Refund policy

Order Cancellations

You may cancel your order at any time before it ships, free of charge, for any reason. Once your order has been processed and handed to the carrier, it can no longer be cancelled, since the terrarium is already in transit and cannot be recalled. If you're not sure whether your order has shipped yet, contact Support@plantpico.com and we'll let you know right away.

If you'd still like to cancel after your order has shipped, please reach out to us. We can't stop the shipment, but if it arrives delayed or damaged, you're fully covered under our Replacements and Refunds policy below.

Shipping Delays and Issues in Transit

PlantPico is fully responsible for making sure your order arrives safely and on time. If your order is delayed, arrives damaged, or doesn't arrive at all, contact our support team and we will resolve it at no cost to you, through either a free replacement or a full refund, your choice.

Replacements

We stand behind the quality of every PlantPico terrarium. If your order arrives with any issue, we're here to make it right, at no cost to you.

Full Replacement: A complete replacement is shipped free of charge when:

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

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

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

To request a replacement, contact us with photos of the issue. We'll review it and send what's needed as quickly as possible.

Replacements do not affect your right to a refund if you're still unsatisfied afterward. Please report any issue within 30 days of delivery.

Refunds

If you'd prefer a refund instead of a replacement, or if a replacement doesn't resolve the issue, you're entitled to a full refund of your order, no partial amounts, no conditions.

Once a refund is approved, we process it within 48 hours on our end. Your bank or card provider may take a few additional business days to show the funds in your account.

Note: Insurance or protection add-ons purchased separately are non-refundable. Digital products are non-refundable.

30-Day Return Policy (Change of Mind)

If you simply change your mind about an order you've already received, you have 30 days from delivery to request a return.

To start a return, contact Support@plantpico.com first. Returns must be approved before being sent back; items returned without prior approval won't be accepted. Once approved, we'll send you instructions on how and where to send your package.

For change-of-mind returns (not damage, defect, or delay), return shipping is the customer's responsibility. Once we receive and inspect the returned item, your refund will be processed.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel your order within 14 days of delivery, for any reason, without needing to provide justification. The item should be returned in the condition you received it, with original packaging where possible.

Questions

If you have any questions about an order, a delay, or this policy, reach out any time at Support@plantpico.com. We'll get back to you within 24 hours.