Free same-day Dubai delivery over AED 199 · Cash on delivery across the UAE
Heavenly Plants

Returns & Replacements

Plants are living, perishable goods, so our policy works differently from a typical “14-day return.” Our priority is simple: every plant should arrive alive and healthy. If it doesn't, we make it right quickly.

Alive-on-arrival guarantee

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 forms, no return shipping, no fuss. Where a like-for-like replacement isn't in stock, we'll offer the closest alternative or a full refund of the item.

Please keep the original packaging until your claim is resolved, as it sometimes helps us understand what happened in transit and improve our protection.

How to make a claim

  • 1. Photograph the plant and any damage in good light, within 24 hours of delivery.
  • 2. Message us on WhatsApp with the photos and your order number.
  • 3. We'll confirm the resolution - replacement, alternative, or refund - usually within one business day.

Live-plant return limits

Because live plants are perishable and can't be safely resold once they've left our care, we can't accept change-of-mind returns on plants. The 24-hour guarantee covers their condition on arrival, not decline that happens later from watering, light, or placement at home - our UAE care guides and our WhatsApp team are here to help your plant settle in. If a plant struggles in its first weeks, message us anyway: we'd much rather troubleshoot and keep it alive than see you stuck.

Planters, soil, tools & gifting (hardgoods)

Non-living items can be returned within 7 days if they're unused, in their original packaging, and in resaleable condition. Opened soil, fertilizer, and other consumables can't be returned for hygiene reasons unless they arrived faulty. Message us to arrange a pickup or return.

Cash on Delivery (COD) refunds

For COD orders there's no card to refund to, so approved refunds are issued 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 and process the transfer within 5-7 business days of approving the claim. For card, Tabby, or Tamara orders, refunds go back to the original payment method.

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.