Return Policy

1. Return Policy Overview

We want you to love your new plants! Because we care about your satisfaction and the wellbeing of our plants, we've created a comprehensive return policy that covers various situations. All plants are carefully inspected before shipping to ensure they meet our high quality standards.

Our return policy applies to all purchases made through our website. If you have any concerns about your order, please contact us as soon as possible so we can help resolve the issue.

2. Return Timeframe

Different types of returns have different timeframes:

• Damaged or Dead on Arrival: Report within 48 hours of delivery with photographic evidence
• Incorrect Plant Received: Report within 7 days of delivery
• Change of Mind: Request return within 14 days of delivery (plant must be in original condition)
• Plant Health Issues: Report within 30 days of delivery (excludes customer care issues)

All return requests must be initiated by contacting our customer service team. Returns sent back without prior authorization will not be accepted.

3. Eligible Returns

We accept returns for the following reasons:

Damaged or Dead on Arrival

If your plant arrives damaged, wilted, or dead, please contact us within 48 hours of delivery with clear photos showing:

• The condition of the packaging
• The overall condition of the plant
• Close-up photos of any damage
• The shipping label or order number visible in one photo

Incorrect Plant Received

If we sent you the wrong plant or a different variety than ordered, we'll arrange for an exchange or full refund including shipping costs.

Change of Mind

We accept change of mind returns within 14 days, provided:

• The plant is in its original condition
• The plant has been properly cared for
• All original packaging, tags, and care cards are included
• You cover the return shipping costs

Please note: A 20% restocking fee applies to all change of mind returns to cover handling and care during the return period.

4. Non-Returnable Items

The following items cannot be returned:

• Sale or clearance items marked as "Final Sale"
• Gift cards or vouchers
• Plants that have been repotted or altered in any way
• Plants showing signs of neglect or improper care (overwatering, underwatering, pest infestation due to poor care)
• Plants damaged due to exposure to extreme temperatures after delivery
• Custom or special order plants (unless damaged on arrival)
• Seasonal plants past their growing season
• Returns requested after the applicable timeframe has expired

5. Damaged or Defective Plants

We take great care in packaging our plants, but sometimes issues can occur during transit. If your plant arrives damaged:

What We Need From You:

• Clear photos of the damaged plant from multiple angles
• Photos of the packaging showing any visible damage
• Your order number
• A brief description of the damage

What We'll Do:

Upon receiving your claim, we will:

• Review your photos and documentation within 24 hours
• Provide care instructions if the plant is salvageable
• Offer a replacement, store credit, or full refund if the damage is severe
• Arrange for the return of the damaged plant if necessary (at our expense)

6. Return Process

Follow these simple steps to return your plant:

1. Contact Us
   Email us at info@xlexquabshral.world or call +64 4 472 8899 to request a return authorization. Include your order number and reason for return.
2. Receive Authorization
   We'll review your request and send you a Return Authorization Number (RAN) and instructions within 1-2 business days.
3. Package Your Plant
   Carefully repackage the plant in its original packaging if possible. Include all original materials, care cards, and tags. Write the RAN clearly on the outside of the package.
4. Ship the Return
   Send the package to the address provided in your return authorization. Keep your tracking number. For damaged plants or incorrect orders, we'll provide a prepaid shipping label.
5. Receive Your Refund or Exchange
   Once we receive and inspect your return, we'll process your refund or send your exchange within 5-7 business days.

7. Refunds

Refund Processing Time

Once we receive your returned plant and verify it meets our return conditions, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method used for the purchase.

What's Included in Your Refund:

• Full Refund: For damaged, defective, or incorrect plants, you'll receive a full refund including original shipping costs
• Partial Refund: For change of mind returns, you'll receive the purchase price minus the 20% restocking fee and original shipping costs
• Store Credit: Alternatively, you can choose to receive store credit for 110% of the refund amount, which never expires

Refund Breakdown Example:

For a $50 plant with $10 shipping (change of mind return):

• Original purchase: $60
• Restocking fee (20% of $50): -$10
• Shipping (non-refundable): -$10
• Refund amount: $40
• Store credit option: $44 (110% of $40)

When to Expect Your Refund:

After we process your refund, please allow:

• Credit cards: 5-10 business days
• PayPal: 3-5 business days
• Bank transfer: 3-7 business days

8. Exchanges

We're happy to exchange your plant for a different variety or size, subject to availability.

Exchange Policy:

• Exchanges must be requested within 14 days of delivery
• The original plant must be in good condition
• If exchanging for a more expensive plant, you'll pay the difference
• If exchanging for a less expensive plant, we'll issue store credit for the difference
• We'll cover shipping costs for the exchange (one time only)

How to Request an Exchange:

Contact our customer service team with your order number and the plant you'd like to exchange for. We'll guide you through the process and arrange everything.

9. Plant Care Guarantee

We stand behind the quality of our plants and offer a 30-day care guarantee from the date of delivery.

Our Guarantee Covers:

• Plants that fail to thrive despite proper care following our provided care instructions
• Hidden diseases or pest infestations present at the time of purchase
• Plants that exhibit signs of poor health not caused by customer care

Our Guarantee Does NOT Cover:

• Damage due to overwatering, underwatering, or improper light conditions
• Pest infestations that occur after delivery
• Damage from repotting, pruning, or other modifications
• Natural leaf drop or seasonal changes in appearance
• Damage from pets, children, or environmental factors in your home
• Plants exposed to temperatures outside the recommended range

Making a Guarantee Claim:

To make a claim under our care guarantee, please provide:

• Photos of the plant showing the issue
• Details about your care routine (watering frequency, light conditions, etc.)
• Your order number and purchase date
• Description of when you first noticed the problem

10. Contact Us

We're here to help! If you have any questions about returns, exchanges, or our policies, please don't hesitate to reach out:

We typically respond to all inquiries within 24 hours during business days. For urgent matters regarding damaged plants, please call us directly.