Last updated: [21 Mar 2026]

This Return and Refund Policy applies to orders placed on Florantia's website (florantia.com).

We sell live plants and related products. Live plants are fragile and each piece is unique, so our policy focuses on damage, wrong items, and missing items, not "change of mind" returns.

If anything in this policy is unclear, email us at contact@florantia.com before placing an order.

1. Damages and Issues

Please inspect your order as soon as it is delivered.

Contact us within 24 hours of delivery at contact@florantia.com if:

• The plant or product is physically damaged.
• You have received the wrong item(s).
• One or more items are missing from your order.

In your email, include:

1. Order ID.
2. Clear photos of: The outer packaging (with shipping label visible) and the product(s) received and the damage / issue.
3. A short description of the problem.

We will review and, if the claim is approved, offer one of the following, at our discretion:

• Free replacement, or
• Store credit, or
• Refund for the affected item(s).

Claims raised after 24 hours of delivery will not be eligible for replacement or refund.

2. Partial Deliveries (Missing Items)

Sometimes, your order may be delivered in multiple shipments.

If you receive a delivery where some items are missing, but the invoice shows them as "shipped", please email us at contact@florantia.com within 24 hours with:

• Order ID.
• Details of missing item(s).
• Photo of the invoice and items received.

If we confirm that items were not shipped or were lost in transit and we cannot fulfil the missing items, we will issue a refund or store credit for those items.

No return / refund will be accepted solely because the shipment was split into multiple deliveries.

3. Returns and Exchanges

We do not accept returns or exchanges for:

• Healthy live plants,
• Pots, soil, and accessories with no damage, or
• Orders where the customer "does not like" the size, shape, or look of the plant.

We only offer returns or exchanges in the following cases:

1. Damaged product received (plant or pot/accessory).
2. Wrong product received (different from what was ordered).

To be eligible:

• You must contact us within 24 hours of delivery.
• The product must be in the same condition as received.
• Original packaging should be retained until the issue is resolved.
• You must provide proof of purchase (order confirmation email or invoice) and photos as described in Section 1.

If your return request is accepted, we will:

• Arrange a pickup where our logistics partners support returns, or
• Ask you to follow specific instructions for disposal / return (for live plants, in most cases we will not ask you to ship it back).

Items sent back to us without our prior confirmation will not be accepted or refunded.

4. Product Category Specific Policies

4.1 Live Plants

No two plants are identical. Variations in:

• Height,
• Number of leaves,
• Shape and orientation of branches,
• Colour tones,
• Stage of growth or flowering,

are natural and expected.

Differences between website photos and the plant received, where the plant is otherwise healthy, will not be treated as defects and are not eligible for return, replacement, or refund.

Minor cosmetic imperfections (e.g. slight leaf spots, minor bends from transit) that do not affect overall health are not covered.

4.2 Customized / Made-to-Order Products

Customized products (for example: custom arrangements, bulk corporate orders made to specification, or any product clearly marked as "Made to Order") cannot be returned or refunded unless:

• They arrive damaged, or
• We have shipped the wrong product.

For such cases, Section 1 applies.

5. Delayed Deliveries

We aim to deliver within the timelines shown at checkout. Plants are perishable and we try to minimise transit time.

However, deliveries can be delayed due to reasons beyond our control, such as:

• Weather conditions,
• Traffic restrictions,
• Operational issues with delivery partners,
• Government or local authority restrictions (including but not limited to COVID-related rules).

In such cases:

• We will try to inform you of the delay where possible.
• Cancellation, return, or refund will not be accepted solely due to delay, unless the order was for a specific-date gifting product explicitly marketed as date-bound, and we fail to deliver within the committed gifting window.

6. Customer Unavailability

Our delivery partner will attempt delivery at the shipping address provided.

If you are not available:

• The delivery executive may call you for instructions (e.g. leave with security, neighbour, etc.) where possible.
• Redelivery attempts, if any, are at the discretion of the delivery partner.

If the order cannot be delivered after reasonable attempts due to:

• Incorrect or incomplete address,
• Repeated unavailability of the customer or authorised receiver,
• Customer refusing delivery without valid reason,

then:

• The order will be treated as delivered and no refund or free reshipment will be provided.
• Any further delivery attempts, if agreed, may be additionally chargeable.

7. Refunds

Refunds are only provided in the following cases:

1. We are unable to fulfil your order (in full or in part).
2. We have approved a claim for damaged / wrong / missing item(s).
3. You were charged twice for the same order.
4. You placed a duplicate order and informed us on the same day, before processing begins.
5. We are unable to fulfil an agreed replacement.

Once your request is reviewed and approved:

• Refunds will be processed to your original payment method, where possible.
• It may take 7–10 business days for your bank / payment provider to reflect the amount in your account. This is outside our control.

If you do not see the refund after 10 business days from our confirmation, contact your bank / card issuer first. If you still face issues, email us at contact@florantia.com with the refund confirmation we shared.

8. Orders via Third-Party Platforms

If you purchased Florantia products through a third-party marketplace, app, or reseller, their return and refund policies may apply.

In such cases:

• You must raise the request directly with that platform.
• Florantia is not responsible for refunds / returns governed by third-party terms.

9. How to Contact Us

For any questions regarding returns or refunds, write to:

Email: contact@florantia.com
Subject line: "Return / Refund – Order #[Your Order ID]"

Include your order ID, contact number, and detailed description of the issue so we can help you faster.

10. Disputes

In case of any dispute or confusion regarding this policy:

• Florantia's interpretation of the policy and decision on a case-by-case basis will be final and binding, subject to applicable laws.

By placing an order on florantia.com, you agree to this Return and Refund Policy.