Refund policy

1. Live Plants – 24-Hour Freshness Guarantee

Live plants are natural, living items and require proper care.

Eligibility for Replacement or Credit

If your plant arrives:

    • Damaged
    • Wilted beyond recovery
    • Diseased

You must notify us within 24 hours of delivery.

How to Report

Send clear photos of:

Resolution

After verification, we will provide:

A free replacement, OR

Store credit, based on your preference

Important Conditions

Claims after 24 hours will not be accepted

No refund/replacement for damage caused by:

    • Improper watering
    • Lack of sunlight
    • Extreme temperature exposure
    • Neglect after delivery

2. Pots, Planters & Non-Living Items

We offer a 7-day return policy for non-perishable items.

Return Conditions

Item must be:

    • Unused
    • In original packaging
    • In the same condition as received

Change of Mind Returns

Customer is responsible for:

    • Return shipping cost, OR
    • Collection fee of AED 50

Damaged Items

If item arrives damaged or broken:

    • Report immediately upon delivery
    • Eligible for replacement at no cost

3. Non-Returnable Items

The following items are not eligible for return or refund:

Gift cards

Clearance or sale items

Reported/used plants after delivery

Custom-made or personalized orders

Installed landscaping or garden services

4. Refund Process

Inspection & Approval

Returned items are inspected upon receipt

You will be notified of approval or rejection

Refund Method

Refund will be issued via:

    • Original payment method (Credit/Debit Card), OR
    • Store credit (if preferred)

Processing Time

Refunds are processed within 10 business days

Bank processing times may vary

5. Order Cancellation

Orders can be cancelled before dispatch only

Once shipped, cancellation is not possible

6. Contact Information

Plants Xpert
(Trading Name of LAKE GARDEN LANDSCAPE L.L.C)

Trade License No.: 1039803

Address: Marasi Dr - Business Bay - Dubai - United Arab Emirates

Email: info@plantsxpert.com

Phone / WhatsApp: +971 52 533 2545

Business Hours: Monday – Friday, 8:00 AM – 5:00 PM

7. Legal Compliance

Plants Xpert operates in accordance with the laws and regulations of the United Arab Emirates, including consumer protection and e-commerce guidelines.