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Cancellation, Return & Refund Policy

1. Damaged Items Replacement:
   • Damaged items can be replaced within 21 days of shipment unless the damage occurred during transit. Premium courier charges for the replacement must be paid by the buyer.
2. No Return Policy:
   • No returns are allowed as plants are perishable.
3. Order Cancellation:
   • Cancellation requests will be considered only if made within 4 hours of placing the order. Cancellation requests will not be entertained if the orders have been communicated to vendors/merchants/suppliers/home-units and the shipping process has been initiated, even if the request falls within the 24-hour window.
4. VAT/Custom Taxes and Import Duties:
   • VAT/Custom Taxes and Import Duties are beyond our control and vary according to the rules of different countries. They must be paid directly by the buyer and are not included in our ordering process. There is no tax for plants we produce and sell, but any seeds and accessories trading customers should pay tax. Currently, we do not sell any seeds or accessories.
5. Address Not Found or Delivery Attempted Cases:
   • No refunds are allowed in cases where the address is not found or delivery is attempted but unsuccessful.
6. Plant Size Variations:
   • The size of plants may slightly vary as described in product details. Refunds will not be allowed due to size discrepancies.
7. Discounts and Free Shipping:
   • Discount and free shipping options or free plants are limited period offers and are completely at the seller’s discretion.
8. All Climate Plants:
   • All climate plants are ideal for any location in India, provided the customer maintains moderate temperature, light, and nutrient conditions.
9. Weight Variations in Organic Mixes:
   • The weight of natural organic mixes may vary slightly. The net weight at the time of packing will be considered.
10. Immediate Unboxing:
    • Plants should be unboxed and transferred to normal pots immediately after delivery. Damage due to keeping plants in shipping containers for an extended period is not applicable for exchange or return.
11. Reporting Damages:
    • If damage is found, it must be reported immediately to the delivery person and support. Photos should be sent to The PlantEx support via email immediately.
12. Item Unavailability:
    • Towncraft/The PlantEx may hold delivery if an item is out of stock or rare, for a maximum of 21 working days. If the customer requests a refund due to unavailability, the refund will be processed within 7 working days.
13. Refund Interest:
    • Refunds will not hold any interest as the money is refunded via the payment gateway itself.
14. Hand Delivered or Picked Up Plants:
    • No exchange or return is applicable for hand-delivered or picked-up plants.

Communication Policy

1. WhatsApp Usage:
   • WhatsApp is meant for sales-related inquiries and not for order status inquiries.
2. Order-Related Queries:
   • All order-related queries should be sent via email with the order number as a reference.
3. Phone Call Availability:
   • Phone calls may be attended if a customer service executive or staff is available. Urgent issues can request a call back.
4. Call Recording:
   • Calls may be recorded for quality and training purposes.
5. Email Response Time:
   • Emails may be answered within 48 hours under usual circumstances. If not, a reminder can be sent via WhatsApp.
6. Incomplete Emails:
   • Emails without sufficient data, such as order number or reference links, may not be answered.
7. Backend Process Emails:
   • The PlantEx sends one email for each backend process triggered by the system.
8. AWS for Emails:
   • The PlantEx uses AWS for sending emails.
9. Email Notifications:
   • The PlantEx sends emails for new orders, order status changes (e.g., “packing,” “shipped,” “completed”), and order notes (e.g., tracking number).

Discount / Cashback / Gift Policy

1. Offers and Promotions:
   • Discounts, cashback offers, and free gifts are at the sole discretion of The PlantEx and can be changed at any time without prior notice.
2. Alternative Items:
   • If advertised free items are unavailable, alternatives may be provided or delivered at a later time.
3. Cashback Eligibility:
   • To be eligible for cashback offers, customers must register and create an account before placing an order.

Shipping Policy

1. Default Shipping Method:
   • Default shipping is via India Speed Post service.
2. Surface Service Delivery:
   • India Post parcel is a surface service, which may result in delayed delivery.
3. Responsibility for Delays:
   • The PlantEx is not responsible for any transit delays with India Speed Post, and no claims for delays will be entertained.

Applicable Law

• Terms of Use are governed by the laws of India. The place of jurisdiction is exclusively Bangalore, India.
• Orders are confirmed after receiving cleared payment and checking product availability. If the product is unavailable even after payment, refunds or adjustments will be provided.
• Refunds may take up to 21 days to process.
• Customers can request certificates such as phyto, certificate of origin, and packing list certificate for mandatory items (additional costs involved).

Disclaimer

1. Plant Replacement:
   • Replacement is possible only if the plant is received in a dead condition (excluding box damage) or a completely different plant is obtained.
2. Transit Time Replacement:
   • Replacement is applicable only when the transit time is less than or equal to 7 days, calculated according to the delivery tracking number.

Last updated on 17 March 2025