Refund and Replacement Policy

This policy applies to all orders placed through PlantsGiftCart. It is written to be read rather than to be legally impressive, and if anything here is unclear, contact the gifting desk and we will explain it.

Damage in transit

What is covered

Any plant that arrives with broken stems, significant leaf loss, a cracked or chipped pot, spilled soil, or soft mushy growth indicating rot. Also covered is any item missing from a hamper or a multi item order.

How to claim

Send photographs to the gifting desk within 48 hours of delivery. Include a photo of the plant, a photo of the pot, and a photo of the outer box if it shows damage. We dispatch a replacement within two working days of receiving the photos.

What is not covered

Normal settling after transit, which includes leaf tip browning, a temporary droop, an air plant looking grey and dry, or a few lower leaves yellowing. These recover within one to two weeks. Claims raised more than 48 hours after delivery cannot be verified as transit damage and are assessed case by case.

Plants that decline after delivery

Plants that arrive healthy and decline over the following weeks are almost always the result of overwatering or unsuitable light. These are not covered by replacement, because the cause sits after delivery.

That said, if a substantial share of a bulk order struggles in the first month, contact us. We would rather work out what went wrong, adjust the plant selection and support you than have the programme fail.

Cancellations

Unbranded orders

Can be cancelled at no cost any time before dispatch. Once dispatched, a cancellation is treated as a return and the courier charge applies.

Branded orders

Can be cancelled at no cost before artwork approval. After artwork approval and once production has started, printed pots cannot be resold, so the branded component is charged in full. The plant component can still be cancelled.

Held stock programmes

Onboarding and anniversary programmes can be paused or ended with 30 days notice. Any branded stock already produced and held on your behalf is invoiced at that point.

Returns

Live plants cannot be returned once delivered, for the obvious reason that a plant that has travelled twice is unlikely to survive. Unopened non plant items in a hamper, such as care kits or packaged food items, can be returned within seven days if unused.

Refunds

Where a refund is due, it is processed to the original payment method within seven working days of approval. For orders paid by bank transfer, refunds are made to the originating account. GST is refunded proportionally.

How to reach us about a claim

Use the phone number or email in the footer, or the enquiry form on the contact page. Damage claims are answered the same working day. Please include your order number, which appears on your invoice.