Refund policy

Returns & Refunds Policy

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.

Digital products are non-refundable.

To be eligible for a return, your 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, please 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 address will be provided once your return 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 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 & Perishable Items

Live plants, corms, tissue culture, and other perishable items are non-returnable and non-refundable.

Due to the nature of live plants, we do not offer refunds or returns based on personal preference, care methods, or environmental conditions after delivery.

If your plant arrives dead on arrival (DOA), you must contact us within 6 hours of delivery and provide clear, unpacking (when you open the package upon arrival) video of:

  • the plant

  • the packaging

  • the shipping label

so we can evaluate the issue.

We are not responsible for damage caused by improper care, delayed collection, extreme temperatures, or carrier delays once the order has been 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 / Non-Returnable Items

The following items are not eligible for returns or refunds:

  • Live plants and other perishable goods

  • Digital products

  • 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 or other perishable goods

  • Digital products

  • Custom or made-to-order items

Returned items must be unused, in original condition, and in their original packaging.

Refunds

Once your return is received and inspected, we will notify you if the refund is approved or rejected.

If approved, your refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or payment provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@plantsbytess.com.