Cancellation & Refund Policy
Updated on: 18/12/2024
At SeedPlex, we are dedicated to providing our customers with the highest quality plants and excellent customer service. We understand that sometimes plans change, and issues can arise with orders. Our Cancellation and Refund Policy is designed to ensure a smooth and transparent process for our customers. Please carefully read through the policy below for detailed information on cancellations, refunds, and order processing.
Cancellation Policy
We understand that there may be situations where you need to cancel your order. To ensure a hassle-free cancellation process, please adhere to the following guidelines:
Cancellation Window
If you decide to cancel your order, you must submit a support request to [email protected] from your registered email address within 24 hours of placing your order. This quick action will help us process your cancellation efficiently.
Stock Availability
Our orders are processed based on the availability of the products and customer preferences. While we strive to meet every request, cancellations may be difficult once an order is processed. However, if an item in your order is out of stock, we will refund the full amount for that specific product. Refunds will be credited to your account within 4-7 business days.
Discount Coupons
Please be aware that any discount coupons or promotional codes applied to your order are non-transferable. Once used in an order, they cannot be reused for future purchases, even if the order is cancelled or refunded.
Shipped Orders
Once your order has been dispatched and shipped, it cannot be cancelled. We strongly recommend that you review your order carefully before confirming your purchase. If you have any doubts or need adjustments, please reach out to us within the 24-hour cancellation window to avoid any inconvenience.
Refund Policy
At SeedPlex, we take great care to ensure that all our plants are of the highest quality. However, if you receive an incorrect or damaged plant, we are committed to resolving the issue promptly and efficiently.
Wrong Plant Recieved
If you receive an incorrect plant in your order, follow these steps to report the issue:
Record an Unboxing Video
- Begin recording before opening the package.
- Ensure the unboxing video includes the following:
- The shipping label clearly shows your order details.
- The entire process of opening the box and removing the plant.
- Clear visuals of the plant, highlighting that it is not the one you ordered.
Note: The video must be a single, continuous recording with no edits or pauses.
2. Provide Necessary Details
Include the following in your email:
- Order Number: To help identify your purchase.
- Description of the Issue: Clearly state the discrepancy (e.g., “Ordered Plant A but received Plant B”).
- Attach the unboxing video to the email.
- Send it to [email protected] within 24 hours of receiving your order.
Damaged Plants
A damaged plant refers to a plant that has been severely harmed, typically to the point where it is no longer viable or in poor condition.
Definition of a Damaged Plant
A plant is considered damaged if:
- The stem and roots are completely broken or irreparably harmed.
- All leaves are dried or dead, with no signs of life (e.g., shrivelled, brown, or completely dry).
Refunds or replacements are only applicable in such cases where the plant is beyond recovery.
Unboxing Video Requirements
To process your claim, you must provide a clear and continuous unboxing video that meets the following criteria:
Before Opening the Package:
- Begin recording before opening the package.
- Clearly show the shipping label with your name, order details, and address.
During Unboxing:
- Record the entire process of opening the package and inspecting the plant.
- Ensure the plant is visible in the video from all angles, showing the damage (e.g., broken stem, dried leaves).
No Editing or Pausing:
- The video must be a single continuous recording with no cuts, pauses, or edits.
- Any interruptions may invalidate your claim.
Email your unboxing video, photos, and details to [email protected] within 24 hours of receiving your order. This will help us process your refund or replacement request without delay.
Our team will review the unboxing video to determine the validity of your claim.
Replacement or Refund will only be provided if the unboxing video meets the requirements outlined above (continuous, unedited, and clearly showing the damage).
If the video does not meet these criteria, your request for a replacement or refund may be denied.
If your claim meets the requirements and is verified by our team, we will take one of the following actions:
Replacement: A new product will be sent to replace the damaged or incorrect plant.
Or
Refund: The amount will be refunded to your original payment method.
Refunds will be processed within 7 business days from the time your request is approved.
Order Processing
Because our plants are living organisms, we take extra care to ensure that they are in the best possible condition before shipping. Here’s what you can expect regarding order processing and dispatch:
Plant Health
As living plants can fluctuate in health, we inspect all orders before dispatch. If we find that any plant is weak or damaged in our stock, we will issue a refund for that particular plant, and the rest of your order will be shipped as planned. In such cases, you will receive a new order number for the remaining plants.
Dispatch Schedule
We aim to dispatch all orders at the beginning of each week. However, please be aware that dispatch times may be affected by special circumstances, such as public holidays, festive seasons, or high order volumes. We will notify you if there are any delays in processing your order.
No Refund Policy
To ensure a smooth and efficient delivery experience, we ask that you keep the following in mind:
Delivery Issues
SeedPlex will not be responsible for any damage caused to plants due to external factors during delivery. This includes but is not limited to, instances where the door is closed at the time of delivery or if an incorrect postal address is provided. Unfortunately, we cannot accept claims for damage caused by these delivery-related issues.
Address Accuracy
It is your responsibility to ensure that the delivery address you provide is correct and complete. Please double-check your address details to ensure that the plants are delivered securely and on time. We cannot be held responsible for delays or issues arising from incorrect or incomplete address information.
Contact Us
At SeedPlex, we are always happy to assist you with any concerns or questions regarding your order. If you need support, please reach out to our customer service team at [email protected], and we will get back to you as soon as possible.
