Return & Exchange Policy
We want every plant to arrive happy and healthy. If something isn’t right with your order, here is how we handle it.
Damaged, wrong, or missing items
- Check your order on delivery. If an item arrives damaged, is the wrong item, or is missing, contact us within 48 hours of delivery.
- Send us your order number and clear photos of the item and packaging on WhatsApp or by email to [email protected].
- We will replace the item free of charge, or refund it if a replacement is not available.
Live plants
- Plants that arrive healthy are exchange-only and cannot be refunded — they are living products and their condition depends on care after delivery.
- Natural variation in size, shape, or colour from the site photos is not a defect.
- Not sure how to care for your plant? Message us — we are happy to help before considering an exchange.
Pots, tools, and accessories
- Non-plant items can be returned within 14 days of delivery, provided they are unused and in their original packaging.
- Return delivery costs are the customer’s responsibility unless the item was damaged or incorrect.
Refunds
- Approved refunds are issued to the original payment method (KNET or card via MyFatoorah), normally within 7–14 business days depending on your bank.
- Original delivery fees are non-refundable unless the whole order was damaged or incorrect.
How to start a return
Message us on WhatsApp or email [email protected] with your order number, and we will guide you through the next steps.