Returns, Exchanges & Refunds
Three separate things, so there is never any doubt which one applies. Every live plant is covered by our 24-hour alive-on-arrival guarantee and our 14-day settle-in promise, both of which cost you nothing. On top of that, any item can be returned for any reason - faulty or simply not right for your space - within 15 days of delivery, with a free return label.
The policy at a glance
- Where we accept returns
- All of the United Arab Emirates
- Reasons accepted
- Both defective and non-defective items (including change of mind)
- Exchanges
- Accepted - swap for another item instead of a refund
- Item condition accepted
- New and slightly used
- Return window
- 15 days from the delivery date
- How to send it back
- By mail (courier pickup) or at a drop-off location
- Return label
- Download and print - free, we pay the return shipping
- Restocking fee
- 10% of the product price
- Refund processing time
- 5 days from when we receive the item
Alive-on-arrival guarantee (no return needed)
If a plant arrives damaged, broken, or in clearly poor health, send us a clear photo on WhatsApp within 24 hours of delivery and we'll arrange a free replacement - no return shipping, and no restocking fee. Where a like-for-like replacement isn't in stock, we'll offer the closest alternative or a full refund of the item. Defective items are always free to return; the 10% restocking fee applies only to change-of-mind returns.
Please keep the original packaging until your claim is resolved - it often helps us work out what happened in transit and improve our protection.
14-day settle-in promise (no return needed)
A plant that travelled and then met air-conditioned air often sulks for a week or two - a few dropped or yellowed leaves is normal, and most recover. If yours is still going backwards within 14 days of delivery and you have followed the care card it shipped with, message us on WhatsApp with photos. We troubleshoot first, and where the plant isn't recoverable we send one free replacement per order - no return, no restocking fee.
What this promise does not cover: plants left without water or light, pots with no drainage, repotting within the first month, pests carried over from other plants in your home, outdoor plants placed in full summer sun against the care card, and anything reported after 14 days. Beyond the window our WhatsApp plant help stays open for the life of the plant, free.
How to start a return or exchange
- 1. Message us on WhatsApp with your order number within 15 days of delivery, and tell us whether you want a refund or an exchange. Add photos if the item arrived damaged.
- 2. We email you a prepaid return label to download and print. Tape it to the box and either hand it to the courier we book for pickup, or drop it at the collection point we confirm with you. Return shipping is free either way.
- 3. Once the item reaches us and passes inspection, we process your refund or ship your exchange within 5 days.
Condition we can accept
We accept items back new or slightly used- unboxed and handled is fine, as long as the item is complete, undamaged beyond normal handling, and returned with its pot, saucer, and any included accessories. For hygiene and safety reasons we can't take back opened soil, fertilizer, or other consumables unless they arrived faulty, and gift cards are non-returnable.
If a plant declines after the first few days from watering, light, or placement, message us before returning it - our UAE care guides and our WhatsApp team can usually rescue it, and we'd much rather do that than see a plant travel back in a box.
Restocking fee
Change-of-mind returns carry a restocking fee of 10% of the product price, deducted from your refund. It covers inspection, re-potting, and re-conditioning so the item can go to its next home in good health. The fee is waived on defective items, alive-on-arrival claims, and exchanges.
Refunds & Cash on Delivery
Refunds are issued within 5 days of us receiving the returned item. For card, Tabby, or Tamara orders the money goes back to the original payment method. For COD orders there's no card to refund to, so we issue the refund by bank transfer to a UAE account in your name, or as store credit - your choice. We'll ask for your IBAN over a secure WhatsApp message.
Refused or undelivered COD orders
If a confirmed COD order is refused at the door or can't be delivered after repeated attempts, we may ask you to confirm future COD orders in advance. This keeps delivery affordable for everyone - plants travel a long way to reach you, and a refused box usually can't be re-sold.
Not sure if your situation is covered? Just ask us on WhatsApp - we're reasonable people.