Returns & Refunds

Living goods, packaged with care — here is exactly how we handle problems.

⚠️ Draft — needs your details. Fill in the fields marked [TO FILL] and have the text reviewed before publishing.

1. Plants that arrive damaged

  • Unpack your order on the day it arrives.
  • If a plant is damaged in transit, email hello@exoticflora.eu within 24 hours with your order number and photos of the plant and the packaging.
  • We will offer a replacement (subject to availability) or a refund of the affected plant. You choose.
  • Please keep the packaging until the claim is settled.

2. Right of withdrawal (14 days)

EU consumers may withdraw from a distance contract within 14 days of receiving the goods. Live plants are goods liable to deteriorate rapidly, so they are excluded from the withdrawal right once they have been dispatched (Directive 2011/83/EU, Art. 16(c)). Non-perishable items (pots, care products, [TO FILL — any other non-living items you sell]) can be returned within 14 days if unused and in their original packaging; you cover the return shipping cost.

3. Cancelling before dispatch

Because we contact you to confirm availability and shipping before dispatch, you can usually cancel free of charge at that stage. Just reply to our confirmation email. If you have already paid, we refund the full amount within 14 days using the same payment method.

4. Refunds

Approved refunds are issued within 14 days of the agreement, to the original payment method. If a refund is not possible on your method, we will agree an alternative with you.

5. Consumer rights

Nothing on this page limits your statutory rights under EU consumer law (Directive 2019/771 on conformity, Directive 2011/83/EU on consumer rights). If we cannot resolve an issue, you can contact your national consumer protection authority or use the EU online dispute resolution platform: ec.europa.eu/consumers/odr.

6. Contact

Exotic Flora — [TO FILL — registered company name and address]
Email: hello@exoticflora.eu