At Plant Up, we are committed to providing high-quality plants and excellent customer service. We understand that sometimes issues may arise, and we’re here to ensure a smooth resolution. Please read our return and refund policy below:

Eligibility for Returns and Refunds

• Damaged or Incorrect Plants: If your plant arrives damaged or if you receive the wrong plant, please notify us within 48 hours of receiving your order. Include clear photos of the plant and its packaging to help us address the issue promptly.
• Healthy Plant Guarantee: All plants are inspected and packed carefully before shipping. However, due to the nature of live plants, we cannot accept returns for plants that are damaged after delivery due to improper care or handling.
• Non-Returnable Items: Seasonal plants, clearance items, and custom-sourced plants are final sale and not eligible for return or refund unless they arrive damaged or incorrect.

Return Process

• Contact Us: Email us at plantupnz@gmail.com or use our contact form with your order number, photos, and details of the issue.

• Assessment: Once we review your case, we’ll determine the best course of action—this may include sending a replacement plant, issuing a refund, or providing store credit.

• Return Instructions: If a return is required, we will provide instructions for returning the plant. Please ensure the plant is securely packaged to avoid further damage during transit.

Refunds

• Approved Refunds: Refunds will be processed once we’ve confirmed the issue. Refunds are issued to the original payment method and may take up to 7 business days to appear in your account.
• Partial Refunds: In cases where plants are returned with visible damage caused after delivery, a partial refund may be issued at our discretion.

Exclusions

• We do not accept returns or provide refunds for plants that fail to thrive due to environmental factors, improper planting, or lack of care after delivery.

• Custom-sourced plants and special orders are non-refundable unless they arrive damaged or incorrect.

Order Cancellations

• Orders can be canceled up to 24 hours before the scheduled shipping day (Monday). After this period, cancellations may not be possible as plants are prepared for shipment.

Contact Us

For any questions or concerns, please reach out to us:

Email: plantupnz@gmail.com

We appreciate your understanding and support of our small business. Thank you for choosing Plant Up for your gardening needs!