Return & Refund Policy

At Planta.dxb, we are committed to providing healthy plants, quality gardening products, and reliable service to customers across the United Arab Emirates.

We carefully inspect and prepare orders before delivery. However, if you receive an incorrect, significantly damaged, defective, or otherwise eligible product, we will review your request fairly and provide an appropriate solution in accordance with this Return & Refund Policy.

Because plants and trees are living, natural, and perishable products, different return conditions may apply to them compared with non-perishable gardening products.

We encourage customers to inspect their orders promptly upon delivery and contact us as soon as possible if there is a significant issue.

Eligibility for Returns, Replacements or Refunds

Depending on the circumstances, a product may be eligible for return, replacement, exchange, store credit, or refund if:

  • You received the wrong product

  • A product is missing from your order

  • A non-living product arrives significantly damaged

  • A product has a significant manufacturing defect

  • A plant or tree arrives dead or with significant damage that materially affects its health

  • The product is materially different from the confirmed order

  • Another issue exists that qualifies for a remedy under applicable UAE consumer protection requirements

All requests are subject to review and may require supporting photographs, videos, order information, and other reasonable evidence.

Reporting an Issue With Your Order

If you receive an incorrect, missing, damaged, or defective product, please refer to our Contact Us page as soon as reasonably possible after receiving your order.

Please provide:

  • Your full name

  • Order number

  • Product name

  • Description of the issue

  • Clear photographs of the product

  • Photographs of packaging where relevant

  • Video evidence where reasonably necessary

  • Any other information requested to assess your claim

Providing complete information helps us investigate and resolve requests more efficiently.

Inspection Upon Delivery

Customers should inspect their orders as soon as reasonably possible after delivery.

Please check:

  • Whether all ordered products have been delivered

  • Whether the correct products were received

  • The general condition of plants and trees

  • Pots, planters, and containers for significant damage

  • Packaged products for leakage or visible defects

  • Other gardening products for significant transportation damage

Where possible, visible damage or missing items should be reported promptly.

Returns and Claims for Live Plants and Trees

Plants and trees are living products whose appearance and condition naturally vary.

Returns, replacements, or refunds for plants and trees will generally only be considered where:

  • The plant arrives dead

  • The plant has significant transportation damage

  • The plant has a serious condition that materially affects its health at the time of delivery

  • You received the wrong plant or tree

  • The product delivered is materially different from the confirmed order

  • A remedy is otherwise required under applicable law

All claims involving live plants and trees will be reviewed individually.

Natural Plant Variations

Plants and trees are natural products. Each specimen is unique.

Natural variations may occur in:

  • Height and width

  • Growth pattern

  • Shape and form

  • Branch structure

  • Foliage density

  • Leaf size and colour

  • Flower quantity

  • Flowering stage

  • Fruit development

  • Natural markings

  • Minor cosmetic imperfections

Product photographs are representative images and may not show the exact individual plant delivered.

Reasonable natural variations are not considered defects and do not normally qualify for returns, exchanges, replacements, or refunds.

Minor Transportation Effects

Plants may experience temporary or minor changes during transportation.

These may include:

  • Minor leaf loss

  • Fallen flowers

  • Slight movement of soil

  • Temporary drooping

  • Minor branch movement

  • Small cosmetic imperfections

  • Temporary signs of transportation stress

These conditions do not necessarily indicate that a plant is unhealthy or permanently damaged.

Minor transportation effects that do not materially affect the health of a plant are not normally eligible for a return, replacement, or refund.

Plant Health After Delivery

Once a plant or tree has been successfully delivered, its continued health depends on appropriate care and environmental conditions.

Planta.dxb is not responsible for plant deterioration, damage, or loss resulting from:

  • Overwatering or underwatering

  • Incorrect placement

  • Insufficient or excessive sunlight

  • Extreme temperatures

  • Poor drainage

  • Unsuitable soil conditions

  • Incorrect fertilizer use

  • Excessive fertilizer application

  • Pests or diseases occurring after delivery

  • Neglect or improper maintenance

  • Repotting or transplanting

  • Damage caused by customers or third parties

  • Unsuitable indoor or outdoor conditions

  • Delayed planting

  • Failure to follow reasonable plant care instructions

Such circumstances do not normally qualify for returns, replacements, exchanges, or refunds.

Change-of-Mind Returns for Plants and Trees

Due to the living and perishable nature of plants and trees, we generally do not accept returns or provide refunds solely because a customer changes their mind after an order has been delivered.

