Refund policy

Effective Date: 16 September 2026 | Website: plantsworld.ae | Contact: admin@plantsworld.ae

This policy replaces and supersedes all previous versions of PlantsWorld's Returns, Replacements & Refunds Policy. It applies to all orders placed on plantsworld.ae and through our official sales channels.

At a Glance

Delivery-issue window: Report damage or a wrong item within 24 hours of delivery, with photos and your order number
Pest/disease window: 7 days of free treatment for airborne pests or fungal issues, on-site or off-site
Not eligible for return: Normal size/colour/shape variation, minor cosmetic marks, or transit stress — see Section 3.1
Planters & accessories: Returnable within 2 days if unused and in original packaging
Refund fees on approved plant returns: AED 15 pick-up fee + 10% restocking fee; delivery fee is non-refundable
Refund timing: Initiated within 10 working days of approval
Not returnable: Customized, occasion/gift, repotted, or clearance items
Contact: admin@plantsworld.ae

1. Before You Order — Plant Care & Buyer Responsibility

Live plants are perishable, living products. Every plant we deliver requires proper light, water, temperature and care to settle into its new environment, and the first few days after delivery are the most important adjustment period.

You, the customer, are responsible for choosing plants suited to your climate, indoor/outdoor conditions and the space where they will be placed, and for providing appropriate ongoing care after delivery. PlantsWorld cannot be held responsible for plant stress or decline caused by an unsuitable location, incorrect watering, neglect, pests introduced after delivery, or care outside our recommendations.

If you notice any signs of distress after delivery, please contact us right away at admin@plantsworld.ae — we're happy to advise on care, even where a case falls outside this policy.

Please also note: product photos are representative, not exact. As living products, plants naturally vary in size, shape, colour and leaf pattern from one specimen to another and from the photo shown online. See Section 3.1 for what this does and doesn't cover.

2. How This Policy Is Organized

Because plants, planters/accessories, and gift or corporate orders behave differently, this policy sets out separate rules for each:

Section 3 — Returns Policy for Live Plants
Section 4 — Replacement Policy for Live Plants
Section 5 — Returns Policy for Planters & Accessories
Section 6 — Items That Cannot Be Returned or Refunded
Section 7 — Order Cancellations
Section 8 — Refund Methods & Processing Times
Section 9 — Accepted Payment Methods
Section 10 — Delivery Delays Beyond Our Control
Section 11 — How to Start a Return, Replacement or Refund
Section 12 — Your Rights Under UAE Law
Section 13 — Contact Us & Policy Updates

3. Returns Policy — Live Plants

3.1 Natural Characteristics of Living Plants (Not Considered Damage)

Every plant we deliver is a unique, living specimen grown in natural conditions — no two are ever perfectly identical, and no plant looks exactly like it did the day it left the nursery once it has travelled to you. We work with trusted growers to keep this natural variation to a minimum, but the following are normal characteristics of live plants, are not defects, damage or health issues, and are not eligible for a return, replacement, refund or free replacement under this policy:

Differences in size, height, fullness or shape compared to the product photo or a previous order (live stock varies batch to batch and photos are representative, not an exact match);
Natural variation in leaf colour, pattern, or pigmentation, including seasonal colour change;
Minor cosmetic marks such as small scuffs, spots, or nicks on a leaf, or minor leaf yellowing, browning or leaf drop caused by the adjustment to a new environment;
Bent, creased or slightly drooping stems/leaves from transit, which typically recover within a few days of proper care;
Minor soil settling or a small amount of soil loosening in the pot during transport;
Cosmetic differences in the nursery pot, plant tag, or moss/decorative top-dressing supplied with the plant.

These are considered normal, expected characteristics of a living product, not grounds for a claim under Sections 3.3 or 3.4 below. If you're ever unsure whether something you're seeing is normal adjustment or a genuine health issue, send us a photo at admin@plantsworld.ae — we're always happy to advise, even outside a formal claim.

