1. Introduction
At Luxemartt, we pour love and care into every plant, seed, pot, and gift card we offer. While we sincerely want you to be delighted with your purchase, we recognize that sometimes a refund or exchange may be necessary. This policy outlines when and how to request one.
2. Scope & Purchases Covered
This policy applies to:
- Live plants (e.g., Birdnest Japanese, Hoya Obovatum, Monstera Deliciosa, ZZ Plants, Calathea Beauty Star, Bird of Paradise)
- Seeds (e.g., herbs)
- Ceramic or decorative pots
- Gift cards (where refundable—see Section 7)
Services such as consultations, design services, or workshops (if offered later) are separately covered and not included here.
3. Eligibility for Refunds or Exchanges
Customers are eligible for a full refund or replacement if:
- You notify us within 7 days of delivery (Day 0 = date the tracking indicates “delivered”).
- The item arrives damaged, dead, or in significantly poor condition.
- For seeds, if they are clearly spoiled or non-viable upon arrival.
- For pots, if they are broken, chipped, or have irreparable defects.
- Gift cards may be refundable only as required by applicable law or under specific promotional terms.
To initiate a claim, you’ll need to provide:
- Photos of the item and packaging.
- Your order number and purchase date.
- A brief description of the issue.
4. Items Not Eligible for Refunds
Refunds or exchanges generally aren’t available for:
- Change-of-mind or “buyer’s remorse.”
- Live plants or seeds that have died due to negligence (e.g., over-/under-watering, improper lighting, pests).
- Items that show signs of user-caused damage.
- Gift cards unless statutory consumer protection requires otherwise.
5. How to Request a Refund or Exchange
- Contact us via our Contact page or support email within 7 days of delivery with your order number, item(s), and issue.
- We’ll respond typically within 2 business days with next steps.
- Provide photos of the product and its packaging as soon as possible.
- We’ll review, and if approved:
- Send replacement items promptly (if available), or
- Issue a refund via your original payment method.
6. Shipping & Restocking
- If the item is defective or damaged upon arrival, Luxemartt covers return shipping.
- If shipping is needed for replacements, we’ll notify you with tracking details.
- For approved refunds, the item may be returned or you might be asked to dispose of severely damaged or spoiled plants—our support team will guide you.
- We may charge a restocking fee (up to 10%) if an item is returned in good condition due to buyer’s remorse.
7. Gift Cards
Refunds or exchanges on gift cards are subject to legal requirements and promotional terms. Generally:
- Non-refundable, except where required by law.
- If local law mandates refunds, we will comply (e.g., for unused cards under a certain value).
- Promotional or sale gift cards may have additional terms—refer to the specific offer.
8. Partial Refunds, Store Credit & Replacements
We’ll issue:
- A full refund when items arrive dead, damaged, or spoiled.
- A replacement if we have identical or similar stock in good condition.
- Store credit (equivalent to the item’s value) if you prefer that and it’s convenient.
9. Timeline for Refunds
- Replacements ship within 3–5 business days after approval.
- Refunds are processed within 5 business days of approval and completed within 5–10 business days depending on your payment provider.
- We’ll send a confirmation once your refund or replacement is underway.
10. Quality Assurance & Exceptions
- Our plants undergo rigorous pre-shipment health checks—however, transit can stress even healthy specimens.
- Plants may appear slightly different than online photos (leaf size, coloration). That’s normal and not grounds for refund unless there’s an identifiable defect.
- Seasonal spikes in wildlife or pests may affect tolerance levels—be sure to follow our care guides for best results.