Returns & Refunds Policy

We know that trusting an online store with your rare plant collection isn’t easy. If something goes wrong with an order, we want to make it right – quickly and fairly.

🌱 Live Plant Arrival Guarantee

Every plant we send is healthy and ready to thrive when it leaves us. If yours doesn’t arrive that way, we’ve got you covered.

Reporting window: Let us know within 24 hours of delivery.
How to report: Contact us via our Contact Us Form or reply directly to your order confirmation email with your order number and clear photos of the plant and its packaging, taken as soon as you open the box.
What you’ll get: Once we’ve reviewed the photos, you’re entitled to a full refund for the affected plant(s) – or, if you’d rather try again, we’ll send a replacement and cover the reshipping cost ourselves.
Exclusions & Variegation: Minor cosmetic transit stress (a folded leaf, a little spilled soil, or temporary wilt) is not considered damage.

Claims reported after 24 hours, or submitted without photos, are not eligible for guarantee claims.

🔁 Returns & Order Cancellations

Live Plants (After Dispatch): Because plants are living and perishable, we cannot accept returns for change of mind or healthy plants that have already been dispatched.

💸 Refund Processing

Approved refunds are processed back to your original payment method within 1-5 business days.
Original shipping fees are non-refundable unless the entire order arrived damaged or was confirmed lost by the courier.

📦 Wrong or Missing Items

Mix-ups happen! If you received the wrong plant, or something’s missing from your order, email us within 48 hours of delivery with your order number and photos, and we’ll sort it out at no extra cost to you.

💌 Get in Touch

Questions about a return, refund, or plant care? Email or reach us via our Contact page.

This policy applies to purchases made through greenlove.nz.