Returns and plant guarantees

Living plants are not ordinary parcels. The seller’s return terms are shown on every listing and again in the order record. They must operate within the consumer law that applies to you.

Damaged or misdescribed plants

Report the problem within 48 hours of delivery with photographs of the parcel, the plant and any label. The seller can offer a replacement, a partial refund or a full refund. If the plant was misidentified, the report also enters the taxonomy correction and moderation queues.

Changing your mind

EU consumers generally have 14 days to withdraw from a distance contract. Perishable goods and sealed goods unsealed after delivery may be excluded where the law allows. A listing cannot use a blanket “no returns” term to remove rights that cannot be waived. Where a return is accepted, the buyer normally bears the direct cost of returning the plant unless the seller agreed otherwise.

Order cancellations

Cancel before dispatch for a full refund. Once a living plant is dispatched, cancellation may not be possible; statutory rights still apply. If a seller cannot dispatch, they must refund promptly.

Disputes and chargebacks

Contact the seller first through the order conversation. If that fails, open a dispute with Botanisia before asking your bank for a chargeback. The platform records messages, evidence and the decision so both sides can see what happened. A chargeback does not remove the need to follow the marketplace process.

Refund timing

Approved refunds are returned to the original payment method. The payment provider’s processing time applies; the order record shows when the refund was initiated and its amount.

Read the marketplace terms for the current draft policy and exclusions.