Refund & Replacement Policy – Pure Plants

At Pure Plants, we strive to provide our customers with fresh, healthy, and high-quality plants and gardening products. Due to the perishable nature of plants, our refund and replacement policy has specific conditions to ensure fairness and quality assurance.

1. Plants & Living Products

  • Non-Returnable: Plants and other living products (e.g., herbs, trees, shrubs) are non-returnable once delivered, as they are perishable items.
  • Damaged or Unhealthy Plants: If a plant arrives damaged, unhealthy, or not as described, you must report the issue within 24 hours of delivery by contacting us at [Insert Email] or [Insert Phone] with clear photos of the product and packaging.
  • Replacement: Upon verification, we will send a replacement plant at no additional cost or offer a store credit/refund.
  • Incorrect Plant Delivered: If you receive the wrong plant, we will arrange for a replacement or full refund at our expense.

2. Non-Plant Items (Pots, Tools, Accessories)

  • Non-living products can be returned or replaced within 7 days of delivery, provided they are unused, in original packaging, and in resaleable condition.
  • The return shipping cost (if applicable) will be the responsibility of the customer unless the product is faulty or incorrect.

3. Refunds

  • Refunds for approved cases (plants or accessories) will be processed via the original payment method.
  • It may take 5–7 business days for the refund to reflect in your account, depending on your bank/payment provider.
  • Shipping and delivery fees are non-refundable unless the order was incorrect or damaged due to our fault.

4. Cancellations

  • Orders can be canceled within 12 hours of placement, provided they have not been shipped or prepared.
  • Refunds for canceled orders will be processed within 3–5 business days. A small payment gateway transaction fee may be deducted.

5. Conditions for Refund/Replacement Approval

  • Claims must be made within 24 hours for plants and 7 days for non-plant items.
  • Clear photographic evidence of the issue is required for all claims.
  • Pure Plants reserves the right to reject claims for plants that have been mishandled or poorly cared for after delivery.

How to Request a Refund or Replacement?

  1. Contact our customer support within the applicable time frame.
  2. Provide your order number, photos of the plant/item, and a brief description of the issue.
  3. Our team will assess the claim and confirm the next steps (replacement, refund, or credit).