Refund Policy – Live Plants

Because our products are live plants, they are natural living goods and may show minor cosmetic imperfections or signs of normal transit stress. Small variations in size, shape, colour, and appearance are normal and do not affect the overall health of the plant.

We do not accept returns or offer refunds for change of mind on live plants.

Damaged or Dead on Arrival

If your plant arrives dead or heavily damaged, you must contact us within 12 hours of the parcel being marked as delivered or collected so that we can assess the issue.

To make a claim, please contact us with:

• your order number,
• clear photos of the plant,
• clear photos of the packaging,
• photos taken on the day of delivery or collection.

Customers are responsible for unpacking and inspecting live plants promptly after delivery or collection. Delays in collecting, unpacking, or reporting issues may affect the plant’s condition and may result in a claim being refused.

Claims reported after 12 hours, or claims submitted without sufficient photo evidence, may be refused.

What qualifies for a refund, replacement, or other remedy

If a plant arrives dead, heavily damaged, or in a condition that makes it clearly non-viable on arrival, we may offer an appropriate remedy.

Depending on the circumstances, this may include:

• a replacement plant,
• a partial refund,
• a full refund,
• store credit or a discount code for a future order,
• or another goodwill remedy at our discretion.

Any remedy offered will be determined at our discretion and in line with applicable consumer law.

What does not qualify for a refund

Minor cosmetic damage and normal transit stress do not qualify for a refund, replacement, or compensation where the plant remains alive and generally healthy overall.

This may include, for example:

• damaged, yellowing, browning, or broken leaves,
• minor soil spillage,
• cosmetic imperfections,
• slight bending or temporary signs of shipping stress,
• mild dehydration or stress after transit.

A plant will not be considered dead or heavily damaged solely because it shows some cosmetic damage or leaf damage, provided it remains alive and generally healthy overall.

Important note about live plants

Plants are living products and can react to shipping, temperature changes, and changes in environment. Some leaf loss, colour change, or temporary stress after transport is normal and does not necessarily mean the plant arrived unhealthy.

We are not responsible for deterioration caused by delayed collection, failure to unpack the plant promptly, incorrect care after delivery, or exposure to unsuitable temperatures after delivery.

Consumer rights

Nothing in this policy affects your statutory rights under applicable consumer protection law, including your rights where goods are faulty, damaged, or not as described.

Contact info: nanoplants@onet.eu, +48 664510188