Returns & replacements
Returns & Replacement Policy
We want every order to arrive in good condition. If something is wrong, we will put it right.
If your plant arrives dead, badly damaged or is the wrong species, please WhatsApp us within seven days. Send your order number and a few photos, and we’ll replace it free of charge. Non-plant items follow the return conditions below.
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Seven-day promise
Contact us within seven days of delivery -
One quick WhatsApp
No forms. Send your order number and a few photos -
Personal follow-up
We usually reply within 1–2 working days
HOW IT WORKS
Four simple steps
Please check your plant when it arrives. If anything is wrong, follow the steps below. For plants, we provide a free replacement rather than a cash refund.
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Get in touch within seven days
WhatsApp or email us within seven days of delivery and tell us what happened.
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Send us a few photos
Include your order number, a photo of the whole plant and a close-up of the problem. Unboxing photos or videos help us process your case faster.
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We’ll take a look
We review each case individually and usually reply within 1–2 working days.
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We arrange your replacement
Once confirmed, we’ll agree a time with you to collect the plant and bring the new one. Please keep the plant and packaging until you hear from us.
CHECK BEFORE YOU CONTACT US
When we’ll replace or refund
Covered by this policy
- The plant arrives withered or dead.
- The main stem is broken, the roots are severely rotten, or the damage materially affects growth.
- The plant delivered is clearly a different species from the one you ordered.
- The plant size or condition is materially different from the product description.
- Non-plant items: return within seven days, unused, in the original packaging and with the receipt.
Not covered
- Minor leaf damage or bud loss in transit that doesn’t affect the plant’s health or growth (you may ask us for a 10% discount coupon).
- Plant death caused by care issues, such as overwatering or too little light.
- Natural leaf drop, flower drop or yellowing: this is normal while a plant settles into a new environment.
- Requests made more than seven days after delivery.
- Special-offer, clearance or explicitly non-returnable items; opened or used consumables; and assembled or damaged non-plant products.
OUTCOME BY ITEM
What happens next
Plants and non-plant items are handled differently. The table below shows the usual outcomes. We check the details of each case and confirm with you.
| Situation | Arrangement |
|---|---|
| Plant arrives dead or severely damaged | Free replacement (once confirmed) |
| Wrong species delivered | Free replacement (once confirmed) |
| Minor plant damage that does not affect growth | Ask us for a 10% discount coupon |
| Unused non-plant product with original packaging intact | Full refund (less return shipping charges) |
| Plant death caused by care issues | No refund; we can share care advice |
A FEW MORE NOTES
A few more notes
Plant rental replacements
On the weekly care plan, wilted rental plants are replaced free of charge: please WhatsApp us a photo. Once confirmed, we will replace the plant on the next order cut-off date. To change plant styles, delivery and a basic plant charge apply; WhatsApp us to discuss.
Natural variation and delivery delays
Photos are for reference. Every plant varies a little with growth, season and conditions, so each plant is one of a kind. If a typhoon, bad weather or traffic delays delivery, we’ll contact you as soon as possible to find a new time.
NEED A HAND?
Questions? Just ask
You can contact us by WhatsApp or email. If you can, include your order number and photos so we can help you faster. Email: plantshophk.official@gmail.com.
