At The Farm Landscapers Ltd, we want you to feel confident about your purchase. We supply living plants, handmade planters, garden products and custom creations, each with different handling and care requirements.

This policy explains when a return, replacement or refund may be available and how to report a problem.

1. Before You Purchase: Ask for Photos

We strongly encourage you to request current photos of the actual plants or products before paying, especially when ordering plants, handmade pots or unique items.

Website images show the general appearance of a product. Plants naturally vary in height, fullness, leaf colour, branching and flowering stage. No two plants will look exactly alike, and a plant may not be flowering when supplied.

For other products, please confirm the dimensions, material, colour, finish and intended use before purchasing. Where a listing offers several items, confirm which particular item you are selecting.

When we send photos for approval, please raise any concerns before confirming dispatch. We will treat your express approval as acceptance of the visible features and variations disclosed to you. Not responding to a photo does not count as approval.

Photo approval does not remove your right to report hidden defects, delivery damage or a product that differs materially from what was agreed.

2. Handmade Pots, Planters and Natural Materials

Many of our clay pots, concrete planters and decorative products are handmade. Our clay products may be fired in traditional wood-fired kilns, which can create natural variations between individual pieces.

These may include:

  • Slight differences in colour, texture and surface finish.

  • Minor variations in shape or dimensions.

  • Uneven tones, firing marks and small cosmetic irregularities.

  • Natural differences between items purchased as a set.

Minor variations that do not affect the product’s strength, safety or intended use are part of its handmade character. They are not normally grounds for a defect claim where they were accurately described or disclosed before purchase.

Structural cracks, significant breakages or defects that prevent the agreed use are assessed separately. We will not treat a damaged or unusable product as an acceptable handmade variation.

If you require closely matching pots or a particular finish, please discuss this with us before ordering.

3. Plants: Our 7-Day Replacement Policy

We take care to dispatch healthy plants and package them appropriately for the agreed delivery method.

If your plant arrives dead, broken or seriously damaged, please contact us as soon as possible and within seven days of delivery under our plant replacement policy.

Email info@thefarm.co.ke with:

  • Your name and order number or proof of purchase.

  • The delivery date.

  • Clear photos of the whole plant and the affected areas.

  • Photos of the packaging, where relevant.

  • A short explanation of the problem.

Please photograph damage promptly, ideally when unpacking. This helps us understand the condition on arrival and investigate any transport damage.

For an approved claim, we will arrange a suitable replacement. Where a suitable replacement is unavailable, we will discuss a refund or another solution with you. A different plant or store credit will only be offered with your agreement.

Natural differences from website photographs, a small amount of soil movement or minor leaf damage do not automatically mean that a plant is unhealthy. We assess the extent of the problem and its effect on the plant.

Our replacement policy does not cover deterioration caused after delivery by unsuitable watering, excessive sun exposure, poor drainage, mishandling or other inappropriate growing conditions. This exclusion does not apply to a problem that existed when the plant was supplied.

Please continue giving the plant appropriate care while we review your claim. Contact us before disposing of it or returning it.

4. Delivery and Transit Damage

For orders delivered directly by The Farm, please inspect your items at handover wherever practical and report visible damage immediately.

For deliveries outside our direct delivery arrangements, we may use an agreed third-party transporter. Plants and fragile pots require careful handling, and delivery options and packaging costs may differ depending on the order.

Where The Farm arranges transport, report any delivery problem to us so we can investigate and coordinate the appropriate resolution. Using a third-party courier does not automatically exclude a valid claim.

Where you independently appoint and manage your own transporter, we will assess any complaint against the product’s recorded condition at handover and the cause of the damage. Damage caused solely by your transporter after collecting goods in the agreed condition will generally need to be addressed with that transporter. This does not exclude responsibility for our own packing errors or pre-existing defects.

Special crates, pallet boxes or additional protective packaging must be agreed and priced before dispatch.

5. Birds and Animals

Animal welfare comes first. Where we supply birds or animals, the collection or delivery method must be agreed before purchase and must be suitable for the animal concerned.

For deliveries handled directly by The Farm within Nairobi, our arrival guarantee covers animals that arrive dead or with a serious injury sustained during our delivery. Please inspect them at handover and contact us immediately if there is a problem.

For deliveries outside Nairobi, please discuss suitable private transport with us before purchasing. We may decline dispatch where the proposed transport arrangements are unsuitable.

