Complaints and returns
Stages of the complaint process
TAKE PHOTOS OF THE DAMAGED PLANT /
Draw up the damage report in the presence of the courier.The taken photos will help us assess any quality issues with the plants.
FILL OUT RETURN/ COMPLAINT FORM
Use the form to send photos along with description of the problem, and all required information.
ANALYSIS AND CONSIDERATION
Our experts will review the photos to assess the problem. We will contact you to discuss the details.
SEND THE PACKAGE
If the return is considered accepted, follow the instructions as agreed, and send the package with the plants.
MONEY REFUND
When we receive the package, we will assess the condition of the plants, and then proceed with the refund within 7 business days to the provided bank account.
If the purchased item has manufacturing defects or does not match the description, please report the complaint.
Return policy
- Complaint submission: The customer reports a complaint within a maximum of 24 hours of receiving the shipment.
- We will not exchange or accept returns of plants if we believe the plant has dried out due to lack of watering or proper gardening care, or if the plant has been infected with a disease from your garden or neighboring gardens.
- We do not assume responsibility for the returned goods until we receive them.
- We require the use of our recommended courier company: DPD, Rohling Suus, or return to our sales point..
- If the product has been damaged or not returned in its original packaging, we claim the right to a partial refund.
- We do not cover return shipping costs.