At Plantsnobpk, we take pride in delivering healthy indoor plants, beautiful home décor, and thoughtfully curated gifts to our customers across Pakistan. Because many of our products are living, handmade, fragile, or personalized, our Return & Refund Policy has been designed to be fair, transparent, and easy to understand — for you and for us.
Please read this policy carefully before making a purchase on plantsnobpk.com. By placing an order with us, you agree to the terms outlined below.
1. Return Eligibility
We want you to love what you receive. Returns are accepted under the following conditions:
- Time Period: Return requests must be raised within 24 hours of delivery. Requests made after this window will not be accepted.
- Product Condition: Items must be unused, unwashed, undamaged, and in the same condition as received.
- Original Packaging: Products must be returned in their original packaging, including boxes, protective wrapping, tags, and accessories.
- Proof of Purchase: A valid order number, invoice, or order confirmation email is required to process any return, exchange, or refund request.
2. Non-Returnable Items
For hygiene, safety, and practical reasons, the following items are not eligible for return or refund, except where required due to a verified damaged or incorrect delivery (see Section 4):
- Live plants damaged due to improper care, handling, or environmental conditions after delivery
- Customized or made-to-order products
- Personalized gifts (name, text, or design added on request)
- Wedding favours
- Baby favours
- Clearance, sale, or discounted items (unless stated otherwise on the product page)
- Gift cards, if offered
We recommend reviewing product descriptions carefully before ordering, especially for customized and personalized items, as these are created specifically for you and cannot be resold.
3. Live Plant Policy
Plants are living things, not manufactured products — and we believe that’s part of their charm. Please read this section carefully, as it governs all plant-related orders.
- Natural Variation: Each plant is unique. Minor variations in size, color, shape, leaf pattern, and pot appearance compared to website images are completely normal and are not considered defects.
- Minor Imperfections: Small imperfections such as a slightly bent leaf, minor leaf spotting, or natural discoloration are common in live plants and do not qualify for return or refund.
- Customer Responsibility After Delivery: Once a plant is delivered in good condition, its ongoing care — including watering, sunlight exposure, temperature, and placement — becomes the customer’s responsibility. Plantsnobpk cannot be held responsible for damage resulting from improper care after successful delivery.
- Replacement or Refund Eligibility: A plant will be considered eligible for replacement or refund only if:
- It arrives crushed, broken, uprooted, or severely damaged due to transit, and
- The issue is reported within the timeframe specified in Section 4, with clear photo/video evidence of the unopened package and the damaged plant.
We’re always happy to guide you on plant care after purchase — feel free to reach out to us anytime.
4. Damaged or Incorrect Orders
Mistakes are rare, but if something goes wrong, we’re here to make it right.
- Reporting Window: Any damage, defect, or incorrect item must be reported within 24 hours of delivery. Claims made after this period may not be honored.
- Evidence Required: To process your claim quickly, please provide:
- Clear video of the unopened package (all sides, including shipping label)
- Clear videos of the damaged or incorrect product
- Your order number
- Process:
- Contact us via Instagram or WhatsApp with the required evidence.
- Our team will review your claim within 1–2 business days.
- If approved, we will offer a replacement or refund, depending on product availability and the nature of the issue.
Claims submitted without photo/video evidence, or reported after the specified window, may not be eligible for resolution.
5. Refund Policy
- When Refunds Are Approved: Refunds are issued only after your return or claim has been reviewed and approved by our team, in line with this policy.
- Refund Method: Approved refunds will be processed via bank transfer or original payment method (where applicable). Cash-on-delivery orders will be refunded via bank transfer or JazzCash/Easypaisa, as applicable.
- Processing Time: Approved refunds are processed within 7–10 business days from the date of approval.
- Shipping Charges: Original delivery charges are non-refundable, except where the return is due to our error (wrong item sent, defective product, or damaged plant confirmed by our team).
- Return shipping costs are handled as outlined in Section 8.
6. Exchange Policy
We’re happy to offer exchanges under the following conditions:
- The item is unused, in original condition and packaging.
- The exchange request is made within 24 hours of delivery.
- The requested replacement item is available in stock.
How to Request an Exchange: Contact our support team via WhatsApp with your order number and reason for exchange. Once approved, we will guide you through the drop-off and replacement process.
Please note: customized, personalized, wedding favour, and baby favour orders are not eligible for exchange, as they are made specifically per your request.
7. Cancellation Policy
- Before Dispatch: Orders can be cancelled free of charge if the request is made before the order has been packed or shipped. Please contact us as soon as possible after placing your order.
- After Dispatch: Once an order has been shipped, it cannot be cancelled. You may request a return once the item is delivered, subject to the terms of this policy.
- Customized Orders: Customized, personalized, wedding favour, and baby favour orders cannot be cancelled once production or preparation has begun, as these items are made specifically for you.
8. Return Shipping
- Customer-Paid Returns: In cases where the return is due to a change of mind (where applicable) or customer error, the customer is responsible for return shipping costs.
- Plantsnobpk-Covered Returns: We will cover return shipping costs in cases where:
- The wrong item was delivered
- The product arrived damaged or defective due to our packaging or handling error
- A verified live plant damage claim is approved under Section 3
We recommend using a trackable courier service for any self-arranged returns, as Plantsnobpk is not responsible for items lost in transit during return shipping.
9. Delivery Issues
- Failed Delivery Attempts: If a delivery attempt fails due to the customer’s unavailability, our courier partner will attempt redelivery. Repeated failed attempts may result in the order being returned to us, and additional delivery charges may apply for reshipment.
- Incorrect Address: Plantsnobpk is not responsible for delays, losses, or failed deliveries resulting from an incorrect or incomplete address provided at checkout. Please double-check your delivery details before confirming your order.
- Delayed Courier Deliveries: While we work with trusted courier partners, delivery timelines are estimates and not guarantees. Delays caused by courier operations, weather, or circumstances beyond our control do not qualify for automatic refunds, though we will actively assist in tracking and resolving delays.
10. Fraud & Chargeback Prevention
To protect both our customers and our business, Plantsnobpk reserves the right to:
- Verify orders via phone or WhatsApp before dispatch, particularly for high-value or first-time orders.
- Decline refund or return claims that show signs of misuse, tampering, or fraudulent reporting.
- Retain delivery evidence (courier tracking, rider confirmation, timestamps) as proof of successful delivery in the event of a payment dispute or chargeback.
- Refuse future orders from accounts with a repeated pattern of false damage claims or policy misuse.
We encourage genuine, timely communication — our team is always ready to help resolve real issues quickly and fairly.
Need help?
If you have any questions about this Return & Refund Policy or need to raise a claim, please reach out to us:
Phone: +92 312 96 86 268
Email: Plantsnobpk@gmail.com
WhatsApp: +92 312 96 86 268
Our team is happy to assist you with any concerns regarding your order.
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