Refund policy

Returns & Refunds Policy

Last updated: September 3, 2026

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return on eligible items. To be eligible, the item must be unused, in the same condition as when you received it, and in its original packaging. You will also need a receipt or proof of purchase.

To start a return, contact us at info@plantsbytess.com. All returns must be approved before being sent back. Items returned without prior approval will not be accepted. Return instructions and the return address are provided once your request is approved. Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.

Eligible Items for Returns

Only physical products from our Pots collection (3D-printed pots, trays, and accessories) are eligible for returns. To qualify, items must be unused, in original condition, and returned in their original packaging. All other products sold in our shop are non-returnable.

Live Plants and Perishable Items

Live plants, corms, tissue culture, and other perishable items are non-returnable. Due to the nature of live plants we do not offer returns based on personal preference, care methods, or environmental conditions after delivery.

Live Arrival Guarantee

If your plant arrives dead on arrival, you must contact us within 12 hours of delivery and provide clear photographs of:

The unboxing
The plant, unpacked but not repotted
The packaging
The shipping label

If the parcel was delivered to a pickup point, it must have been collected within 24 hours of arriving there. A live plant left at a pickup point is a live plant left in an unheated, unlit room, and beyond 24 hours the storage is the cause rather than the journey. Parcels collected later than that are not covered by the Live Arrival Guarantee.

How a claim is resolved. Once we have the photographs we agree on the solution together. A replacement from the same line is the first option we look at, because it is usually the plant you wanted in the first place. Where no suitable replacement exists we find another route, which may be a partial refund or store credit. Each case is evaluated individually and handled fairly. A refund is one possible outcome of that conversation rather than an automatic one, and nothing is settled before the plant has been looked at.

What is not covered: cosmetic imperfections, a yellowing older leaf, normal transit stress, standard acclimation losses, damage caused after delivery, damage caused by improper care, and damage caused by delayed collection, incorrect address information, or carrier delays once the order has shipped.

Damaged or Incorrect Items

Please inspect your order immediately upon delivery. If you receive a damaged or incorrect item, contact us as soon as possible at info@plantsbytess.com so we can evaluate the issue and make it right.

Exceptions and Non-Returnable Items

Live plants and other perishable goods
Digital products, including access passes
Custom or made-to-order items
Gift cards

Exchanges

We do not offer direct exchanges. If your return is approved, you may place a new order separately.

European Union Cooling-Off Period

If your order is shipped within the European Union, you have the right to cancel or return eligible items within 14 days in accordance with EU consumer law. This right does not apply to:

Live plants and other perishable goods
Digital products, including access passes
Custom or made-to-order items

Returned items must be unused, in original condition, and in their original packaging. Nothing in this policy limits your statutory rights under applicable consumer law.

Refunds

Once your return is received and inspected, we will notify you whether the refund is approved. If approved, the refund is processed to your original payment method within 10 business days. It may take additional time for your bank or payment provider to post it. If more than 15 business days have passed since your refund was approved, contact us at info@plantsbytess.com.