3.2 At the Time of Delivery

Please inspect your plant(s) with the delivery agent before accepting the order. If you are not satisfied with the condition of an item — for example it arrives damaged, wilted, or is not what you ordered — you may refuse or return it directly with the delivery agent at the time of delivery, provided:

The item is in the same condition it was delivered in (not repotted, unpacked from its growing container, or altered);
All original packaging, tags and accompanying items are intact; and
You can present your order confirmation email or invoice as proof of purchase.

If a plant has been repotted, replanted, or its original packaging is missing, we are unable to accept the return or issue a refund, as the item can no longer be resold or safely replaced in stock.

3.3 After Delivery — 24-Hour Reporting Window

If an issue is not identified at the moment of delivery (for example, a defect that only becomes visible once unpacked), notify us within 24 hours of delivery by emailing admin@plantsworld.ae with your order number and clear photos of the item. This window covers genuine damage or health issues, not the normal living-product variation described in Section 3.1. We will review your claim and, where approved, schedule a pick-up with our next available delivery run.

Returns reported after 24 hours from delivery are not accepted, except for the natural-causes support described in 3.4 below.

3.4 Pests, Disease & Other Natural Causes — 7-Day Support Window

Occasionally, a plant may show natural stress unrelated to transport damage — such as airborne pests, fungal leaf spot, or minor insect activity. Within 7 days of delivery, we will treat/clean the affected plant free of charge, either on-site at your location or, if you bring or send it to us, off-site at our facility. To diagnose the issue accurately, our team may ask a few short questions about placement, watering and care since delivery, and request photos — this helps us tell a treatable natural-cause issue apart from a care-related one.

Beyond 7 days from delivery, we are unable to accept responsibility for issues arising from airborne pests, diseases (such as box blight or fungal leaf spot), insects, or other causes outside our control, including those linked to placement, climate or care after delivery.

3.5 Refund Deductions on Approved Plant Returns

A pick-up fee of AED 15 plus a 10% restocking fee will be deducted from your refund amount.
Original delivery fees are non-refundable.
Refunds are issued only after the returned item has been received and inspected by our team.

4. Replacement Policy — Live Plants

If your plant(s) or planter(s) arrive damaged and you return the item with our delivery agent (or report it within the windows in Section 3), we will replace it free of charge, with the replacement sent on our next available delivery run.
If the exact item is out of stock and cannot be replaced, you may choose any other available item(s) of equal value, or request a refund under Section 8.
Replacements follow the same inspection and proof-of-purchase requirements as returns.

5. Returns Policy — Planters & Accessories

Planters, pots and accessories (non-plant items) may be returned within 2 days of the delivery date.
Items must be unused, undamaged, and in their original packaging with all tags attached.
The customer is responsible for return shipping costs; all shipping fees (original and return) are non-refundable.
Used, installed, or visibly worn items will not be accepted for return.

6. Items That Cannot Be Returned, Replaced or Refunded

The following are final sale and are not eligible for return, replacement, cancellation or refund, as they are made or reserved specifically for you or for a specific occasion:

Customized, personalized, or made-to-order plant/planter arrangements;
Occasion and gifting orders, including but not limited to Valentine's Day, birthday, anniversary, and corporate gifting orders;
Plants that have been repotted, replanted, or permanently installed by the customer;
Items returned without original packaging or proof of purchase;
Clearance or items explicitly marked "final sale" at checkout.

7. Order Cancellations

Cancelled before the scheduled delivery date: full refund, no restocking fee.
Cancelled on the day of delivery (order already out for delivery or fulfilment underway): full refund minus a 10% restocking fee of the order value.
Customized or occasion/gift orders (see Section 6) cannot be cancelled once confirmed.
To cancel, email admin@plantsworld.ae with your order number and cancellation request as early as possible.
Approved cancellation refunds are initiated within 10 working days, through the original payment method where possible.

8. Refund Methods & Processing Times

Refunds are issued using the same method used for the original payment wherever possible.
For Cash on Delivery orders, refunds are made via bank transfer to an account held in the name on the order; we will contact you to confirm your bank details securely.
Approved refunds are initiated within 10 working days of approval. Actual credit to your account may take longer depending on your bank.
Applicable deductions (pick-up fee, restocking fee, non-refundable delivery/shipping fees) are outlined in Sections 3, 5 and 7 and will be itemized in your refund confirmation.

