Cancellation, Replacement & Refund Policy

At Plantoo, we take utmost care to ensure that your order reaches you safely and correctly. However, if you face an issue with your order, please contact our support team within 7 days from the marked delivery date so that we can assist you promptly.

Cancellation Policy

1. Shipped Orders

Orders that have already been packed, dispatched, or assigned for shipment are not eligible for cancellation.

2. Delayed Shipments

If an order has not been shipped within 3 days from the order date, the customer may request cancellation. If the cancellation is approved, the eligible amount will be refunded according to our Refund Policy.

3. Accidental or Duplicate Orders

If an order is placed accidentally or a duplicate order is placed by mistake, the customer may request cancellation before the order is shipped.

Once the cancellation is confirmed, the eligible amount will be refunded according to the Refund Policy.

4. Quantity Discrepancies

If the quantity of products received is less than the quantity ordered, the missing items may be replaced. Where replacement is not possible or the customer prefers a refund, the value of the missing items may be refunded after verification.

Replacement Policy

1. Damaged Products

If you receive a damaged product, you may request a replacement after verification.

Please provide clear real photos or a video of the damaged product, preferably showing the product along with its original Plantoo packaging.

If you do not wish to receive a replacement, you may request a refund after the damage has been verified and approved by our support team.

2. Incorrect Products

If you receive the wrong product, wrong Grow Kit, or an item different from what you ordered, you are eligible for a replacement.

If replacement is not preferred or is not possible, a refund may be provided after verification.

3. Missing Components

If any component of your Grow Kit, such as cocopeat, soil mix, seeds, pots, accessories, or other included items, is missing, you may request a replacement for the missing item.

Image or video verification may be required.

If the missing item cannot be replaced or the customer prefers a refund, the eligible amount may be refunded after verification.

4. Damaged Pots / Planters / Grow Bags

If a seeding pot, grow bag, planter, or any included container is broken or visibly damaged upon arrival, Plantoo may provide a replacement for the affected item.

The customer must provide clear photos or videos for verification.

If the customer does not wish to receive a replacement, a refund for the affected item may be processed after confirmation.

5. Empty Box or Major Missing Items

If you receive an empty package or several major items are missing, an unboxing video showing the sealed package being opened continuously may be required for verification.

Based on the verification, Plantoo may provide a replacement or refund as applicable.

6. Return to Origin (RTO)

If an order is marked as Return to Origin (RTO) due to an error or mistake by the courier partner, Plantoo will make reasonable efforts to arrange delivery of the correct order within an additional 5–7 days.

The customer may also receive a 15% discount as applicable under the RTO resolution.

If the order cannot be successfully delivered again, the customer may be eligible for a refund after verification.

7. False Delivery / Order Marked as Delivered but Not Received

If the courier tracking shows an order as Delivered, but the customer has not actually received it, the customer should contact Plantoo support immediately.

Plantoo will verify the delivery status with the courier partner. If it is confirmed that the package was not received by the customer, Plantoo may provide a replacement or refund, depending on the circumstances.

Refund Policy

A refund may be initiated in the following situations:

1. Product Not Received

If the customer has not received the order and the courier investigation confirms that the package was lost, incorrectly delivered, or otherwise not received, the customer may be eligible for a refund.

2. Damaged Product – Customer Does Not Want Replacement

If a product arrives damaged and the customer does not want a replacement, Plantoo may process a refund after receiving and verifying clear real photos or videos of the damaged product.

The refund will generally be limited to the value of the affected product/item, unless otherwise approved by Plantoo.

3. Accidental Order

If a customer accidentally places an order, they may request cancellation before the order is shipped.

Once the cancellation is approved, the eligible amount will be refunded.

Orders that have already been shipped may not be eligible for cancellation or refund under this condition.

4. Duplicate Order

If the customer accidentally places two identical orders, the duplicate order may be cancelled and refunded provided that it has not already been shipped.

5. Product Not Available

If Plantoo is unable to fulfil an order because the ordered product is unavailable, discontinued, or cannot be supplied, Plantoo may cancel the affected order and issue a refund for the amount paid.

6. Incorrect Product Delivered

If the wrong product or Grow Kit is delivered, Plantoo will generally offer a replacement.

If the customer does not want a replacement, a refund may be processed after verification and confirmation.

7. Missing Product or Components

If a product or component is missing from the delivered order, Plantoo may either replace the missing item or refund its applicable value after verification.

8. Unsuccessful Delivery / RTO

If an order cannot be delivered and is returned to Plantoo, a refund may be issued after the order is received or the courier status is verified, subject to the circumstances of the shipment.

9. Other Verified Order Issues

If an order has a significant issue that cannot reasonably be resolved through replacement, Plantoo may provide a refund after reviewing the case and completing the necessary verification.

Refund Process

Once a refund is approved:

• The refund will generally be initiated within 5–7 business days after confirmation and approval.
• For prepaid orders, the refund will normally be processed to the original payment method used for the order.
• For Cash on Delivery (COD) orders, Plantoo may request the customer's bank account, UPI, or other valid payment details required to process the refund.
• The actual time taken for the amount to appear in the customer's account may depend on the payment gateway, bank, or financial institution.
• Plantoo may contact the customer for additional information, photos, videos, or other verification before approving a refund.

Refund Amount

The refund amount will depend on the nature of the issue and the items affected.

For example:

• Missing item → Refund may be limited to the value of the missing item.
• Damaged individual item → Refund may be limited to the value of the damaged item.
• Entire order not received → Eligible amount for the undelivered order may be refunded.
• Cancelled prepaid order before shipment → Eligible amount paid may be refunded.
• Wrong product → Replacement will generally be preferred; refund may be provided if replacement is not required or possible.

Any applicable shipping, handling, promotional, or other charges may be treated according to the specific circumstances of the order.

Verification Requirements

To protect customers as well as Plantoo from fraudulent claims, we may request:

• Clear photographs of the received product.
• Photos showing the product and original Plantoo packaging.
• Video of the damaged product.
• Unboxing video for empty packages or major missing items.
• Order number and invoice details.
• Courier/shipping information.
• Any other information reasonably required to verify the issue.

Photos and videos must be genuine and should clearly show the actual product received by the customer.

Plantoo reserves the right to reject a replacement or refund request if the provided information is insufficient, manipulated, misleading, or does not support the reported issue.

Important Reporting Timeline

All delivery-related issues, including damaged products, missing items, incorrect products, quantity discrepancies, empty packages, or products not received, must be reported to the Plantoo support team within 7 days of the marked delivery date.

For orders marked as delivered but not actually received, customers are advised to contact Plantoo as soon as possible so that the matter can be investigated with the courier partner.

Claims reported after the applicable reporting period may not be eligible for replacement or refund.

Important Note

Plantoo's cancellation, replacement, and refund decisions are subject to verification of the reported issue.

Where possible, Plantoo will first attempt to resolve an issue through replacement or reshipment. However, if the customer does not want a replacement and the issue qualifies for a refund, Plantoo may initiate the refund after successful verification.

Plantoo reserves the right to investigate and determine the appropriate resolution for cases that do not fall directly under the situations mentioned above.