customer service

Returns and cancellations

On this page you will find information about returning items, the return process, using the return form, refund terms and canceling orders.

Frequently Asked Questions

You cannot return products that may spoil within the cooling-off period (14 days), such as plants. You cannot dissolve the contract. If you have any doubts about the quality of the plants, please contact our customer service team at [email protected] within 48 hours of delivery . For the sake of completeness, please include a photo of the delivery. This way we can deal with your question faster. We offer a growth and flowering guarantee, so we always find a suitable solution for you.

You can return all non-live products within 14 days, as long as they are complete and unopened. You can also return a product if it becomes defective within the warranty period. How to return these items can be found in the instructions that come with your product.

Upon receipt, the plants are destroyed in an environmentally friendly manner, as we do not sell second-hand plants. To cover these additional costs, we refund 50% of the original order value. However, from sustainability point of view, we often try to offer a solution without you having to return the product.

You can only return non-live products, without giving a reason, to us within 14 days. In this case, please contact our customer service to register a return via [email protected]. At your request, you will receive a return number and more information about the return. Remember to fill in the return number on the return form for quick processing. If the return number and/or return form are missing, we will not be able to process your request.

Once your package is ready to return, you can drop it off at a DHL service point. We do not refund the return shipping costs.

Once we have received and processed your return, we aim to refund you within a maximum of 14 days. Please note that in some cases €10 will be deducted from your refund for return shipping and administrative costs. If it is a damaged product, you do not have to return it and we will provide a suitable solution.

We expect you to handle packaging and packing materials with care. Products delivered in a box must also be returned in a box, so that the product's original packaging remains undescribed and undamaged. If returned products have packaging damaged by description, stickers or too much tape/adhesive tape, we will charge a damage fee. This will be deducted from the amount we refund you.

Unfortunately cancellation is often no longer possible, this is due to our fast processing time because we work with live products. As soon as an order comes in, we immediately schedule it at our nursery. Because of the nature of our products - live plants - and our commitment to ensuring quality, we maintain a fast processing time for orders.

However, I would ask you to accept the package when it is delivered. If you refuse the package upon delivery, you will be charged high fees, part of which will be your responsibility. This, of course, is not desirable. In the case of plants, unfortunately we can only refund a small portion of the value. Live plants often do not survive the return shipment.

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I would like to share my experience with you, and advise you to solve any pond problems and reduce pond maintenance. As a result, you can easily save hundreds of dollars.
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I would like to share my experience with you, and advise you to solve any pond problems and reduce pond maintenance. As a result, you can easily save hundreds of dollars.