Refund & Replacement Policy
Last updated: September 20, 2026 · Plants Paradise Pakistan, Pattoki
Plants are living things travelling across Pakistan, so our policy is built on one promise: if your order arrives damaged, dry or wrong, we make it right free replacement or full refund. Please read the simple rules below so claims stay fast and fair for everyone.
1. Our 48-hour live-arrival promise
Every plant order is covered by a 48-hour live-arrival guarantee, anywhere in Pakistan. If your plant arrives broken, crushed, completely dry, rotten, or dead or the pot/ceramic arrives cracked you are entitled to a free replacement or a full refund of that item.
To claim, send a clear photo or short video of the unpacked item on WhatsApp to 0300-1234567 within 48 hours of delivery, along with your order name and city. Claims with photos are approved the same day in nearly all cases.
2. Replacement or refund your choice
For approved claims you choose: (1) free replacement of the same item in the next dispatch, or (2) full refund of the item price to your bank account, JazzCash or EasyPaisa within 3–5 working days of approval.
If the exact variety is out of season, we offer the closest equivalent or a refund never a forced substitute. Delivery charges for the replacement shipment are on us.
3. Wrong, missing or short items
If we send the wrong plant variety, wrong pot size, or your box arrives short of an item, report it within 48 hours with a photo of the packing slip and items received. We reship the correct item free on priority dispatch, or refund it your choice.
4. Order cancellation before dispatch
You may cancel or change your order free of charge any time before it is packed and dispatched (usually within 24 hours of payment). Message us on WhatsApp or call 0300-1234567 and paid amounts are refunded in full within 3–5 working days.
Once the order is handed to the courier, cancellation is no longer possible because live plants cannot survive a return journey but the 48-hour arrival promise still fully applies.
5. What is not covered
Because plants are living products affected by home care, weather and handling after delivery, the following are not eligible for refund or replacement:
- Plants that decline weeks after healthy arrival due to overwatering, no light, missed watering, repotting shock or fertilizer burn (we still give free recovery guidance for life).
- Minor cosmetic issues that do not affect health: 1–2 yellow lower leaves, small transit leaf folds, soil spillage, or slight size variation from photos.
- Seasonal behavior: winter dormancy, monsoon leaf drop, or flowering plants arriving out of bloom (buds/flowers are seasonal, health is guaranteed).
- Damage from customer handling after delivery, pets, or extreme storage (e.g., box left unopened in sun for days).
- Claims reported after 48 hours without prior intimation, or without any photo evidence.
6. Fertilizers, pots and non-plant items
Sealed fertilizer packs: damaged, leaking or incorrect packs reported within 48 hours are replaced free or refunded. Opened and partially used packs cannot be refunded unless the product is proven defective.
Ceramic and clay pots: cracked or broken on arrival (photo within 48 hours) are replaced free. Pots that crack later due to frost, dropping, or drilling are not covered see our pot care guide for winter protection.
7. Landscaping service payments
Landscaping projects follow the written fixed quote: advance for materials, stage payments as agreed, and balance on handover. Planted trees and lawns carry a 3-month establishment guarantee any plant that dies within 90 days under our care instructions is replaced free.
Design-only consultancy fees are non-refundable once the design pack is delivered. For cancelled site projects before work starts, material advances are refunded minus any already-purchased custom materials.
8. How refunds are paid
Refunds go back through bank transfer, JazzCash or EasyPaisa to an account in your name, within 3–5 working days of approval. You receive a screenshot confirmation of every refund transaction.
Because our flow is bank-payment based (no cash-on-delivery), please keep your original payment proof until your order arrives safely it speeds up any refund.
9. How to file a claim in 2 minutes
Step 1: Do not throw anything away — keep the plant, pot and box. Step 2: Take 2–3 clear photos (full item + close-up of damage) within 48 hours of delivery. Step 3: WhatsApp them to 0300-1234567 with your name, city and order date. Step 4: We confirm approval and your choice (reship or refund) the same day.