Customers should carefully review product descriptions, approximate sizes, plant characteristics, care requirements, and intended placement before completing a purchase.

Nothing in this section limits any rights available to customers under applicable UAE law.

Large Plants, Trees and Special Orders

Large plants, mature trees, date palms, specially sourced products, customised orders, bulk orders, and products prepared specifically for a customer may be subject to additional return and cancellation restrictions.

Once such products have been sourced, prepared, transported, or dispatched, they may not be eligible for cancellation, return, or refund except where the product is defective, significantly damaged, incorrect, or otherwise eligible under applicable law.

Transportation, manpower, lifting, and other special service charges may not be refundable once the relevant services have been performed.

Returns of Pots and Planters

Pots and planters may be eligible for return or replacement where they arrive significantly damaged, defective, or materially different from the product ordered.

Minor variations in colour, texture, dimensions, patterns, surface finish, or appearance resulting from manufacturing methods, handcrafted production, materials, photography, lighting, or screen settings are not normally considered defects.

Customers should report significant damage promptly and provide clear photographs.

Returns of Fertilizers and Plant Care Products

Fertilizers, plant care products, and other packaged gardening products may be eligible for return if they are:

  • Incorrectly supplied

  • Significantly damaged during delivery

  • Defective

  • Leaking upon delivery

  • Unopened and otherwise eligible for return under applicable law and this policy

Opened, used, partially consumed, contaminated, improperly stored, or damaged products may not be eligible for return unless they were defective when supplied.

Products should be used and stored according to the manufacturer’s instructions.

Returns of Gardening Tools and Other Non-Living Products

Eligible non-living products may be considered for return if they are unused, undamaged, and returned in their original packaging with all included accessories, labels, manuals, and components.

Products showing signs of use, misuse, modification, accidental damage, or improper storage may not be eligible for return.

Any change-of-mind return rights will be subject to applicable UAE consumer protection laws and any product-specific conditions communicated at the time of purchase.

Incorrect Products

If you receive a product that is materially different from the product confirmed in your order, please refer to our Contact Us page promptly.

Please provide your order number and clear photographs of the product received.

After reviewing the claim, we may arrange an appropriate replacement, exchange, return, store credit, or refund.

Missing Products

If a product is missing from your delivery, please check whether your order was scheduled for partial delivery.

If the missing product is not part of a separate shipment, please refer to our Contact Us page and provide your order information.

After verification, we may arrange delivery of the missing product or provide another appropriate remedy.

Damaged Products

If a product arrives with significant damage, please report the issue as soon as reasonably possible.

Customers should provide photographs or videos showing:

  • The entire product

  • The damaged area

  • The packaging where relevant

  • The shipping label where applicable

  • Any other evidence reasonably required to assess the claim

We reserve the right to request additional information before approving a return, replacement, exchange, store credit, or refund.

Return Authorisation

Customers should not return products without first contacting Planta.dxb and receiving return instructions or approval.

Unauthorised returns may be refused, delayed, or returned to the customer.

If your return request is approved, we will provide information about the next steps and any applicable collection, delivery, or return arrangements.

Condition of Returned Products

Where a product is approved for return, it should be returned in the condition in which it was received, subject to reasonable inspection.

Where applicable, products should include:

  • Original packaging

  • Labels and tags

  • Accessories

  • Manuals

  • Components

  • Promotional items supplied with the purchase

We reserve the right to reject or reduce an eligible refund where a returned product has been unnecessarily used, damaged, altered, or handled beyond what is reasonably required to inspect it, subject to applicable law.

Return Delivery and Collection Charges

Responsibility for return transportation or collection costs will depend on the reason for the return.

Where a return is approved because we supplied an incorrect, significantly damaged, or defective product, Planta.dxb may arrange collection or cover reasonable return transportation costs where appropriate.

Where a return is accepted for another reason, the customer may be responsible for applicable collection, transportation, handling, or redelivery charges.

Customers will be informed of applicable charges where appropriate.

Exchanges and Replacements

Approved claims may be resolved through a replacement or exchange where appropriate.

Replacement products are subject to availability.

If the same product is unavailable, we may offer:

  • A suitable alternative product

  • Store credit

  • A refund of the eligible amount

  • Another appropriate solution agreed with the customer

Any difference in price for customer-requested exchanges may need to be paid by the customer or refunded as appropriate.

