Replacement Policy


Customer Happiness & Replacement Policy

At Plant Store®, we take great care to ensure that every plant, bulb, tuber, and rhizome is healthy when packed and reaches you in good condition. Since these are live products, minor transit stress—such as slightly bent stems, yellowing leaves, leaf drop, or temporary wilting—is natural and generally resolves with proper care.

Eligibility for replacement

A free replacement may be provided if:

  • The plant, bulb, tuber, or rhizome is received severely damaged, rotten, dead, or incorrect.
  • Clear photographs and an uncut unpacking video are shared with us within 48 hours of delivery.
  • The product has been kept in its delivered condition until our team has reviewed the concern.
  • The issue is confirmed by our plant-care team as transit-related or present at the time of delivery.

Depending on the condition, our team may first provide recovery or care instructions. A replacement will be approved if the product is determined to be beyond recovery.

Plants damaged or dying after planting

Our guarantee covers the condition of the plant at the time of delivery. Once a healthy plant has been repotted or planted, its survival depends on several factors beyond our control, including:

  • Planting and repotting method
  • Soil composition and drainage
  • Watering frequency
  • Sunlight exposure
  • Climate and temperature
  • Fertiliser or pesticide usage
  • Post-delivery care

Therefore, plants that were received healthy but subsequently declined or died after planting, repotting, exposure to direct sunlight, overwatering, underwatering, or other care-related factors will not be eligible for replacement or refund.

We strongly recommend following the care instructions provided and contacting our team before planting if you are unsure about the appropriate soil, sunlight, watering, or climate conditions.

Bulbs, tubers and rhizomes

Sprouting and flowering timelines vary depending on the variety, season, temperature, dormancy cycle, planting depth, soil, moisture, and local growing conditions.

Our guarantee covers bulbs, tubers, and rhizomes that are visibly damaged, rotten, dried beyond viability, or incorrect at the time of delivery. Such concerns must be reported within 48 hours, along with clear photographs and an uncut unpacking video.

Delayed sprouting or failure to sprout after planting is not automatically considered a product defect and is not covered under the standard replacement policy, unless a separate germination or growth guarantee is specifically mentioned on the product page.

Requests raised several weeks or months after delivery may not be eligible, as we cannot verify the storage, planting method, weather conditions, or care provided during that period.

Replacement exclusions

A replacement or refund will not be applicable in the following situations:

  • The concern is reported more than 48 hours after delivery.
  • Clear photographs or an uncut unpacking video are not provided.
  • The plant was healthy upon arrival but declined after planting or repotting.
  • The product was planted, cut, divided, treated, or otherwise altered before the concern was reported.
  • Damage occurred because of incorrect planting, unsuitable soil, poor drainage, excessive or insufficient watering, direct sunlight, fertiliser burn, pesticide use, extreme weather, or inadequate care.
  • Minor transit stress is present, such as yellowing leaves, leaf drop, bent stems, temporary wilting, or small blemishes.
  • A bulb, tuber, or rhizome has not sprouted within the customer’s expected timeframe, but appears healthy and viable.
  • Delivery failed because of customer unavailability, an incorrect or incomplete address, refusal to accept the shipment, or repeated unsuccessful delivery attempts.

How to raise a concern

Please contact us within 48 hours of delivery and share:

  • Your order number
  • Clear photographs of the product and packaging
  • An uncut unpacking video
  • A brief description of the concern

📧 info@plantstore.live
💬 WhatsApp: 721-776-2634 / 888-218-4978

Once the claim is reviewed and approved, we will arrange a replacement as quickly as possible. If the same product is unavailable, we may offer a suitable alternative, store credit, or a refund.

Approved refunds will generally reflect in the original payment account within 6–7 business days.

Our team is always happy to guide you with planting and plant-care concerns. However, such guidance does not extend or modify the replacement eligibility period. 🌿