Returns Policy

This policy outlines to procedure a customer must undertake if they seek to return products received from Plant Shop Africa (for whatever reason that may be). It also stipulates the terms and conditions that regulate our returns procedure.

Quality of specimens

We make every effort to ensure that you receive great quality healthy plants.

We do this by mindfully selecting and checking each specimen then carefully and securely pack them by hand.

Nevertheless we must acknowledge that plants may arrive with some wilting, blemishes, idiosyncrasies, minor damages due to transportation, or even the presence of pests or diseases.

You should not panic if this is the case. If there are damages that are serious enough to prevent the growth of the plants then we’ll be happy to find a solution that ensures your satisfaction:

Returns Request Window

You, as the customer, may initiate a Returns Request for any products purchased within 24 hours from the time of delivery of your order.

Due to the perishable nature of the products we sell, we cannot process any Returns Requests which are initiated after this time period has passed.

If part of the order is assessed to warrant a return or refund, we will only replace or refund that portion of the order which is eligible (not the order as a whole).

Requirements for Processing a Return Request

Photographic Evidence

Images or photographs as needed to fully show the concern you have with the product.

Unused Product & Original Packaging

To be eligible for a return, your item must be unused and in the same condition that you received it. Please also retain any and all packaging that the product came with, in its original state, as well as proof of delivery by way of the transporter’s relevant waybill.

Contacting Us to Initiate Returns Request Process

Step 1: Open a blank email for sending and insert the following address as the recipient email address: info@plantshopafrica.co.za.

Step 2: Attach to this email the original PDF receipt that was attached to the order confirmation email you received when you first paid for the order.

Step 3: Attach all the relevant photographic evidence that you have captured relating to the problematic elements of the product you have received.

Step 4: Please also include any other concerns or information you feel relevant within your communications. This could, for example, be an explanation of how your product broke within the first use and what you were doing when this happened.

 

Returns Request Evaluation

Once we have successfully received your email, we will inspect the documents you have provided in order to ascertain the nature of the concern.

Conclusive Photographic Evidence or No Physical Return Required

If the photographic evidence you provided gives us sufficient means to deduce the cause of the problem, and we approve your Return Request, then we will ask you whether you would like a refund or a replacement product sent to you.

Refund Requested

If you want a refund then we will ask you for your banking details so that we can issue a refund to your account via Electronic Funds Transfer (EFT). In the case that your Return Request is genuine, and the error was on our side or that of the transportation service, and decide you simply want a refund, then we will also refund the initial shipping fee.

In certain cases, even with conclusive photographic evidence and a refund requested, we may require customers to send the product back to us before a refund is processed (and we reserve the right to hold the refund in its entirety until the product has been successfully returned).

In this instance, we will organise a courier to collect the returned order at an address of your choice. By initiating a Return Request you agree to ensure that a persons is available to be present at the location of collection between 8AM and 5PM during weekdays for our courier to collect the parcel.

Once the product has been received, we will then request your banking details so that we can refund the amount you paid to return the product to the vendor via EFT.

Replacement Requested

If you would like a replacement product sent to you, then we will confirm whether we have stock remaining of the relevant product, and once we have ascertained the stock availability, we will then communicate with you regarding the delivery arrangements. In this case, we will not refund the initial shipping fee, however, we will cover the cost of getting the replacement to you. If the stock is no longer available, the only option left to us is to refund the total value (including the shipping fee) to you via EFT. If this is the case, we will communicate this to you.

In certain cases, even with conclusive photographic evidence and a refund requested, we may require customers to send the product back to us before a refund is processed (and we reserve the right to hold the refund in its entirety until the product has been successfully returned).

In this instance, we will organise a courier to collect the returned order at an address of your choice. By initiating a Return Request you agree to ensure that a persons is available to be present at the location of collection between 8AM and 5PM during weekdays for our courier to collect the parcel.

Once the product has been received, we will then process the replacement.

Inconclusive Photographic Evidence or Product Must Be Returned (Rare Occasions)

If the photographic evidence was inconclusive the product(s) will need to be physically returned to us for further assessment before we can draw a final conclusion on your Return Request. In this instance, you as the customer will have to arrange and pay for the return. You will need to get an official quotation document from a transport company (including tracking and shipping insurance as we cannot guarantee that we will receive your returned item), and then send the quotation to us via email before you proceed with sending the return.

