Return and Refund Policy
Last Updated: September 2026
At True Organic Seeds, operated by FARMER MART LTD, customer satisfaction is important to us. If you experience an issue with your order or wish to return an eligible product, please review the information below.
Nothing in this policy limits your statutory rights under applicable UK consumer law.
1. Change-of-Mind Returns
If you purchase products from us online, you may generally cancel your order within 14 days of receiving the goods without giving a reason.
After notifying us that you wish to cancel, you must normally return the goods within a further 14 days.
To qualify for a full refund, products should be returned in substantially the same condition in which they were received.
You may inspect products as you reasonably would in a shop. If products have been handled beyond what is reasonably necessary to establish their nature, characteristics, or condition, we may reduce the refund to reflect any resulting loss in value where permitted by law.
2. Products That Have Been Used
Seeds that have already been sown, planted, consumed, or otherwise used cannot normally be returned as a change-of-mind return.
If packaging has been opened or the product has been handled beyond what would reasonably be necessary to inspect it, any refund may be reduced to reflect diminished value where permitted by law.
This does not affect your rights if the product is faulty, damaged, incorrect, or not as described.
3. Damaged, Faulty or Incorrect Products
If you receive a product that is:
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Damaged
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Faulty
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Incorrect
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Not as described
please contact us as soon as reasonably possible.
Please provide:
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Your order number
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Your full name
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A description of the problem
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Photographs of the product and packaging where reasonably helpful
Depending on the circumstances and your statutory rights, an appropriate remedy may include a refund, replacement, or other remedy required by law.
UK consumers may have a short-term right to reject faulty or non-conforming goods within 30 days, subject to applicable consumer law.
4. How to Request a Return
To request a return or cancellation, contact:
Email: support@trueorganicseeds.com
Phone: +44 333 057 1287
Please include:
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Your order number
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Your name
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The product you wish to return
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The reason for the return, where applicable
You do not need to provide a reason when exercising an applicable statutory change-of-mind cancellation right.
Please contact us before sending products back so that we can provide the appropriate return instructions.
5. Return Shipping Costs
Change-of-Mind Returns
Where you exercise your statutory cancellation right because you have changed your mind, you will normally be responsible for the direct cost of returning the products, provided we have informed you of this responsibility as required by law.
We recommend using a tracked postal service and retaining proof of postage.
Faulty, Damaged or Incorrect Products
Where a product is faulty, damaged, misdescribed, or incorrectly supplied and a return is required, True Organic Seeds will bear reasonable return costs where required under applicable law.
6. Refunds
For eligible change-of-mind cancellations, refunds will generally include:
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The price paid for the returned products
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The cost of the least expensive standard delivery option offered for the order, where applicable
If you selected a more expensive delivery service, such as express delivery, we are not required to refund the additional amount above the standard delivery cost.
Refunds will normally be issued using the same payment method used for the original transaction unless you expressly agree otherwise.
Where goods are being returned, we may wait until we receive the goods back or receive evidence that they have been sent back, whichever occurs first.
Eligible refunds will be processed without undue delay and generally no later than 14 days after the relevant return or evidence of return is received.
Your bank or payment provider may require additional time to display the refund in your account.
7. Exchanges and Replacements
Where appropriate, we may offer a replacement for products that arrive damaged, faulty, or incorrectly supplied.
Please contact us before returning any product so that we can review the issue and provide the appropriate instructions.
Your statutory rights are not affected by whether a replacement is offered.
8. Seed Germination and Growing Results
Germination and plant growth are affected by many factors, including:
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Temperature
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Soil conditions
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Watering
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Light
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Storage
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Sowing depth
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Seasonal conditions
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Growing methods
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Pest and disease pressure
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General plant care
For this reason, differences in germination, plant growth, flowering, or crop yield do not automatically mean that seeds are faulty.
However, this provision does not remove your statutory rights where products are genuinely faulty, misdescribed, or otherwise do not meet the requirements of applicable consumer law.
If you believe there is a problem with the seeds supplied, please contact us with your order details so that we can review the matter.
9. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
If the order has not yet been dispatched, we will make reasonable efforts to cancel it.
If the order has already been dispatched, this does not automatically remove any statutory cancellation rights you may have after receiving the products.
10. Your Consumer Rights
Nothing in this Returns & Refund Policy excludes, restricts, or replaces your statutory rights.
Products supplied to consumers must meet applicable legal requirements, including requirements relating to quality, fitness for purpose, and conformity with their description.
Depending on the circumstances, consumers may be entitled to a refund, repair, replacement, price reduction, or other remedy under UK consumer law.
11. Optional Cancellation Notice
If you wish to exercise your cancellation right, you may contact us by email or use the following wording:
To: FARMER MART LTD, trading as True Organic Seeds
Email: support@trueorganicseeds.com
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Order Number:
Product(s):
Ordered On:
Received On:
Customer Name:
Customer Address:
Date:
Using this format is optional. You may also contact us directly by email.
12. Contact Us
If you have questions about a return, refund, replacement, or cancellation, please contact:
True Organic Seeds
Operated by FARMER MART LTD
Frederick Street
Kings Cross
London, WC1X 0ND
United Kingdom
Email: support@trueorganicseeds.com
Phone: +44 333 057 1287
