RTO & Failed Delivery Policy

RTO means Return to Origin: a parcel that the courier cannot deliver and sends back to PlantsGram.

Customer-responsibility RTO

An RTO may be treated as customer-responsibility when caused by:

  • an incorrect, incomplete or unserviceable address supplied by the customer;
  • an incorrect pincode or phone number;
  • repeated recipient unavailability;
  • refusal to accept the order;
  • failure to respond to reasonable delivery calls/messages; or
  • a customer-requested hold that cannot be supported by the courier.

For a customer-responsibility RTO, PlantsGram may deduct the actual outward and return logistics/handling costs from any eligible refund. Live plants that have completed an RTO journey may no longer be fit for resale or reshipment; the available resolution will therefore be assessed after the parcel's status and condition are reviewed.

Reshipment

Where reshipment is reasonably possible, the customer may be asked to confirm the corrected address and pay the new shipping charge before reshipment. A live plant may be replaced rather than reshipping the returned plant if required for plant health and stock permits.

Courier or PlantsGram fault

The customer will not be charged an RTO deduction when the failure is confirmed to have resulted solely from:

  • courier failure without a genuine delivery attempt;
  • parcel loss or damage in transit;
  • PlantsGram supplying an incorrect address to the courier despite receiving correct details; or
  • an unserviceable pincode accepted in error without customer fault.

In such cases, PlantsGram will offer an appropriate replacement or refund.

Cash on Delivery refusal

Repeated refusal of valid Cash on Delivery orders may result in cancellation of future COD orders or a requirement to use prepaid payment. PlantsGram may cancel orders that appear fraudulent or abusive after reasonable review.

Marked delivered but not received

Report a parcel marked delivered but not received as soon as possible at support@plantsgram.com. PlantsGram will raise a verification request with the courier. Replacement or refund will be considered after the courier investigation and available delivery evidence are reviewed.

Refund timing

Any approved refund will be initiated within 2 business days after the RTO/claim decision. Banks/payment providers may take an additional 5–7 business days.