Once we have received the quotation, we will then send you the relevant postal address for the return of the product. You must then proceed with sending the product to the supplied postal address.

Once your return has been received and inspected, we will send you an email to notify you of the final outcome of your Return Request.

If it is then determined that the reason for return is genuine, you will be given the option to have a replacement sent free of charge or you can request that the value of the product be refunded to you.

Replacement Requested

If you would like a replacement product sent to you, then we will confirm whether we have stock remaining of the relevant product, and once we have ascertained the stock availability, we will then communicate with you regarding the delivery arrangements. In this case, we will not refund the initial shipping fee, however, we will cover the cost of the return transportation as well as the cost of getting the replacement to you. If the stock is no longer available, the only option left to us is to refund the total value (including the shipping fee) to you via EFT. If this is the case, we will communicate this to you.

Refund Requested

If you want a refund then we will ask you for your banking details so that we can issue a refund to your account via Electronic Funds Transfer (EFT). In the case that your Return Request is genuine, and the error was on our side or that of the transportation service, and you decide that you simply want a refund, then we will also refund the initial shipping fee.

Time Required for Refund

Usually we will initiate the EFT refund within 2 working days once the Refund Request process has been concluded. Depending on which bank account you use, EFT transfers usually take between 1 and 3 working days to reflect once we have initiated the transfer from our side.

Time Required for Replacement to be Sent

We will keep you expressly up to date with the process of preparing, packing, and shipping your requested return. If the stock is ready on hand, the replacement product should arrive within 5-7 working days. We will endeavour to keep you up to date with the process.

Late or Missing Returns or Refunds (If Applicable)

If you have received written confirmation from us that we intend to transfer a refund to you, or send a replacement to you, and you are yet to receive it within 7 working days, please may you first double-check your bank account and statements (in the case of a refund request), or check in with the relevant persons at your supplied delivery address (in the case of a replacement request).

If you’ve done this and you are still without receipt, then please do not hesitate to contact us via the Contact page on our website.  We will be happy to resolve any concerns.

Late Arrival of Parcel

Late arrival of a parcel does not constitute a valid reason for a Returns Request. Parcels should take between 2-5 working days to arrive, however, in the unlikely situation where the parcel takes longer to arrive, that will not be grounds for a Returns Request.

Change Of Heart

According to the Consumer Protection Act of South Africa if a consumer buys an item from a shop or store and then regrets the purchase, or feels bad for spending too much money, or simply does not like the item, the consumer cannot return the item solely because they have had a change of heart. It is not a consumer’s legal right to do so. A change of heart is not a legal reason to return an item. Due to the perishable nature of the products we sell, we are unfortunately unable to offer returns for “change of heart” cases.  

Refund Overpayments

If Plant Shop Africa makes an overpayment of a refund (you receive funds that exceed the value that was approved and commensurate with your Returns Request), or an overpayment of any other compensation due to you for any reason, Plant Shop Africa shall have the right to demand the immediate repayment of such overpaid funds or other compensation, and you shall be bound by law to return the exact amount of funds that exceeded the amount due to you. You cannot spend the money and then claim that you do not have enough funds to make the repayment.

Legal Declaration

This website is operated by Plant Shop Africa. Throughout this website, the terms “we”, “us”, and “our” refer to Plant Shop Africa. Plant Shop Africa offers all information, advice and recommendations, plants and related products, services, and anything else that we offer on our website or anywhere on planet Earth (including on the internet) to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here as well as those listed within the Policies section at the bottom of any page on our website. 

By visiting our site and/or purchasing something from us, you agree to be bound by all the terms and conditions contained within this policy document as well as and including those additional terms and conditions and policies referenced herein and/or available by hyperlinks within the Policies section of our website.

If you do not agree to all the terms and conditions of this policy, then you may not access the website or interact with Plant Shop Africa in any way.

We reserve the right to update, change or replace any part of this document (or other Plant Shop Africa policy documents) at any time without any written warning to you. Any new features which are added to the website or other Plant Shop Africa offerings shall be immediately included in the terms of reference of this document and all other Plant Shop Africa policy documents.

You can review the most current version of this policy document or any other policy documents via the Policies section at the bottom of our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Final Verdict of Returns Request

By engaging with our Service, you expressly agree that Plant Shop Africa is solely entitled to determine the final verdict as to the approval or dismissal of any and all Returns Requests.