Refund policy

PS: Please note that any request for order cancellation must be submitted within 24 hours of placing the order. After this time frame, cancellations will no longer be accepted as we begin processing your order immediately to ensure timely delivery. We appreciate your understanding and encourage you to contact our support team with any concerns regarding your order.

Cancellation Policy

Once an order has been processed and dispatched, it cannot be canceled — even in cases where delivery delays or transit issues occur. PlantPico remains fully responsible for ensuring that all shipments reach their intended destinations safely and in good condition.

If any issues arise before the order is successfully delivered, our team will take full responsibility for resolving them promptly.

Refunds or partial refunds may only be considered after the package has been successfully delivered and the matter has been reviewed by our support team.


30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return and a refund.

How to Start a Return

To initiate a return, please contact us first at Support@plantpico.com. Returns must be approved by our support team before being sent. Items sent back without prior authorization will not be accepted.

Once your return is approved, we’ll provide detailed instructions, including where and how to send your package. Please note that return shipping costs are the customer’s responsibility unless the item is defective, damaged, or incorrect.

After we receive and inspect the approved return, we’ll process your refund. If you have any questions, feel free to reach out to us at Support@plantpico.com.

Damages and Issues

If you received your item but are unsatisfied with it, you are eligible for an 80% refund of the product amount, provided the item is returned in its original condition. For customers who accept a replacement but are unsatisfied with it, a 50% refund of the product amount can be requested upon returning the replacement in its original condition. Please note that all other terms of our return policy apply.

Replacements

We stand behind the quality of every PlantPico World. If your terrarium arrives with any issues, we're here to make it right.

Full Replacement: We provide a complete replacement at no additional cost when:

  • The glass container arrives broken or damaged
  • Multiple components are missing or damaged
  • The overall product condition makes it unsuitable for display

Partial Replacement: For minor issues, we'll send specific replacement components:

  • Individual plants or moss that didn't survive shipping
  • Missing or damaged decorative elements (stones, figurines, accessories)
  • Small defects that don't affect the entire terrarium

To request a replacement, simply contact us with photos of the issue. We'll assess the situation and promptly send what's needed to ensure your Zen garden is perfect.

Please note: Once a replacement has been issued and accepted, the order is no longer eligible for a refund. All replacements are subject to verification and must be reported within 14 days of delivery.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (following the return process), and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.

Please note: When we refund your money for any reason, the insurance amount is not refundable. We will only refund the product amount. Additionally, digital products are not refundable under any circumstances.

After a refund is approved and confirmed by our support team, it enters a processing period of up to 8 business days. It can be completed at any point within this window, depending on our internal queue, but it will not exceed the 8-day limit. Once processed, a confirmation will be sent, and the refund will then be managed by your bank. We kindly ask that you allow this full timeframe to pass before taking any further action.

If more than 15 business days have passed since we've approved your return, please contact us at Support@plantpico.com.