Refund Eligibility

Refunds may be approved where:

  • An eligible order is cancelled before preparation or dispatch

  • A product is confirmed as unavailable after payment

  • An incorrect product cannot reasonably be replaced

  • A significantly damaged or defective product qualifies for a refund

  • A replacement product is unavailable

  • A refund is otherwise required under applicable UAE law

Refund eligibility is determined after reviewing the circumstances of each request.

Non-Refundable Charges

Unless otherwise required by applicable law, certain charges may not be refundable after the relevant service has been provided.

These may include:

  • Completed delivery charges

  • Special transportation charges

  • Additional manpower charges

  • Lifting equipment charges

  • Installation services

  • Planting services

  • Custom sourcing costs

  • Redelivery charges

  • Other services already completed at the customer’s request

Refund Method

Approved refunds will generally be issued to the original payment method used for the purchase.

Where a refund to the original payment method is not reasonably possible, we may arrange another appropriate refund method.

Customers may be required to provide information reasonably necessary to process the refund securely.

Refund Processing Times

Once a refund has been approved and processed by Planta.dxb, the time required for the funds to appear in the customer’s account may vary depending on the bank, card issuer, payment provider, and payment method.

Processing delays caused by banks, card issuers, or payment service providers are outside our reasonable control.

Order Cancellations Before Dispatch

Customers who wish to cancel an order should refer to our Contact Us page as soon as possible.

Cancellation requests are not guaranteed.

If an order has not yet entered preparation, sourcing, packing, dispatch, or delivery, we may approve the cancellation and arrange an eligible refund.

Cancellations After Preparation or Dispatch

Once an order has been prepared, specially sourced, packed, assigned for delivery, or dispatched, cancellation may no longer be possible.

This is particularly important for live plants, trees, bulk orders, large products, and specially sourced items.

If a cancellation is accepted after preparation has begun, applicable handling, transportation, sourcing, or other reasonable costs may be deducted from the refundable amount where permitted by law.

Refused Deliveries

Customers should not refuse delivery without a valid reason.

If a customer refuses an order that matches the confirmed purchase and has no significant defect or quality issue, the order may not be eligible for a full refund.

Applicable delivery, return transportation, handling, and other reasonable costs may be deducted from any eligible refund where permitted by law.

Failed Delivery Attempts

If delivery cannot be completed because the customer is unavailable, provides incorrect information, cannot be contacted, fails to arrange necessary access, or otherwise prevents successful delivery, additional charges may apply.

Living plants may deteriorate as a result of repeated or unreasonable delivery delays caused by the customer.

Planta.dxb is not responsible for deterioration resulting from customer-caused delays.

Promotional, Discounted and Sale Products

Products purchased during promotions, sales, or using discount codes remain subject to this Return & Refund Policy unless different conditions were clearly communicated at the time of purchase.

Any eligible refund will normally be based on the actual amount paid for the product after discounts.

Promotional codes and discounts have no cash value and are not refundable separately.

Bundles and Promotional Gifts

Where a returned product was purchased as part of a bundle or included a promotional gift, all related products or gifts may need to be returned to receive the full eligible refund.

If a promotional product is not returned, its value may be deducted from the eligible refund where permitted by applicable law.

Abuse of the Returns Process

We reserve the right to investigate, restrict, or reject return requests where we reasonably suspect:

  • Fraudulent claims

  • Repeated abuse of our return process

  • False information

  • Manipulated evidence

  • Intentional product damage

  • Unauthorised use or resale

  • Other dishonest or unlawful activity

Nothing in this section limits customer rights that cannot be restricted under applicable law.

Our Right to Inspect Returned Products

We reserve the right to inspect returned products before approving a refund, replacement, exchange, or store credit.

Inspection may be necessary to determine:

  • The condition of the product

  • Whether the product was used

  • Whether damage occurred after delivery

  • Whether reasonable care instructions were followed

  • Whether the product qualifies for a remedy under this policy

The outcome of the inspection will be communicated to the customer where appropriate.

Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit any rights or remedies available to customers under applicable consumer protection laws of the United Arab Emirates.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

Changes to This Return & Refund Policy

We may update or modify this Return & Refund Policy periodically to reflect changes in our products, services, business operations, delivery processes, or applicable legal requirements.

Any updated version will be published on our website.

Customers are encouraged to review this policy before placing an order.

Contact Us

If you have questions about returns, replacements, damaged products, incorrect orders, cancellations, exchanges, store credit, or refunds, please refer to our Contact Us page.

Our team will review your enquiry and provide appropriate assistance based on the circumstances of your request and this Return & Refund Policy.