When a plant needs help
Returns and complaints
Live plants need a quick, well-documented assessment. Here is a clear reporting process.
01
Check the plant on arrival
Open the parcel promptly and inspect the plant, substrate and packaging. Document concerns before starting any care.
02
Contact us — preferably within 24 hours
Describe the issue, identify the order and tell us your requested solution. Prompt reporting helps establish the condition on delivery. Reporting after 24 hours does not remove statutory rights.
03
Attach clear photos
If possible, include the whole plant, a close-up of the issue and the packaging. Keep packaging while the case is assessed. Missing photographs or a courier report do not prevent a complaint.
04
We will agree on a solution
We respond to Consumer complaints within 14 days. Statutory remedies include repair or replacement and, where the legal conditions apply, price reduction or termination. Care advice does not replace these rights.
Returning living plants
Living plants are biological products. Their condition can change rapidly depending on temperature, watering, light and other care conditions. Plants meeting the conditions of Article 38(1)(4) of the Polish Consumer Rights Act are excluded from the statutory 14-day right of withdrawal.
This does not limit your statutory complaint rights. If a plant arrives damaged or does not match the offer, please contact us as soon as possible after delivery.
Withdrawing from a purchase
For accessories and products outside a statutory exception, you generally have 14 days from receipt to send a withdrawal statement and another 14 days from withdrawal to return the goods. You pay direct return costs. You may be responsible for diminished value caused by handling beyond necessary inspection. Full conditions and an optional form are in the terms.
Withdrawal conditions in the termsNeed to report a problem?
Write to us with the order number and photos.