How do I make a guarantee claim?

Where offered for your delivery destination, send the request within 28 days of delivery and include your order number, clear photos (whole plant and close-ups), and a short note on light, watering routine, and temperature.Submit it via Returns & Refunds so it can be assessed. Rules and outcomes are explained on Returns & Refunds.

What does the 28-day plant guarantee cover?

Where offered for your delivery destination, the 28-day plant health guarantee covers genuine quality issues that appear within 28 days of delivery despite reasonable care and suitable conditions.It typically covers hidden issues, serious transit-related damage that becomes clear after unpacking, or unusual rapid decline that cannot reasonably be linked to normal care factors.It does not cover normal acclimation, care-related damage, pests introduced after delivery, or mechanical damage at home. Full conditions and exclusions are listed on Returns & Refunds.

How do returns and refunds work?

Returns and refunds depend on the reason for the request, such as change of mind versus a confirmed issue (damage, wrong item, or fault).For change-of-mind returns, items must be returned in the original pot and substrate and packed safely. Return shipping is paid by the customer.For confirmed issues, provide photos and order details so the case can be assessed. Where a return is required for an approved case, necessary return shipping is covered.Full rules and exclusions are listed on Returns & Refunds.

Can I get my refund to a different account?

No. Refunds can only be issued to the original payment method used at checkout. For security and compliance reasons, refunds cannot be redirected to a different account.

How long does a refund take after approval?

After approval, refunds are issued to the original payment method. The time it takes to appear depends on the payment provider and your bank.Many refunds appear within a few business days, but some banks take longer. If a refund seems delayed, use Returns & Refunds with your order number.

Who pays return shipping?

For change-of-mind returns, the customer pays the direct cost of return shipping.For confirmed issues (such as wrong item or fault), necessary return shipping is covered if a return is required for an approved case.Details are listed on Returns & Refunds.

How do I start a return request?

Submit your request via Returns & Refunds and include your order number and the items concerned.You will receive the next steps and return instructions based on your destination and the type of request.