Consumer Rights

Nothing in this Returns & Refund Policy is intended to limit or exclude any statutory rights available to you under applicable consumer protection laws.

Where applicable law provides rights or remedies that are more favourable than the terms stated in this policy, those statutory rights will apply.

11. Contact Us

If you have any questions regarding a return, refund, exchange, or cancellation, please contact us:

True Organic Seeds
FARMER MART LTD
2 Frederick Street
Kings Cross
London, United Kingdom
WC1X 0ND

Email: support@trueorganicseeds.com