Cancellation, Return & Refund Policy
1) Damaged items can be replaced within 21 days of shipment unless that is transit damage. (Premium Courier Charges to be paid by the BUYER )
2) No return is allowed as plants are perishable.
3) Cancellation of orders will be considered only if the cancellation request is made within 24 hours of placing an order. Any cancellation requests will not be entertained if the orders have been communicated to the vendors/merchants/suppliers/home-units and they have initiated the process of shipping them, even though the cancellation request has fallen under 24 hours window.
4) VAT / Custom Taxes and Import Duties are not in our control. They vary according to the rules of different countries and must be paid directly by the buyer. VAT / Custom Taxes and Import Duties are not included in our ordering process but may be charged to you by your government. There is no tax for plants we produce and sell. But any seeds and accessories trading customers should pay tax. At present we do not sell any seeds or accessories
5) In “address not found” or “delivery attempted” cases no refund is allowed.
6) Size of plants may be described in product details. This can vary slightly. A refund won’t be allowed due to such size issues.
7) Due to over temperature plants may be dried out. This is an environment-related issue. No refund allowed.
8) Discount and free shipping options or free plants are limited periods only and are completely at the seller’s discretion.
9) ALL CLIMATE plants are ideal for any location in India provided the customer is keeping the plants under moderate temperature, light, and nutrients
10) Weight of natural organic mixes may vary a little bit. Net Weight at the time of packing will be considered.
11) Plants received should be un-boxed and transformed into normal pots immediately after delivery. Any damage due to keeping the plants in the shipping containers for a long time won’t be APPLICABLE FOR EXCHANGE OR RETURN.
12. If found damaged, immediately report to the delivery person as well as raise a complaint with support immediately to process the claim. Photos should be sent to plantslive support immediately.
13. Towncraft / Plantslive may hold the delivery if an item found out of stock or rare in nature, a maximum of 21 working days. But if the customer is asking for a refund due to the unavailability of item(s), the refund will be processed within 7 working days.
14. Refunds won’t hold any interest as the money is refunding via the payment gateway itself.
15) For “Hand delivered” plants or “picked up” plants, there won’t be any exchange or return applicable.
1) WhatsApp is meant for sales-related inquiries and NOT for order status inquiries.
2) For all order-related queries, mail should be sent by quoting the order number as a reference.
3) Your phone calls may be attended if the customer service executive or staff is available with a free slot. You can request a call back if anything urgent.
4) Your calls may be recorded for the purpose of quality and training purposes.
5) Your emails may be answered within 48 hours under usual circumstances. If not, you can remind it via WhatsApp message.
6) Plantslive may not answer the mails which do not have sufficient data, such as order number, or reference links of product for inquiry, or simple questions like “where is my order”.
7) For every backend process, plantslive sends one mail, which the system triggers every time.
8) Plantslive uses AWS for sending mails
9) Plantslive sends out mails for
a) a new order
b) an order status change such as “packing”, “shipped”, “completed”
c) an order note added such as tracking number or any additional manual notifications related to order.
Social Media Policy
1) Sharing good news is acceptable but any negative propaganda due to any reason which has a destructive purpose is falling under the category of deliberate brand destruction.
2) Any attempt to do brand destruction is a punishable offense.
3) In Plantslive business, 3rd parties are involved such as courier partners, suppliers, producers, online platforms, and tools. Without identifying the right cause of an issue, blindfold posting on social media can attract legal issues.
4) Social media review platforms are open and no moderation available. Anyone with an email id can review without a purchase. So such review systems are not realistic. Even though Plantslive is keen on reputation damages.
Discount / Cashback / Gift Policy
1) Plantslive may advertise discounts, cashback offers, and free gifts to customers with limited timelines.
2) All such offers are the sole discretion of Plantslive and those can be changed at any point in time without intimation.
3) If any advertised free items may not be available, Plantslive may give alternatives or give them at a later time.
4) In order to get cashback offers, customers should register and create an account before placing an order.
Consumer Affairs Policy
1) Plantslive has a customer-friendly approach and made all plans accordingly. Before going for any disputes, customers are requested to communicate with our team via mail.
2) Plantslive products are perishable items and are covered under perishable goods under consumer law.
1) Default shipping is via India post parcel service.
2) Planstslive has various shipping options available such as India Speed post (premium) and railway parcel.
3) Railway parcel is available only if there is a direct train availability from the packing unit to the shipping location.
4) Railway parcel cost has many components such as packing cost, transit charges from packing unit to the railway station, parcel charges, and handling charges
5) All railway parcel counters may not be functional due to COVID19 lockdown / other reasons
6) Railway parcel delivery is based on railway rules and terms of service only and plantslive won’t have any control over that.
7) India Post parcel is a surface service and hence the delivery may be delayed.
8) “India Speed post” in some areas MAY not be good. Plantslive is not responsible for any transit delays and there won’t be any claims entertained.
- The place of jurisdiction shall be exclusively in Bangalore, India
Your Order will be CONFIRMED after we receive the cleared payment, and product availability status is checked after receiving YOUR PAYMENT, there are chances that EVEN AFTER you pay, the Product MAY Not be available, we Provide Easy Refunds or Adjustments if that Case Occurs.
- Refunds may be processed within 7 days but a maximum time of 21 days.
- Plants are perishable items and that liability is not on to the seller.
- Due to any reason, if a customer posts negative reviews on plant survival or plants health in social media or any other public place is a punishable offense on the cost of reputation.
- Towncraft is genuinely sending out plants and customers should bear the risk of plant survival etc as Towncraft/Plantslive have no control of plant survival as it is depending on the environment and nature.
- Customers can ask for certificates such as phyto, certificate of origin, and packing list certificate for the items in case it’s mandatory (Each certificate is obtaining from authorities and cost involved extra).
- Any social media posts with fabricated images or deliberate brand destruction efforts are punishable offenses.
1. Due to COVID19 lockdown and related movement restrictions, there may be a delay in shipping. There are intermittent lockdown issues as well. We try to ship when the situations are favorable. Please read our terms and conditions before placing the order.
2. Replacement of plants possible only when a plant received in a dead condition (other than the box damage) or a completely different plant received.
3. Replacement is applicable only when the transit time is less than or equal to 7 days. Transit time calculates as per the delivery tracking number only.
Last updated on 28 March 2021