If an animal arrives dead, injured or visibly unwell, contact us immediately with your order details and supporting photos where possible. Seek prompt veterinary attention where needed; do not delay urgent care while waiting for our response.

We will assess the circumstances and arrange an appropriate remedy for an approved claim. Transport arranged independently by a customer does not carry our direct-delivery arrival guarantee, but this does not exclude claims concerning an animal that was already unwell or incorrectly supplied.

We do not normally accept change-of-mind returns of healthy animals because of welfare and biosecurity concerns. Do not send an animal back without first agreeing safe arrangements with us.

6. Other Products and Change-of-Mind Returns

For eligible, non-custom products, you may request a change-of-mind return within seven days of delivery. These returns are subject to approval.

The product must be unused, uninstalled, unaltered and in a resaleable condition, with its accessories and original packaging where supplied.

Where the correct product was supplied in the agreed condition, but you no longer want it:

  • The original delivery charge remains payable and is not refundable.

  • You cover the cost of returning it.

  • You cover any additional delivery charge for an agreed exchange.

  • The item must be packed suitably to prevent damage during return transport.

These conditions also apply where you approved photos of the actual item or inspected it before purchase and subsequently changed your mind.

Plants, animals and custom products are subject to their separate sections in this policy.

7. Custom Orders, Colours and Personalised Work

Please confirm all specifications carefully before approving a custom order, including measurements, colour, finish, design and any access or installation requirements.

The Farm may decline a change-of-mind cancellation, return or refund for:

  • Pots or planters made to your measurements.

  • Products painted or finished in your selected colour.

  • Personalised or specially commissioned items.

  • Custom fountains, garden features or other approved fabrication work.

Once agreed custom work has started or dedicated materials have been purchased, cancellation may involve a deduction for reasonable, documented costs already incurred. We will explain any proposed deduction and refund any remaining balance due.

Custom status does not exclude a remedy for defective work or a product that does not meet the agreed specifications.

8. Soil, Growing Media and Consumable Products

Please check the product type and quantity before opening or using soil, compost, potting mixes and other growing media.

Opened, used or mixed growing media are not normally eligible for change-of-mind returns. If the wrong product was supplied or there is a quality concern, contact us with photos and order details so we can assess it.

Plant growth depends on several factors, including watering, light, drainage and care. Purchasing a growing medium does not guarantee a particular growth result.

9. Fountains, Equipment and Installation Services

Please report faults with pumps, lights, fountains or other equipment promptly. The applicable product warranty or written installation agreement will guide the assessment alongside your consumer rights.

Damage caused by misuse, unauthorised alterations or failure to follow supplied operating instructions is not covered where that caused the fault.

For landscaping, installation and custom projects, cancellation terms, completed work and project warranties are governed by the written quotation or contract, subject to applicable law.

10. Wrong, Defective or Damaged Items

If we supply the wrong item, a defective product or an item damaged through a delivery arrangement for which we are responsible, contact us so we can arrange an appropriate remedy.

For an accepted claim of this kind, The Farm will cover reasonable, agreed return or replacement delivery costs. Change-of-mind delivery deductions do not apply to an error for which we are responsible.

Please speak with us before booking return transport so that the collection method and cost can be agreed.

11. How Refunds Are Processed

Contact info@thefarm.co.ke before returning any product. We will explain the assessment process and whether a return or inspection is necessary.

Once a refund is approved and any agreed return or inspection is complete, we will confirm the amount and processing date in writing. Our target is to issue approved refunds within 7–14 business days. Your payment provider may take additional time to reflect the funds.

Refunds will normally be sent through the original payment method. We will explain any agreed deductions before processing the refund.

A receipt, order confirmation, M-Pesa transaction record or other reasonable proof of purchase may be used to identify your order.

12. Your Consumer Rights

The timeframes above describe our store return and replacement procedures. They do not remove any rights or remedies available under Kenyan law, including rights concerning defective, incorrectly supplied or misrepresented goods.

Inspecting an item, approving photographs or signing for delivery does not automatically waive a claim for a hidden defect.

Contact Us

For refund requests, delivery concerns or help choosing the right product, email info@thefarm.co.ke.

Before purchasing, ask for current photos, confirm your measurements and tell us how you intend to use the product. We are happy to help you make an informed choice.