9. Accepted Payment Methods

You may pay for orders on plantsworld.ae using:

Cash on Delivery — pay when your order arrives.
Bank Transfer — transfer the order amount to our company bank account to confirm your delivery.

We do not accept personal cheques, cashier's cheques, money orders, or direct deposits from unlisted accounts. For current online payment options (card, Apple Pay, etc.) available at checkout, or other payment queries, please contact us.

10. Delivery Delays & Events Beyond Our Control

Delivery dates are estimates. Occasionally, delivery may be delayed by circumstances beyond our reasonable control, including but not limited to severe weather, traffic disruption, customs or regulatory processes, courier delays, or public holidays. We will notify you as soon as we become aware of a significant delay and work with you on a revised delivery date. Such delays do not, by themselves, entitle an order to free cancellation outside Section 7, but we're always happy to discuss options.

11. How to Start a Return, Replacement or Refund

Contact us at admin@plantsworld.ae within the relevant window (at delivery, within 24 hours for delivery issues, or within 7 days for natural-cause plant issues) with your order number and clear photos of the item and its condition.
Our team reviews your request against Section 3.1 (normal living-product variation) and may ask a few quick questions about care and placement to diagnose the issue, then responds within 1–2 business days with next steps or a decision.
If approved, we schedule a pick-up with our next available delivery run, or advise on drop-off if applicable.
Once the item is received and inspected, we process your replacement or refund per Sections 4 and 8.

Please always keep your order confirmation email — it is accepted as valid proof of purchase for all claims under this policy.

12. Your Rights Under UAE Law

This policy is intended to work alongside, and does not limit, any rights you have under UAE consumer protection legislation, including Federal Decree-Law No. 15 of 2020 on Consumer Protection (as amended) and its Executive Regulations, and Cabinet Resolution No. 66 of 2023 concerning e-commerce, as applicable. If any part of this policy conflicts with a right you hold under applicable law, the law will prevail.

If you have a complaint you feel has not been resolved by our team, you can also reach the UAE consumer protection authorities via the Consumer Rights platform (consumerrights.ae) or the applicable Emirate's economic department.

This section is provided for general information only and is not legal advice. Because requirements can vary and evolve, we recommend PlantsWorld have this policy periodically reviewed by a UAE-licensed legal advisor to confirm ongoing compliance.

13. Contact Us & Policy Updates

Questions about an order, a return, or this policy? We're here to help:

Email: admin@plantsworld.ae
Address: L-14, Shop No. 8, Greece Cluster, International City, Dubai, United Arab Emirates
Website: plantsworld.ae

PlantsWorld Trading LLC may update this policy from time to time to reflect changes in our operations or the law. The "Effective Date" at the top of this page shows when it was last revised; continued use of our website and services after an update constitutes acceptance of the revised policy.

14. Frequently Asked Questions

Can I return a plant because it looks slightly different from the photo?

No. Differences in size, colour, shape or minor cosmetic marks are normal for living plants and are not eligible for return — see Section 3.1.

What do I do if my plant arrives damaged?

Refuse it with the delivery agent on the spot, or email admin@plantsworld.ae within 24 hours with your order number and photos. We'll arrange a free replacement.

My plant has yellow leaves or small bugs after a few days — is that covered?

Natural pest or disease issues are covered free of charge within 7 days of delivery (Section 3.4). Our team may ask about care and placement to diagnose it.

Can I cancel my order?

Yes — full refund if cancelled before the delivery date; a 10% restocking fee applies if cancelled on the delivery day. Customized and gift orders can't be cancelled once confirmed.

How long do refunds take?

Approved refunds are initiated within 10 working days, usually via the original payment method or bank transfer for Cash on Delivery orders.

Are delivery fees refundable?

No, original delivery fees are non-refundable, and a AED 15 pick-up fee plus 10% restocking fee applies to approved plant returns.

Can I return a gift or customized order?

No — customized, personalized, and occasion/gift orders (e.g. Valentine's Day, birthdays, corporate gifting) are final sale.