Return, Replacement & Refund Policy

Effective date: 21 August 2026

At PlantsGram, we sell living plants and other gardening products. Because live plants are perishable and naturally variable, they cannot be returned in the same way as ordinary non-living goods. This policy explains what is covered, how to report an issue, and the resolution you may receive.

1. Quick summary

  • Arrival-related damage, wrong-product and missing-item claims must be reported within 48 hours of delivery.
  • Eligible live plants are covered by our 10-Day Plant Protection, counted from the delivery date.
  • An approved claim will normally receive a replacement. If a suitable replacement is unavailable, we will issue a refund to the original payment method.
  • Live plants and other products cannot be returned merely because the customer changed their mind.
  • Seeds and bulbs are covered if the packet/product arrives damaged, wrong, missing or expired. Germination is not guaranteed.

2. Report an arrival issue within 48 hours

Contact support@plantsgram.com within 48 hours of the recorded delivery time if:

  • the plant arrived dead or clearly non-recoverable;
  • the main stem is severely broken;
  • the root ball is completely uprooted or crushed;
  • the parcel or product is materially damaged;
  • you received the wrong product or variety;
  • an item or quantity is missing;
  • a pot or other non-living product arrived broken; or
  • the supplied product materially differs from the confirmed order.

3. Evidence required

Please send:

  • your order number;
  • the registered email address used for the order;
  • a clear photograph of the complete product;
  • close-up photographs of the affected area;
  • photographs of the outer packaging and shipping label; and
  • a short description of the issue.

An unboxing video is helpful but is not mandatory for an ordinary damage claim. For an empty parcel, missing contents or suspected tampering, we may request an unedited parcel-opening video so that the claim can be verified with the courier.

Please retain the product, packaging and shipping label until the claim is resolved. Do not discard or materially alter the product before review.

4. Ten-Day Plant Protection

Eligible live plants are protected for 10 calendar days from delivery against serious, non-recoverable decline, subject to review.

To make a claim between day 3 and day 10, provide current photographs of:

  • the complete plant;
  • the affected leaves, stem or roots;
  • the pot and soil; and
  • the location/light conditions where the plant was kept, if requested.

Our support team may first recommend recovery steps when the plant appears recoverable. The customer must follow reasonable care instructions while the claim is under review.

5. What is not considered arrival damage

Live plants may experience temporary stress during transit. The following do not automatically qualify for replacement or refund:

  • a small number of yellow, dry, bent or fallen leaves;
  • mild wilting that can reasonably recover after unpacking and watering;
  • limited soil movement or spillage without serious root damage;
  • natural differences in plant height, leaf count, branching, shape or colour;
  • seasonal absence or dropping of flowers, buds or fruit; and
  • harmless cosmetic variation that does not affect the plant's viability.

6. Exclusions from Plant Protection

A claim may be rejected when damage or decline results from:

  • overwatering or underwatering;
  • poor drainage or unsuitable soil;
  • immediate repotting, root disturbance or transplant shock;
  • incorrect sunlight, temperature or placement;
  • physical damage after delivery;
  • damage caused by children, pets, animals or accidents;
  • pests or disease arising after delivery;
  • frost, heat waves, storms or other environmental conditions after delivery;
  • use of chemicals, fertilisers or pesticides contrary to instructions;
  • failure to follow the product-specific care guidance;
  • failure to flower, fruit or produce a particular yield;
  • a claim submitted after the applicable window; or
  • inability to provide reasonable evidence for verification.

If PlantsGram supplied materially incorrect product information or care instructions, we will review the matter separately and will not rely on the relevant exclusion unfairly.

7. Resolution for an approved claim

Depending on the issue, PlantsGram may provide:

  1. care assistance where the plant appears recoverable;
  2. replacement of the affected product at no additional shipping charge;
  3. a customer-approved alternative of equal value when the same product is unavailable; or
  4. a refund to the original payment method when replacement is not reasonably available.

We will not substitute a materially different product without the customer's consent. Store credit may be offered, but it will not be forced instead of an otherwise approved original-method refund.

Each eligible live plant is normally limited to one replacement. If the approved replacement itself arrives materially damaged, report it within 48 hours of delivery for review.

8. Physical returns

For plant-health and biosecurity reasons, live plants, opened seed packets, bulbs and opened gardening consumables are generally not collected as physical returns. PlantsGram may nevertheless request return or pickup of a non-living product where necessary and reasonably practical.

9. Non-living products

PlantsGram does not accept change-of-mind returns for pots, tools, fertilisers, soil, accessories or other non-living goods.

If a non-living product arrives broken, materially damaged, wrong, missing or defective, report it within 48 hours with the evidence listed above. Once verified, PlantsGram will arrange an appropriate replacement or refund.

Normal minor variations or harmless cosmetic marks that were clearly disclosed or do not materially affect use may not qualify.

10. Refund timeline

Approved refunds will be initiated by PlantsGram within 2 business days. After initiation, banks and payment providers may take an additional 5–7 business days to reflect the amount.

Online payments will be refunded to the original payment method. For an eligible Cash on Delivery refund, we may request verified bank-account or UPI details from the customer. Never send OTPs, card PINs or passwords to PlantsGram.

When the issue is caused by PlantsGram, an approved refund will not be reduced by an arbitrary payment-gateway fee.

11. Contact

Email: support@plantsgram.com Support hours: 9:00 AM–6:00 PM

Business address: PlantsGram LLP Agwanheda, Sarsawa Nakur, Village Sarsawa Saharanpur – 247232 Uttar Pradesh, India