Return Policy

Our Commitment

We want you to be completely satisfied with your houseplant purchase. We carefully inspect and package each plant before shipping to ensure it arrives in excellent condition. However, we understand that sometimes issues may arise, and we're here to help resolve them.

Damaged or Defective Plants

If your plant arrives damaged due to shipping or is defective upon arrival, please contact us within 48 hours of delivery. We require photos showing the damage or defect to process your claim. Once verified, we will provide a replacement plant or full refund at your choice.

Common issues we address include broken stems, severely damaged leaves, root system problems visible upon arrival, or plants that are clearly unhealthy when delivered. We cannot accept returns for minor cosmetic issues that don't affect plant health.

Wrong Plant Received

If you receive a different plant than what you ordered, contact us immediately. We will arrange for the correct plant to be sent to you at no additional cost. You may keep the incorrect plant or return it using our prepaid return label.

Change of Mind Returns

Due to the living nature of plants, we have limited options for change of mind returns. Plants are living organisms that begin adapting to their new environment immediately upon delivery.

If you wish to return a plant due to change of mind, you must contact us within 7 days of delivery. The plant must be in the same condition as received, properly packaged, and returned at your expense. Upon inspection and approval, we may offer store credit minus a restocking fee of 20%.

Return Process

To initiate a return, contact us with your order number and reason for return. We will provide return instructions and, when applicable, a return authorization number. Please include this number with your return.

When returning plants, package them carefully to prevent damage during transit. Use appropriate packaging materials and ensure the plant is secure. We recommend using the original packaging if available. We are not responsible for plants damaged during return shipping if not properly packaged.

Refund Processing

Once we receive and inspect your returned plant, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed to your original payment method within 10 business days.

Refund amounts depend on the reason for return. For damaged or defective plants, you receive a full refund including original shipping costs. For change of mind returns, refunds exclude original shipping and may include a restocking fee.

Non-Returnable Items

Certain items cannot be returned for health and safety reasons:

Plants that have been repotted, severely pruned, or significantly modified cannot be returned. Plants showing signs of pest infestation or disease that developed after delivery are not eligible for return, though we may provide care advice to help resolve issues.

Custom or special order plants, plants that have been in your care for more than 30 days, or plants purchased during clearance sales are generally not returnable unless defective upon arrival.

Plant Care After Delivery

Plants require proper care to thrive. If your plant develops issues after delivery due to care-related factors, we cannot accept returns. However, we're happy to provide guidance on improving care conditions and helping your plant recover.

We provide detailed care instructions with every purchase. If you have questions about plant care or notice your plant struggling, contact us for advice before the situation becomes irreversible.

Shipping Costs

For returns due to our error, damage during shipping, or receiving the wrong item, we cover return shipping costs. For change of mind returns, customers are responsible for return shipping expenses.

Contact Us

If you need to return a plant or have questions about our return policy, please contact us:

Shrixxeneuphreli
3058 Great North Road
Auckland Central, Auckland 1010
New Zealand
Phone: +64 9 123 4567
contact@shrixxeneuphreli.world