Refund policy
EU Right of Withdrawal
If you are based in the European Union, you have the right to cancel or return your order within 14 days of receiving the last item in your order, without giving any reason. This period is extended if it ends on a weekend or public holiday.
To exercise your right of withdrawal, contact us at returns@planthaya.com with the subject line withdrawal before the 14-day period expires. You can also use our self-serve returns portal from your order confirmation page.
Once you have notified us, you must return the items within 14 days. Return shipping costs are at your expense, and we recommend using a tracked service as we cannot accept responsibility for items lost in transit.
We will process your refund within 14 days of receiving the returned goods, or proof that they have been sent back. The refund will be credited to your original payment method and will include the standard delivery cost (but not any premium delivery charges you selected).
Exceptions to the right of withdrawal — the right of withdrawal does not apply to:
- Sealed goods which are not suitable for return due to health or hygiene reasons, where the seal has been broken after delivery
- Goods that have been personalised or made to your specification
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, sealed and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can log in to youa cccount and use the retruns portal. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at customercare@planthaya.com
Returns are not free, we advise all customers to use a tracked service. We can not accept returns that are lost, if customers use a tracked service they are insured with the specific courier.
Once an item is received and quality checked you will receive an email within 48 hours to let you that we are processing your refund.
Refunds will be credited to the payment method used to place the order and will exclude the initial delivery cost.
Please note that the refund time frame may vary depending on the payment method and processing times between payment providers:
- CREDIT CARD: Our bank will credit your account within 10 working days of receipt of your items
- PAYPAL: Your refund will be visible in your PayPal account within 24 hours of your refund email being sent
All sales taxes and/or duties are included in your refund.
Damages and issues
We want you to get the very best form your Planthaya products, so please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like items that have had seals broken, packaging opened, items that came free or singular items that came as part of a deal . Please get in touch if you have questions or concerns about your specific item.
Of course, we do have our 30 day money back guarantee if you are unhappy with your Planthaya based products and you can find further information our Customer Service Page.
Unfortunately, we cannot accept returns on sale items or gift cards.