Refund policy
Planteia Refund and Return Policy
At Planteia, we are committed to providing you with high-quality plants and exceptional service. Please review our refund and return policy carefully to understand your rights and responsibilities.
Plant Health Guarantee
We guarantee that your plants will meet our quality standards. Upon receipt, please inspect your order immediately. Contact us right away if you receive a damaged item or the wrong item. While we take great care in packaging, plants can occasionally sustain severe damage during transit, and we are here to assist in such cases.
Guidelines for Plant Settlement
Plants need time to acclimate to their new environment. To help your plants settle after shipping, we recommend following the care guidelines provided with your purchase.
Unique Plant Variations
All live plants are naturally unique, so variations in size, height, shape, or root structure from the photos or descriptions on our product pages should be expected. These differences do not constitute a defect and are fully compliant with horticultural industry standards. Product photos and descriptions serve as general references, not exact specifications.
Once an order is placed, it is processed immediately to ensure the plants are packed and shipped in optimal condition. As such, cancellations, modifications, or substitutions are not permitted after the order is confirmed.
Customer Support
Our plant experts are always here to assist you with any questions or concerns about your plants. Our assistance lasts a lifetime. For expert advice, contact us at hello@planteia.com.
Eligibility for Refund
Refunds are available under the following conditions:
- Severe Damage: Plants that suffer severe damage during transit—such as completely broken branches, or total death—are eligible for a refund.
- Cosmetic Damage: Minor marks, imperfections or temporary leaf drop are considered normal and do not qualify for a refund.
- Rescheduled Delivery: Plants that sustain damage due to extended transit times caused by delivery rescheduling initiated by the recipient will not be eligible for a refund.
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Condition on Return:
- To be eligible for a return, items must be in their original condition, unworn, unused, with tags intact, and in the original packaging.
- Repotting your plant within the first 30 days voids our guarantee.
Refund Request Process
If you believe your plant qualifies for a refund due to severe damage:
- Take clear photographs of the damaged plant immediately upon opening the package, highlighting the affected areas.
- Contact us on the same day to initiate a refund request, providing the photographs and details of the damage.
- Our team will review your request and may ask for additional information to assess the claim.
- We reserve the right to determine whether the damage qualifies as severe and eligible for a refund.
If approved, we will provide a return shipping label and detailed instructions. Returns sent without prior authorization will not be accepted.
Smart Plant Care Devices Guarantee
Our smart plant care devices are designed to meet the highest standards of functionality and durability. However, in the event of issues, the following terms apply:
Manufacturer’s Warranty: All devices come with a 1-year limited manufacturer’s warranty covering defects in materials and workmanship. The warranty does not cover:
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- Damage caused by misuse, neglect, or unauthorized repairs.
- Normal wear and tear or cosmetic damage that does not affect functionality.
- Damage caused by accidents, power surges, or environmental factors (e.g., water, dust, or extreme temperatures).
Inspection Upon Receipt: Inspect your device upon delivery. If it arrives damaged or defective, contact us on the same day to initiate a replacement or refund request. Requests made more than 7 days after delivery will not be eligible for replacement or refund.
Eligibility for Refund/Replacement:
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- Devices that are defective or damaged during transit are eligible for a refund or replacement. Requests made more than 7 days after delivery will not be eligible for replacement or refund.
- Devices that do not meet your expectations must be returned unused, in their original condition, and in the original packaging within 14 days of delivery. Returns are made at the customer’s expense. Please note that a restocking fee of up to 25% may apply.
Guidelines for Device Use
- Follow the user manual included with your device for proper installation and usage.
- Damage caused by improper installation or unauthorized modifications voids the warranty.
Refund Request Process for Smart Devices
If you believe your device qualifies for a refund or replacement:
- Contact Us Promptly: Notify us on the same day of receiving the product if it is damaged or defective.
- Provide Documentation: Include a clear description of the issue, photos or videos showing the problem, and proof of purchase.
- Review Process: Our team will assess your claim and determine if the item qualifies for a refund or replacement. We reserve the right to request additional information or testing before making a decision.
- Return Authorization: If approved, we will provide a return shipping label and instructions. Returns sent without prior authorization will not be accepted.
Customer Support
Our support team is available to assist with troubleshooting or operational questions. Contact us at hello@planteia.com for expert advice and assistance.
Non-Returnable Items
- Sale items, discounted items, and gift cards are not eligible for returns.
- Live plants
- Orders shipped with tracking are considered delivered once tracking confirms receipt. If you do not receive your order, contact us immediately to investigate.
- Software or downloadable digital products are non-returnable.
- Devices damaged due to customer misuse or unauthorized repairs are not eligible for return.
- If plants or devices are damaged due to prolonged transit time resulting from refused delivery or delayed pickup, they will not be eligible for a refund.
Refunds
Once your return is received and inspected, we will notify you of the refund status. Approved refunds will be processed to your original payment method. Please allow your bank or credit card company time to process and post the refund.
Order Cancellation or Refused Delivery
Cancelling an order after processing has begun, or refusing delivery upon arrival, will incur additional charges to cover handling, repotting, packaging, and shipping costs. These charges will be deducted from any eligible refund.
- A 40% restocking fee and return shipping charges will apply.
- Plants that sustain damage
- due to prolonged transit time resulting from refused delivery or delayed pickup, they will not be eligible for a refund.
By engaging with Planteia, you agree to the terms and conditions outlined in this policy. We are committed to resolving any issues promptly and ensuring your satisfaction.