Complaints & Returns Policy

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Complaints & Returns Policy

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In the event of non-compliance of the Goods with the sales contract, please contact us as soon as possible, not later than within 48 hours of receiving the order, by sending a message to the following e-mail address:

Complaints may be submitted only to the e-mail address indicated above, along with the relevant documentation
Complaints submitted by phone or via social media communicators will not be considered.

In the complaint e-mail, please provide a detailed description of the problem and provide the necessary information, be sure to provide us with the following information:

contact details of the complainant
order number;
full name of the product to which the complaint relates;
date of receipt/receipt of the order
information and circumstances regarding the subject of the complaint, in particular the type and date of non-compliance with the contract
confirmation of the existence of a defect at the time of handing over the item (photographic documentation, documents or product)
expected form of complaint resolution.

Only after receiving a complete complaint notification, we will be able to proceed with your complaint. We may ask you to provide additional information, additional evidence, if it facilitates or accelerates the consideration of the complaint.
You will receive a response to your application within a maximum of 14 working days from the receipt of the e-mail / complaint package.

Same policy applies if you have cancelled your order before receving the goods.

If the complaint is accepted, the store will offer one of the following forms of compensation:

replacement of the product with a new one
lowering the price of the purchased goods;
amount discount for subsequent purchases in the form of a voucher to the store;
in the case of a significant defect – return of goods.

The complaint does not cover plants that have been transplanted and/or blown up, cut, etc. by the Customer.


Remember that you have 14 days from the moment you receive the order to decide whether to return the ordered products. To exercise your right of withdrawal, please inform us of your decision. For this purpose, please send a statement of product return to the following e-mail address:

When preparing the package for return, please ensure that the returned product is properly and carefully secured so that it reaches us in a non-deteriorated condition. Plants have to be sent in exact same courier service as they were sent to client originally. If you plan to return the plants, please make sure the plants do not spend the weekend at the courier sorting office, as this may adversely affect their condition.

After receiving the return and confirming the good condition in which the product arrived to us, we will issue a refund within 14 days of receiving the package. If you receive the product in a deteriorated condition, the refund may be reduced by the amount of the damage caused.